23
NPS
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Lazada Group
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About Lazada Group's Brand
Developer of an online shopping and selling marketplace. The company's online shopping and selling marketplace provides with an effortless shopping experience with multiple payment methods including cash-on-delivery, extensive customer care and free returns that enables a wide product offering in categories ranging from consumer electronics to household goods, toys, fashion and sports equipment thus enabling brands and merchants avail a marketplace services with simple and direct access to about 560 million consumers in six countries through one retail channel. Among its major competitors, Lazada Group is ranked in 1st place for NPS while Alibaba Group is 2nd, and Jet.com is 3rd.
Brand at a Glance
81%
Customer Loyalty
3.9/5
Product Quality
3.8/5
Pricing
4/5
Customer Service
Lazada Group Ranking
- #1 / 4 of its competitors
Lazada Group NPS
Lazada Group's Net Promoter Score (NPS) is a 23 with 51% Promoters, 21% Passives, and 28% Detractors. Net Promoter Score tracks whether Lazada Group's customers would recommend using the product based on a scale of -100 to 100.
Lazada Group Overall NPS
| 51% | Promoters |
|---|---|
| 21% | Passives |
| 28% | Detractors |
Lazada Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2023 21 | Dec 2023 | 21 |
Jan 2024 20 | Jan 2024 | 20 |
Mar 2024 19 | Mar 2024 | 19 |
Apr 2024 22 | Apr 2024 | 22 |
May 2024 26 | May 2024 | 26 |
Jun 2024 25 | Jun 2024 | 25 |
Aug 2024 24 | Aug 2024 | 24 |
Oct 2024 23 | Oct 2024 | 23 |
Nov 2024 23 | Nov 2024 | 23 |
Dec 2024 23 | Dec 2024 | 23 |
Mar 2025 22 | Mar 2025 | 22 |
Apr 2025 22 | Apr 2025 | 22 |
How Other Brands Compare
Lazada Group is ranked first for NPS among its competitors. Alibaba Group and Jet.com come in second and third, with OLX coming in at #4.
Lazada Group |  Jet.com |  Alibaba Group |  OLX | |
| Global Ranking | #- | #310 | #- | #- |
| NPS | 23 | 3 | 5 | 2 |
| Valuation Updated every 24 hours for public companies | - | $244k | $713.18B | - |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Lazada Group NPS by Gender
Female customers rated Lazada Group's NPS 56 points higher than Male customers.
Male
-17
Lazada Group's NPS was rated -17 by Male customers on Comparably.
33%
Promoters
17%
Passives
50%
Detractors
Female
39
Lazada Group's NPS was rated 39 by Female customers on Comparably.
54%
Promoters
31%
Passives
15%
Detractors
Lazada Group NPS by Ethnicity
Lazada Group's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 30 | Asian or Pacific Islander | 30 |
Other 28 | Other | 28 |
Lazada Group NPS by Age
Lazada Group's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Lazada Group NPS by Usage
Lazada Group's NPS was rated the highest by customers who have used Lazada Group's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -25 | Less than 1 Year | -25 |
1 to 2 Years 60 | 1 to 2 Years | 60 |
2 to 5 Years 20 | 2 to 5 Years | 20 |
5 to 10 Years 20 | 5 to 10 Years | 20 |
Lazada Group NPS vs. Competitors
Compared to its competitors, Lazada Group's NPS is rated right above Alibaba Group.
| COMPANY | NPS Score | |
|---|---|---|
| Lazada Group | 23 |
| Alibaba Group | 5 |
| Jet.com | 3 |
| OLX | 2 |
 | Qoo10 | 0 |
Lazada Group Customer Reviews
Out of the 5 Lazada Group customer reviews 4 were positive and 1 was constructive. Lazada Group customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Lazada Group Customer Loyalty
81%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
81% of Lazada Group users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Lazada Group Customer Loyalty Score by Gender
Female customers rated Lazada Group's Customer Loyalty score 16% higher than Male customers.
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Male
70%
Yes
Female
86%
Yes
Lazada Group Customer Loyalty Score by Ethnicity
Lazada Group's Customer Loyalty score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
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82
out of 100
Asian or Pacific Islander
87
out of 100
Other
Lazada Group Customer Loyalty Score by Age
Lazada Group's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
31-35 100% | 31-35 | 100% |
Lazada Group Customer Loyalty Score by Usage
Lazada Group's Customer Loyalty score was rated the highest by customers who have used Lazada Group's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Lazada Group Customer Loyalty Score by Industry
Lazada Group's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Lazada Group Customer Loyalty vs. Competitors
Compared to its competitors, Lazada Group's Customer Loyalty score is rated right above Jet.com, and is preceded by Qoo10.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Qoo10 | 100% |
| Lazada Group | 81% |
| Jet.com | 76% |
| OLX | 73% |
| Alibaba Group | 71% |
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Lazada Group Product Quality
3.9/5
Lazada Group has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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Lazada Group Product Information
Lazada Group’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Lazada Group's product the highest. Reviewers from the Tech industry rated Lazada Group the lowest at 3.9.
- Website
- www.lazada.com
- Company Size
- 5,001-10,000 Employees
Industry
Ecommerce and Marketplaces
Quick Insights into Lazada Group Product Quality
Lazada Group's Product Quality score was rated highest by customers who have used Lazada Group's products/services for 1 to 2 Years, and rated lowest by Male customers.
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Ranked Lazada Group Product Quality the Highest
Ranked Lazada Group Product Quality the Lowest
Lazada Group Product Quality Score by Gender
Female customers rated Lazada Group's Product Quality score 1.1 stars higher than Male customers.
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Male
3.1/5
Female
4.2/5
Lazada Group Product Quality Score by Ethnicity
Lazada Group's Product Quality score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Lazada Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 4.4 | Other | 4.4 |
Lazada Group Product Quality Score by Age
Lazada Group's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
31-35 4.3 | 31-35 | 4.3 |
Lazada Group Product Quality Score by Usage
Lazada Group's Product Quality score was rated the highest by customers who have used Lazada Group's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Lazada Group Product Quality Score by Industry
Lazada Group's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Lazada Group Product Quality vs. Competitors
Compared to its competitors, Lazada Group's Product Quality score is rated right above OLX, and is preceded by Qoo10.
| COMPANY | Product Quality Score | |
|---|---|---|
| Qoo10 | 5/5 |
| Lazada Group | 3.9/5 |
| OLX | 3.8/5 |
| Jet.com | 3.7/5 |
| Alibaba Group | 3.4/5 |
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Lazada Group Pricing
Lazada Group ROI & Value For Money
3.8/5
Lazada Group has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Lazada Group Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Business and Consumer Services industry. The users from the Tech industry think that they had the lowest ROI from Lazada Group.
Quick Insights into Lazada Group ROI
Lazada Group's ROI score was rated highest by customers from the Business and Consumer Services industry, and rated lowest by Male customers.
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Ranked Lazada Group ROI the Highest
Ranked Lazada Group ROI the Lowest
Lazada Group ROI Score by Gender
Female customers rated Lazada Group's ROI score 1.1 stars higher than Male customers.
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Male
3.1/5
Female
4.2/5
Lazada Group ROI Score by Ethnicity
Lazada Group's ROI score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Other 4.2 | Other | 4.2 |
Lazada Group ROI Score by Age
Lazada Group's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Lazada Group.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
31-35 4.3 | 31-35 | 4.3 |
Lazada Group ROI Score by Usage
Lazada Group's ROI score was rated the highest by customers who have used Lazada Group's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Lazada Group ROI Score by Industry
Lazada Group's ROI score was rated the highest by Business and Consumer Services industry customers, and the lowest by Tech industry customers.
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Lazada Group Pricing vs. Competitors
Compared to its competitors, Lazada Group's ROI score is rated right above OLX, and is preceded by Jet.com.
| COMPANY | Pricing Score | |
|---|---|---|
| Qoo10 | 5/5 |
| Jet.com | 3.9/5 |
| Lazada Group | 3.8/5 |
| OLX | 3.3/5 |
| Alibaba Group | 3.2/5 |
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Lazada Group Customer Satisfaction (CSAT)
Lazada Group Customer Satisfaction (CSAT) Score
77 / 100
Lazada Group has an overall Customer Satisfaction score of 77 rated by its users and customers.
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Very Satisfied
33%
Satisfied
44%
Neither Satisfied nor Dissatisfied
16%
Dissatisfied
0%
Very Dissatisfied
7%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Lazada Group Customer Satisfaction
Lazada Group's Customer Satisfaction score was rated highest by customers who have used Lazada Group's products/services for 1 to 2 Years, and rated lowest by customers who have used Lazada Group's products/services for 2 to 5 Years.
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Ranked Lazada Group Customer Satisfaction the Highest
Ranked Lazada Group Customer Satisfaction the Lowest
Lazada Group Customer Satisfaction Score by Gender
Male customers rated Lazada Group's Customer Satisfaction score 5 points higher than Female customers.
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80 / 100
MaleVery Satisfied | 20% | |
|---|---|---|
Satisfied | 60% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 20% |
75 / 100
FemaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 25% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Lazada Group Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Lazada Group's Customer Satisfaction (CSAT) score was rated 70% according to Asian or Pacific Islander users and customers.
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70 / 100
Very Satisfied
40%
Satisfied
30%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
10%
CSAT according to Other
Lazada Group's Customer Satisfaction (CSAT) score was rated 100% according to Other users and customers.
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100 / 100
Very Satisfied
50%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Lazada Group Customer Satisfaction Score by Age
Lazada Group's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 80% | |||||||||||||||
| 31-35 | 100% |
Lazada Group Customer Satisfaction Score by Usage
Lazada Group's Customer Satisfaction score was rated the highest by customers who have used Lazada Group's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Lazada Group Customer Satisfaction Score by Industry
Lazada Group's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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"title": "Lazada Group Customer Satisfaction Score by Industry",
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}Lazada Group Customer Satisfaction vs. Competitors
Compared to its competitors, Lazada Group's Customer Satisfaction score is rated right above Jet.com, and is preceded by OLX.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Qoo10 | 100% |
| OLX | 91% |
| Lazada Group | 77% |
| Jet.com | 77% |
| Alibaba Group | 61% |
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Lazada Group Customer Service
4/5
Lazada Group has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Lazada Group's Customer Service
Address
8 Shenton Way, Singapore, 68811
Website
www.lazada.com
Phone Number
6
Quick Insights into Lazada Group Customer Service
Lazada Group's Customer Service score was rated highest by customers who have used Lazada Group's products/services for 1 to 2 Years, and rated lowest by Male customers.
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Ranked Lazada Group Customer Service the Highest
Ranked Lazada Group Customer Service the Lowest
Lazada Group Customer Service Score by Gender
Female customers rated Lazada Group's Customer Service score 1.3 stars higher than Male customers.
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Male
3.1/5
Female
4.4/5
Lazada Group Customer Service Score by Ethnicity
Lazada Group's Customer Service score was rated 4 stars by both Asian or Pacific Islander and Other customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 4 | Other | 4 |
Lazada Group Customer Service Score by Age
Lazada Group's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
31-35 4 | 31-35 | 4 |
Lazada Group Customer Service Score by Usage
Lazada Group's Customer Service score was rated the highest by customers who have used Lazada Group's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
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Lazada Group Customer Service Score by Industry
Lazada Group's Customer Service score was rated the highest by Business and Consumer Services industry customers, and the lowest by Accounting industry customers.
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Lazada Group Customer Service vs. Competitors
Compared to its competitors, Lazada Group's Customer Service score is rated right above Jet.com, and is preceded by Qoo10.
| COMPANY | Customer Service Score | |
|---|---|---|
| Qoo10 | 5/5 |
| Lazada Group | 4/5 |
| Jet.com | 4/5 |
| OLX | 3.5/5 |
| Alibaba Group | 3.2/5 |
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Lazada Group as an Employer
4.5/5
Lazada Group has a 4.5/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Lazada Group scored a 23 for Net Promoter Score and a 11 for Employee Net Promoter Score. NPS gauges how likely a customer of Lazada Group would recommend the brand to a friend. ENPS measures how likely Lazada Group employees would recommend working at Lazada Group to a friend.
Net Promoter Score
23
NPS Score
| 51% | Promoters |
|---|---|
| 21% | Passive |
| 28% | Detractors |
Employee Net Promoter Score
11
eNPS Score
| 44% | Promoters |
|---|---|
| 23% | Passive |
| 33% | Detractors |
