15
NPS
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Zalando
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About Zalando's Brand
Operator of a cross-platform online store designed to offer apparel and accessories. The company's cross-platform online store offers a range of products, including clothes, shoes and accessories for women, men and children, enabling consumers to purchase products from a variety of brands through an online platform. Among its major competitors, Zalando is ranked in 8th place for NPS while H & M Hennes & Mauritz is 1st, and Espirit Holdings is 2nd.
Brand at a Glance
86%
Customer Loyalty
4/5
Product Quality
3.9/5
Pricing
4.1/5
Customer Service
Zalando Ranking
- #4 / 4 of its competitors
Zalando NPS
Zalando's Net Promoter Score (NPS) is a 15 with 47% Promoters, 21% Passives, and 32% Detractors. Net Promoter Score tracks whether Zalando's customers would recommend using the product based on a scale of -100 to 100.
Zalando Overall NPS
| 47% | Promoters |
|---|---|
| 21% | Passives |
| 32% | Detractors |
Zalando NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2024 19 | Jun 2024 | 19 |
Jul 2024 21 | Jul 2024 | 21 |
Sep 2024 19 | Sep 2024 | 19 |
Nov 2024 19 | Nov 2024 | 19 |
Dec 2024 17 | Dec 2024 | 17 |
Jan 2025 16 | Jan 2025 | 16 |
Feb 2025 16 | Feb 2025 | 16 |
Apr 2025 16 | Apr 2025 | 16 |
May 2025 15 | May 2025 | 15 |
Jun 2025 15 | Jun 2025 | 15 |
Aug 2025 15 | Aug 2025 | 15 |
Nov 2025 15 | Nov 2025 | 15 |
How Other Brands Compare
Zalando is ranked #4 for NPS among its competitors. Amazon and Farfetch come in first and second, with Topshop coming in at third.
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.
Zalando NPS by Gender
Male customers rated Zalando's NPS 10 points higher than Female customers.
Male
37
Zalando's NPS was rated 37 by Male customers on Comparably.
58%
Promoters
21%
Passives
21%
Detractors
Female
27
Zalando's NPS was rated 27 by Female customers on Comparably.
53%
Promoters
21%
Passives
26%
Detractors
Zalando NPS by Ethnicity
Zalando's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 26 | Caucasian | 26 |
Hispanic or Latino 25 | Hispanic or Latino | 25 |
African American/Black -34 | African American/Black | -34 |
Asian or Pacific Islander 60 | Asian or Pacific Islander | 60 |
Other 17 | Other | 17 |
Zalando NPS by Age
Zalando's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
Zalando NPS by Usage
Zalando's NPS was rated the highest by customers who have used Zalando's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 33 | Less than 1 Year | 33 |
1 to 2 Years 49 | 1 to 2 Years | 49 |
2 to 5 Years 37 | 2 to 5 Years | 37 |
5 to 10 Years -17 | 5 to 10 Years | -17 |
Zalando NPS vs. Competitors
Compared to its competitors, Zalando's NPS is rated right above Adazon, and is preceded by Topshop.
| COMPANY | NPS Score | |
|---|---|---|
 | H & M Hennes & Mauritz | 100 |
 | Espirit Holdings | 100 |
 | Yoox Net-a-Porter | 100 |
 | Amazon | 49 |
 | Farfetch | 37 |
 | ASOS | 33 |
 | Topshop | 19 |
| Zalando | 15 |
 | Adazon | N/A |
Zalando Customer Reviews
Out of the 5 Zalando customer reviews 3 were positive and 2 were constructive. Zalando 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
Zalando Customer Loyalty
86%
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.
86% of Zalando users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Zalando Customer Loyalty Score by Gender
Male customers rated Zalando's Customer Loyalty score 4% higher than Female customers.
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Male
95%
Yes
Female
91%
Yes
Zalando Customer Loyalty Score by Ethnicity
Zalando's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Zalando.
81
out of 100
Caucasian
78
out of 100
Hispanic or Latino
100
out of 100
African American/Black
100
out of 100
Asian or Pacific Islander
100
out of 100
Other
Zalando Customer Loyalty Score by Age
Zalando's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 26-30.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 93% | 18-25 | 93% |
26-30 82% | 26-30 | 82% |
31-35 100% | 31-35 | 100% |
36-40 90% | 36-40 | 90% |
Zalando Customer Loyalty Score by Usage
Zalando's Customer Loyalty score was rated the highest by customers who have used Zalando's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Zalando Customer Loyalty Score by Industry
Zalando's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Aerospace and Aviation industry customers.
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Zalando Customer Loyalty vs. Competitors
Compared to its competitors, Zalando's Customer Loyalty score is rated right above ASOS, and is preceded by Amazon.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| H & M Hennes & Mauritz | 100% |
| Amazon | 89% |
| Zalando | 86% |
| ASOS | 84% |
| Farfetch | 79% |
| Topshop | 58% |
| Espirit Holdings | 10% |
| Yoox Net-a-Porter | N/A |
| Adazon | N/A |
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Zalando Product Quality
4/5
Zalando has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Zalando Product Information
Zalando’s product quality score is a 4 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Zalando's product the highest. Reviewers from the Aerospace and Aviation industry rated Zalando the lowest at 3.6.
- Website
- corporate.zalando.com
- Company Size
- 10,000+ Employees
Quick Insights into Zalando Product Quality
Zalando's Product Quality score was rated highest by customers ages 18-25, and rated lowest by African American/Black customers.
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Ranked Zalando Product Quality the Highest
Ranked Zalando Product Quality the Lowest
Zalando Product Quality Score by Gender
Female customers rated Zalando's Product Quality score 0.3 stars higher than Male customers.
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Male
4.1/5
Female
4.4/5
Zalando Product Quality Score by Ethnicity
Zalando's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
Hispanic or Latino 4.4 | Hispanic or Latino | 4.4 |
African American/Black 2.8 | African American/Black | 2.8 |
Asian or Pacific Islander 4.7 | Asian or Pacific Islander | 4.7 |
Other 3.8 | Other | 3.8 |
Zalando Product Quality Score by Age
Zalando's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.7 | 18-25 | 4.7 |
26-30 4.5 | 26-30 | 4.5 |
31-35 4.2 | 31-35 | 4.2 |
36-40 4 | 36-40 | 4 |
Zalando Product Quality Score by Usage
Zalando's Product Quality score was rated the highest by customers who have used Zalando's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Zalando Product Quality Score by Industry
Zalando's Product Quality score was rated the highest by Tech industry customers, and the lowest by Aerospace and Aviation industry customers.
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Zalando Product Quality vs. Competitors
Compared to its competitors, Zalando's Product Quality score is rated right above Topshop, and is preceded by ASOS.
| COMPANY | Product Quality Score | |
|---|---|---|
| Amazon | 4.2/5 |
| Farfetch | 4.1/5 |
| ASOS | 4.1/5 |
| Zalando | 4/5 |
| Topshop | 3.8/5 |
| H & M Hennes & Mauritz | 3.7/5 |
| Espirit Holdings | 1.5/5 |
| Yoox Net-a-Porter | N/A |
| Adazon | N/A |
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Zalando Pricing
Zalando ROI & Value For Money
3.9/5
Zalando has a value for money and ROI score of 3.9 out of 5 stars rated by its users and customers.
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Zalando 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 Aerospace and Aviation industry think that they had the lowest ROI from Zalando.
Quick Insights into Zalando ROI
Zalando's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by African American/Black customers.
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Ranked Zalando ROI the Highest
Ranked Zalando ROI the Lowest
Zalando ROI Score by Gender
Zalando's ROI score was rated 4 by both Female and Male customers on Comparably.
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Male
4/5
Female
4/5
Zalando ROI Score by Ethnicity
Zalando's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 2.8 | African American/Black | 2.8 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Other 4 | Other | 4 |
Zalando ROI Score by Age
Zalando's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 4.4 | 26-30 | 4.4 |
31-35 4 | 31-35 | 4 |
36-40 4 | 36-40 | 4 |
Zalando ROI Score by Usage
Zalando's ROI score was rated the highest by customers who have used Zalando's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Zalando ROI Score by Industry
Zalando's ROI score was rated the highest by Tech industry customers, and the lowest by Aerospace and Aviation industry customers.
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Zalando Pricing vs. Competitors
Compared to its competitors, Zalando's ROI score is rated right above Farfetch, and is preceded by Amazon.
| COMPANY | Pricing Score | |
|---|---|---|
| H & M Hennes & Mauritz | 4.5/5 |
| Amazon | 4.1/5 |
| Zalando | 3.9/5 |
| Farfetch | 3.8/5 |
| ASOS | 3.7/5 |
| Topshop | 3.3/5 |
| Espirit Holdings | 1.5/5 |
| Yoox Net-a-Porter | N/A |
| Adazon | N/A |
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Zalando Customer Satisfaction (CSAT)
Zalando Customer Satisfaction (CSAT) Score
82 / 100
Zalando has an overall Customer Satisfaction score of 82 rated by its users and customers.
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Very Satisfied
44%
Satisfied
38%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
2%
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 Zalando Customer Satisfaction
Zalando's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by African American/Black customers.
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Ranked Zalando Customer Satisfaction the Highest
Ranked Zalando Customer Satisfaction the Lowest
Zalando Customer Satisfaction Score by Gender
Male customers rated Zalando's Customer Satisfaction score 15 points higher than Female customers.
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94 / 100
MaleVery Satisfied | 44% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
79 / 100
FemaleVery Satisfied | 58% | |
|---|---|---|
Satisfied | 21% | |
Neither Satisfied nor Dissatisfied | 11% | |
Dissatisfied | 0% | |
Very Dissatisfied | 10% |
Zalando Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Zalando's Customer Satisfaction (CSAT) score was rated 77% according to Caucasian users and customers.
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77 / 100
Very Satisfied
46%
Satisfied
31%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
0%
Very Dissatisfied
8%
CSAT according to Hispanic or Latino
Zalando's Customer Satisfaction (CSAT) score was rated 75% according to Hispanic or Latino users and customers.
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75 / 100
Very Satisfied
75%
Satisfied
0%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to African American/Black
Zalando's Customer Satisfaction (CSAT) score was rated 67% according to African American/Black users and customers.
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67 / 100
Very Satisfied
0%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to Asian or Pacific Islander
Zalando'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
60%
Satisfied
40%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Zalando's Customer Satisfaction (CSAT) score was rated 83% according to Other users and customers.
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83 / 100
Very Satisfied
50%
Satisfied
33%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
0%
Zalando Customer Satisfaction Score by Age
Zalando's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
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0
20
40
60
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100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 26-30 | 80% | |||||||||||||||
| 31-35 | 100% | |||||||||||||||
| 36-40 | 78% |
Zalando Customer Satisfaction Score by Usage
Zalando's Customer Satisfaction score was rated the highest by customers who have used Zalando's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Zalando Customer Satisfaction Score by Industry
Zalando's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Aerospace and Aviation industry customers.
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{
"title": "Zalando Customer Satisfaction Score by Industry",
"text": "Zalando's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Aerospace and Aviation industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 88,
"stars": 0,
"csatScore": 88,
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"scoreClassName": "max",
"scoreLabel": 88
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 75,
"stars": 0,
"csatScore": 75,
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"scoreClassName": "",
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}Zalando Customer Satisfaction vs. Competitors
Compared to its competitors, Zalando's Customer Satisfaction score is rated right above Farfetch, and is preceded by Amazon.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| H & M Hennes & Mauritz | 100% |
| ASOS | 96% |
| Amazon | 84% |
| Zalando | 82% |
| Farfetch | 80% |
| Espirit Holdings | 0% |
| Yoox Net-a-Porter | 0% |
| Topshop | 0% |
| Adazon | 0% |
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Zalando Customer Service
4.1/5
Zalando has an overall Customer Service score of 4.1 out of 5 stars rated by its users and customers.
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About Zalando's Customer Service
Address
10243
Website
corporate.zalando.com
Phone Number
7
Quick Insights into Zalando Customer Service
Zalando's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by African American/Black customers.
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Ranked Zalando Customer Service the Highest
Ranked Zalando Customer Service the Lowest
Zalando Customer Service Score by Gender
Male customers rated Zalando's Customer Service score 0.2 stars higher than Female customers.
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Male
4.2/5
Female
4/5
Zalando Customer Service Score by Ethnicity
Zalando's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 4.7 | Asian or Pacific Islander | 4.7 |
Other 4.5 | Other | 4.5 |
Zalando Customer Service Score by Age
Zalando's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4.4 | 26-30 | 4.4 |
31-35 4.1 | 31-35 | 4.1 |
36-40 4 | 36-40 | 4 |
Zalando Customer Service Score by Usage
Zalando's Customer Service score was rated the highest by customers who have used Zalando's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Zalando Customer Service Score by Industry
Zalando's Customer Service score was rated the highest by Tech industry customers, and the lowest by Aerospace and Aviation industry customers.
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Zalando Customer Service vs. Competitors
Compared to its competitors, Zalando's Customer Service score is rated right above Farfetch, and is preceded by Amazon.
| COMPANY | Customer Service Score | |
|---|---|---|
| H & M Hennes & Mauritz | 4.5/5 |
| Amazon | 4.2/5 |
| Zalando | 4.1/5 |
| Farfetch | 4/5 |
| ASOS | 3.7/5 |
| Topshop | 3.5/5 |
| Espirit Holdings | 1.5/5 |
| Yoox Net-a-Porter | N/A |
| Adazon | N/A |
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Zalando as an Employer
Consumer vs. Employees
Zalando scored a 15 for Net Promoter Score and a -11 for Employee Net Promoter Score. NPS gauges how likely a customer of Zalando would recommend the brand to a friend. ENPS measures how likely Zalando employees would recommend working at Zalando to a friend.
Net Promoter Score
15
NPS Score
| 47% | Promoters |
|---|---|
| 21% | Passive |
| 32% | Detractors |
Employee Net Promoter Score
-11
eNPS Score
| 27% | Promoters |
|---|---|
| 35% | Passive |
| 38% | Detractors |
