15
NPS
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Paytm
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About Paytm's Brand
Operator of a mobile payment and e-commerce platform designed to provide bill payment services. The company's mobile payment and e-commerce platform offers services to pay bills online and book tickets of movies and buses, enabling users to make cashless transactions. Among its major competitors, Paytm is ranked in 3rd place for NPS while MobiKwik is 1st, and State Bank of India is 2nd.
Brand at a Glance
82%
Customer Loyalty
3.8/5
Product Quality
3.7/5
Pricing
3.7/5
Customer Service
Paytm Ranking
- #2 / 4 of its competitors
Paytm NPS
Paytm's Net Promoter Score (NPS) is a 15 with 47% Promoters, 21% Passives, and 32% Detractors. Net Promoter Score tracks whether Paytm's customers would recommend using the product based on a scale of -100 to 100.
Paytm Overall NPS
| 47% | Promoters |
|---|---|
| 21% | Passives |
| 32% | Detractors |
Paytm NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2024 16 | Mar 2024 | 16 |
Apr 2024 16 | Apr 2024 | 16 |
May 2024 14 | May 2024 | 14 |
Jun 2024 15 | Jun 2024 | 15 |
Jul 2024 14 | Jul 2024 | 14 |
Aug 2024 14 | Aug 2024 | 14 |
Oct 2024 15 | Oct 2024 | 15 |
Jan 2025 15 | Jan 2025 | 15 |
Mar 2025 15 | Mar 2025 | 15 |
May 2025 14 | May 2025 | 14 |
Aug 2025 16 | Aug 2025 | 16 |
Jan 2026 14 | Jan 2026 | 14 |
How Other Brands Compare
Paytm is ranked second for NPS among its competitors. MobiKwik and PayPal come in first and third, with Flipkart coming in at #4.
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.
Paytm NPS by Gender
Female customers rated Paytm's NPS 8 points higher than Male customers.
Male
22
Paytm's NPS was rated 22 by Male customers on Comparably.
46%
Promoters
30%
Passives
24%
Detractors
Female
30
Paytm's NPS was rated 30 by Female customers on Comparably.
52%
Promoters
26%
Passives
22%
Detractors
Paytm NPS by Ethnicity
Paytm's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 0 | Caucasian | 0 |
African American/Black 0 | African American/Black | 0 |
Asian or Pacific Islander 26 | Asian or Pacific Islander | 26 |
Other 15 | Other | 15 |
Paytm NPS by Age
Paytm's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
Paytm NPS by Usage
Paytm's NPS was rated the highest by customers who have used Paytm's products/services for 2 to 5 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 -15 | Less than 1 Year | -15 |
1 to 2 Years 4 | 1 to 2 Years | 4 |
2 to 5 Years 47 | 2 to 5 Years | 47 |
5 to 10 Years 47 | 5 to 10 Years | 47 |
Over 10 Years 0 | Over 10 Years | 0 |
Paytm Customer Reviews
Out of the 14 Paytm customer reviews 14 were positive and 0 were constructive. Paytm customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Paytm Customer Loyalty
82%
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.
82% of Paytm users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Paytm Customer Loyalty Score by Gender
Female customers rated Paytm's Customer Loyalty score 10% higher than Male customers.
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Male
78%
Yes
Female
88%
Yes
Paytm Customer Loyalty Score by Ethnicity
Paytm's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Paytm.
40
out of 100
Caucasian
78
out of 100
African American/Black
85
out of 100
Asian or Pacific Islander
81
out of 100
Other
Paytm Customer Loyalty Score by Age
Paytm's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Paytm.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 91% | 18-25 | 91% |
26-30 71% | 26-30 | 71% |
31-35 87% | 31-35 | 87% |
36-40 82% | 36-40 | 82% |
46-50 40% | 46-50 | 40% |
Paytm Customer Loyalty Score by Usage
Paytm's Customer Loyalty score was rated the highest by customers who have used Paytm's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Paytm Customer Loyalty Score by Industry
Paytm's Customer Loyalty score was rated the highest by Banking and Financial Services industry customers, and the lowest by Architecture and Planning industry customers.
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Paytm Customer Loyalty vs. Competitors
Compared to its competitors, Paytm's Customer Loyalty score is rated right above PayPal, and is preceded by Flipkart.
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Paytm Product Quality
3.8/5
Paytm has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Paytm Product Information
Paytm’s product quality score is a 3.8 out of 5 as rated by its users and customers. Reviewers from the Consulting industry rated Paytm's product the highest. Reviewers from the Architecture and Planning industry rated Paytm the lowest at 2.3.
- Website
- www.paytm.com
- Company Size
- 1,001-5,000 Employees
Industry
Ecommerce and Marketplaces
Quick Insights into Paytm Product Quality
Paytm's Product Quality score was rated highest by customers from the Consulting industry, and rated lowest by customers ages 46-50.
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Ranked Paytm Product Quality the Highest
Ranked Paytm Product Quality the Lowest
Paytm Product Quality Score by Gender
Female customers rated Paytm's Product Quality score 0.6 stars higher than Male customers.
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Male
3.6/5
Female
4.2/5
Paytm Product Quality Score by Ethnicity
Paytm's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Paytm.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
African American/Black 3.5 | African American/Black | 3.5 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 3.3 | Other | 3.3 |
Paytm Product Quality Score by Age
Paytm's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 3.6 | 26-30 | 3.6 |
31-35 3.8 | 31-35 | 3.8 |
36-40 4.1 | 36-40 | 4.1 |
46-50 1.5 | 46-50 | 1.5 |
Paytm Product Quality Score by Usage
Paytm's Product Quality score was rated the highest by customers who have used Paytm's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Paytm Product Quality Score by Industry
Paytm's Product Quality score was rated the highest by Consulting industry customers, and the lowest by Architecture and Planning industry customers.
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Paytm Product Quality vs. Competitors
Compared to its competitors, Paytm's Product Quality score is rated right above Razorpay, and is preceded by State Bank of India.
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Paytm Pricing
Paytm ROI & Value For Money
3.7/5
Paytm has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Paytm 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 Consulting industry. The users from the Accounting industry think that they had the lowest ROI from Paytm.
Quick Insights into Paytm ROI
Paytm's ROI score was rated highest by customers from the Consulting industry, and rated lowest by customers ages 46-50.
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Ranked Paytm ROI the Highest
Ranked Paytm ROI the Lowest
Paytm ROI Score by Gender
Female customers rated Paytm's ROI score 0.2 stars higher than Male customers.
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Male
3.7/5
Female
3.9/5
Paytm ROI Score by Ethnicity
Paytm's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
African American/Black 4.1 | African American/Black | 4.1 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Other 3.4 | Other | 3.4 |
Paytm ROI Score by Age
Paytm's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 46-50.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.7 | 26-30 | 3.7 |
31-35 3.3 | 31-35 | 3.3 |
36-40 4.2 | 36-40 | 4.2 |
46-50 1.5 | 46-50 | 1.5 |
Paytm ROI Score by Usage
Paytm's ROI score was rated the highest by customers who have used Paytm's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Paytm ROI Score by Industry
Paytm's ROI score was rated the highest by Consulting industry customers, and the lowest by Accounting industry customers.
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Paytm Pricing vs. Competitors
Compared to its competitors, Paytm's ROI score is rated right above Razorpay, and is preceded by State Bank of India.
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Paytm Customer Satisfaction (CSAT)
Paytm Customer Satisfaction (CSAT) Score
80 / 100
Paytm has an overall Customer Satisfaction score of 80 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
38%
Satisfied
42%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
3%
Very Dissatisfied
10%
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 Paytm Customer Satisfaction
Paytm's Customer Satisfaction score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers who have used Paytm's products/services for Over 10 Years.
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Ranked Paytm Customer Satisfaction the Highest
Ranked Paytm Customer Satisfaction the Lowest
Paytm Customer Satisfaction Score by Gender
Female customers rated Paytm's Customer Satisfaction score 22 points higher than Male customers.
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78 / 100
MaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 38% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 2% | |
Very Dissatisfied | 16% |
100 / 100
FemaleVery Satisfied | 28% | |
|---|---|---|
Satisfied | 72% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Paytm Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Paytm's Customer Satisfaction (CSAT) score was rated 34% according to Caucasian users and customers.
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34 / 100
Very Satisfied
34%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to African American/Black
Paytm's Customer Satisfaction (CSAT) score was rated 75% according to African American/Black users and customers.
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75 / 100
Very Satisfied
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
25%
CSAT according to Asian or Pacific Islander
Paytm's Customer Satisfaction (CSAT) score was rated 90% according to Asian or Pacific Islander users and customers.
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90 / 100
Very Satisfied
36%
Satisfied
54%
Neither Satisfied nor Dissatisfied
2%
Dissatisfied
0%
Very Dissatisfied
8%
CSAT according to Other
Paytm's Customer Satisfaction (CSAT) score was rated 83% according to Other users and customers.
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83 / 100
Very Satisfied
39%
Satisfied
44%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
6%
Very Dissatisfied
11%
Paytm Customer Satisfaction Score by Age
Paytm's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Paytm.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 88% | |||||||||||||||
| 26-30 | 85% | |||||||||||||||
| 31-35 | 86% | |||||||||||||||
| 36-40 | 80% | |||||||||||||||
| 46-50 | 33% |
Paytm Customer Satisfaction Score by Usage
Paytm's Customer Satisfaction score was rated the highest by customers who have used Paytm's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Paytm Customer Satisfaction Score by Industry
Paytm's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
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{
"title": "Paytm Customer Satisfaction Score by Industry",
"text": "Paytm's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.",
"bars": [
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"label": "Tech",
"groupId": 104,
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"stars": 0,
"csatScore": 96,
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"scoreClassName": "",
"scoreLabel": 96
},
{
"label": "Accounting",
"groupId": 495,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Paytm's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
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"groupId": 511,
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"stars": 0,
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},
{
"label": "Education",
"groupId": 515,
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}Paytm Customer Satisfaction vs. Competitors
Compared to its competitors, Paytm's Customer Satisfaction score is rated right above PayPal, and is preceded by State Bank of India.
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Paytm Customer Service
3.7/5
Paytm has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Paytm's Customer Service
Address
B 121, Sector 5, Noida, 201301
Website
www.paytm.com
Phone Number
6
Quick Insights into Paytm Customer Service
Paytm's Customer Service score was rated highest by African American/Black customers, and rated lowest by customers ages 46-50.
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Ranked Paytm Customer Service the Highest
Ranked Paytm Customer Service the Lowest
Paytm Customer Service Score by Gender
Female customers rated Paytm's Customer Service score 0.3 stars higher than Male customers.
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Male
3.6/5
Female
3.9/5
Paytm Customer Service Score by Ethnicity
Paytm's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Paytm.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
African American/Black 4.7 | African American/Black | 4.7 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.4 | Other | 3.4 |
Paytm Customer Service Score by Age
Paytm's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Paytm.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.4 | 26-30 | 3.4 |
31-35 3.4 | 31-35 | 3.4 |
36-40 4.4 | 36-40 | 4.4 |
46-50 1.5 | 46-50 | 1.5 |
Paytm Customer Service Score by Usage
Paytm's Customer Service score was rated the highest by customers who have used Paytm's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Paytm Customer Service Score by Industry
Paytm's Customer Service score was rated the highest by Consulting industry customers, and the lowest by Education industry customers.
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Paytm Customer Service vs. Competitors
Compared to its competitors, Paytm's Customer Service score is rated right above Razorpay, and is preceded by State Bank of India.
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Paytm as an Employer
4.2/5
Paytm has a 4.2/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Paytm scored a 15 for Net Promoter Score and a -11 for Employee Net Promoter Score. NPS gauges how likely a customer of Paytm would recommend the brand to a friend. ENPS measures how likely Paytm employees would recommend working at Paytm to a friend.
Net Promoter Score
15
NPS Score
| 47% | Promoters |
|---|---|
| 21% | Passive |
| 32% | Detractors |
Employee Net Promoter Score
-11
eNPS Score
| 40% | Promoters |
|---|---|
| 9% | Passive |
| 51% | Detractors |
