16
NPS
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Rakuten
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About Rakuten's Brand
Rakuten is a tech company that offers electronic commerce solutions in Japan and internationally. Among its major competitors, Rakuten is ranked in 5th place for NPS while MyTime is 1st, and Amazon is 2nd.
Brand at a Glance
73%
Customer Loyalty
3.7/5
Product Quality
3.4/5
Pricing
3.6/5
Customer Service
Rakuten Ranking
- #3 / 4 of its competitors
Rakuten NPS
Rakuten's Net Promoter Score (NPS) is a 16 with 45% Promoters, 26% Passives, and 29% Detractors. Net Promoter Score tracks whether Rakuten's customers would recommend using the product based on a scale of -100 to 100.
Rakuten Overall NPS
| 45% | Promoters |
|---|---|
| 26% | Passives |
| 29% | Detractors |
Rakuten NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2021 15 | Jul 2021 | 15 |
Aug 2021 20 | Aug 2021 | 20 |
Sep 2021 18 | Sep 2021 | 18 |
Oct 2021 16 | Oct 2021 | 16 |
Nov 2021 15 | Nov 2021 | 15 |
Dec 2021 17 | Dec 2021 | 17 |
Jan 2022 18 | Jan 2022 | 18 |
Feb 2022 22 | Feb 2022 | 22 |
Mar 2022 19 | Mar 2022 | 19 |
Apr 2022 16 | Apr 2022 | 16 |
May 2022 13 | May 2022 | 13 |
Jun 2022 16 | Jun 2022 | 16 |
How Other Brands Compare
Rakuten is ranked third for NPS among its competitors. Amazon and Target come in first and second, with Walmart coming in at #4.
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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.
Rakuten NPS by Gender
Female customers rated Rakuten's NPS 17 points higher than Male customers.
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Male
43
Rakuten's NPS was rated 43 by Male customers on Comparably.
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57%
Promoters
29%
Passives
14%
Detractors
Female
60
Rakuten's NPS was rated 60 by Female customers on Comparably.
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60%
Promoters
40%
Passives
0%
Detractors
Rakuten NPS by Ethnicity
Rakuten's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 0 | Caucasian | 0 |
Asian or Pacific Islander 57 | Asian or Pacific Islander | 57 |
Rakuten NPS by Age
Rakuten's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 51-55.
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Rakuten NPS by Usage
Rakuten's NPS was rated the highest by customers who have used Rakuten's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 33 | Less than 1 Year | 33 |
1 to 2 Years 50 | 1 to 2 Years | 50 |
2 to 5 Years 33 | 2 to 5 Years | 33 |
5 to 10 Years 67 | 5 to 10 Years | 67 |
Rakuten NPS vs. Competitors
Compared to its competitors, Rakuten's NPS is rated right above Walmart, and is preceded by Akamai.
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Rakuten Customer Reviews
Out of the 8 Rakuten customer reviews 7 were positive and 1 was constructive. Rakuten 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
Rakuten Customer Loyalty
73%
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.
73% of Rakuten users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Rakuten Customer Loyalty Score by Gender
Female customers rated Rakuten's Customer Loyalty score 6% higher than Male customers.
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Male
94%
Yes
Female
100%
Yes
Rakuten Customer Loyalty Score by Ethnicity
Rakuten's Customer Loyalty score was rated 100% by both Asian or Pacific Islander and Caucasian customers on Comparably.
% who answered "Yes"
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100
out of 100
Caucasian
100
out of 100
Asian or Pacific Islander
Rakuten Customer Loyalty Score by Age
Rakuten's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 100% | 26-30 | 100% |
31-35 100% | 31-35 | 100% |
36-40 100% | 36-40 | 100% |
41-45 78% | 41-45 | 78% |
51-55 100% | 51-55 | 100% |
Rakuten Customer Loyalty Score by Usage
Rakuten's Customer Loyalty score was rated the highest by customers who have used Rakuten's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Rakuten Customer Loyalty Score by Industry
Rakuten's Customer Loyalty score was rated 100% by both Accounting and Tech industry customers.
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Rakuten Customer Loyalty vs. Competitors
Compared to its competitors, Rakuten's Customer Loyalty score is rated right above eBay, and is preceded by Walmart.
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Rakuten Product Quality
3.7/5
Rakuten has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Rakuten Product Information
Rakuten’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Rakuten's product the highest. Reviewers from the Tech industry rated Rakuten the lowest at 4.3.
- Company Size
- 10,000+ Employees
Industry
Tech
Ecommerce and Marketplaces
SaaS
Quick Insights into Rakuten Product Quality
Rakuten's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers ages 41-45.
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Ranked Rakuten Product Quality the Highest
Ranked Rakuten Product Quality the Lowest
Rakuten Product Quality Score by Gender
Male customers rated Rakuten's Product Quality score 0.1 stars higher than Female customers.
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Male
4.2/5
Female
4.1/5
Rakuten Product Quality Score by Ethnicity
Rakuten's Product Quality score was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.5 | Caucasian | 4.5 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Rakuten Product Quality Score by Age
Rakuten's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.5 | 18-25 | 4.5 |
26-30 3.9 | 26-30 | 3.9 |
31-35 4.3 | 31-35 | 4.3 |
36-40 4.2 | 36-40 | 4.2 |
41-45 3.6 | 41-45 | 3.6 |
51-55 3.8 | 51-55 | 3.8 |
Rakuten Product Quality Score by Usage
Rakuten's Product Quality score was rated the highest by customers who have used Rakuten's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Rakuten Product Quality Score by Industry
Rakuten's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Rakuten Product Quality vs. Competitors
Compared to its competitors, Rakuten's Product Quality score is rated right above Walmart, and is preceded by Akamai.
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Rakuten Pricing
Rakuten ROI & Value For Money
3.4/5
Rakuten has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Rakuten 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 Tech industry. The users from the Accounting industry think that they had the lowest ROI from Rakuten.
Quick Insights into Rakuten ROI
Rakuten's ROI score was rated highest by customers ages 31-35, and rated lowest by customers ages 41-45.
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Ranked Rakuten ROI the Highest
Ranked Rakuten ROI the Lowest
Rakuten ROI Score by Gender
Female customers rated Rakuten's ROI score 0.7 stars higher than Male customers.
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Male
3.8/5
Female
4.5/5
Rakuten ROI Score by Ethnicity
Rakuten's ROI 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 ROI by Ethnicity data of Rakuten.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Rakuten ROI Score by Age
Rakuten's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 41-45.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 4.5 | 26-30 | 4.5 |
31-35 4.6 | 31-35 | 4.6 |
36-40 3.6 | 36-40 | 3.6 |
41-45 3.1 | 41-45 | 3.1 |
51-55 4 | 51-55 | 4 |
Rakuten ROI Score by Usage
Rakuten's ROI score was rated the highest by customers who have used Rakuten's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Rakuten ROI Score by Industry
Rakuten's ROI score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Rakuten Pricing vs. Competitors
Compared to its competitors, Rakuten's ROI score is rated right above eBay, and is preceded by Walmart.
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Rakuten Customer Satisfaction (CSAT)
Rakuten Customer Satisfaction (CSAT) Score
78 / 100
Rakuten has an overall Customer Satisfaction score of 78 rated by its users and customers.
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Very Satisfied
21%
Satisfied
57%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
5%
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 Rakuten Customer Satisfaction
Rakuten's Customer Satisfaction score was rated highest by customers who have used Rakuten's products/services for 1 to 2 Years, and rated lowest by customers ages 51-55.
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Ranked Rakuten Customer Satisfaction the Highest
Ranked Rakuten Customer Satisfaction the Lowest
Rakuten Customer Satisfaction Score by Gender
Rakuten's Customer Satisfaction score was rated 90 by Male customers on Comparably.
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90 / 100
MaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 10% | |
Very Dissatisfied | 0% |
Rakuten Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Rakuten's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
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100 / 100
Very Satisfied
33%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Rakuten's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
40%
Satisfied
60%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Rakuten Customer Satisfaction Score by Age
Rakuten's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 51-55 | 67% |
Rakuten Customer Satisfaction Score by Usage
Rakuten's Customer Satisfaction score was rated the highest by customers who have used Rakuten's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Rakuten Customer Satisfaction Score by Industry
Rakuten's Customer Satisfaction score was rated 100 points by both Accounting and Tech industry customers.
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}Rakuten Customer Satisfaction vs. Competitors
Compared to its competitors, Rakuten's Customer Satisfaction score is rated right above Walmart, and is preceded by Target.
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Rakuten Customer Service
3.6/5
Rakuten has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About Rakuten's Customer Service
Address
1-14-1 Tamagawa, Setagaya-ku, Tokyo, 158-0094 Japan
Website
http://global.rakuten.com/corp
Rakuten's Social Links
Quick Insights into Rakuten Customer Service
Rakuten's Customer Service score was rated highest by customers ages 26-30, and rated lowest by Caucasian customers.
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Ranked Rakuten Customer Service the Highest
Ranked Rakuten Customer Service the Lowest
Rakuten Customer Service Score by Gender
Female customers rated Rakuten's Customer Service score 0.5 stars higher than Male customers.
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Male
4/5
Female
4.5/5
Rakuten Customer Service Score by Ethnicity
Rakuten's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.6 | Caucasian | 3.6 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Rakuten Customer Service Score by Age
Rakuten's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 51-55.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 4.5 | 26-30 | 4.5 |
31-35 4.3 | 31-35 | 4.3 |
36-40 4 | 36-40 | 4 |
41-45 4 | 41-45 | 4 |
51-55 4 | 51-55 | 4 |
Rakuten Customer Service Score by Usage
Rakuten's Customer Service score was rated the highest by customers who have used Rakuten's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Rakuten Customer Service Score by Industry
Rakuten's Customer Service score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Rakuten Customer Service vs. Competitors
Compared to its competitors, Rakuten's Customer Service score is rated right above Walmart, and is preceded by Akamai.
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Rakuten as an Employer
3.4/5
Rakuten has a 3.4/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Rakuten scored a 16 for Net Promoter Score and a 15 for Employee Net Promoter Score. NPS gauges how likely a customer of Rakuten would recommend the brand to a friend. ENPS measures how likely Rakuten employees would recommend working at Rakuten to a friend.
Net Promoter Score
16
NPS Score
| 45% | Promoters |
|---|---|
| 26% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
15
eNPS Score
| 45% | Promoters |
|---|---|
| 25% | Passive |
| 30% | Detractors |
