30
NPS
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Zalora is ranked #276 in Tech Brands
Zalora is ranked #276 in Tech Brands
About Zalora's Brand
Operator of an online fashion retail store in Asia. The company is a multi-brand retailer of clothing, footwear, accessories and personal products for women and men. It operates online shopping portals for multiple countries in Asia, including Malaysia, Singapore, Indonesia, Thailand, Philippines, Vietnam, Brunei and Hong Kong. Zalora’s brand is ranked #835 in the list of Global Best Brands, a carefully curated list of recognized brands as rated by customers of Zalora. When compared to other organizations within the Tech industry, Zalora is ranked #276. Among its major competitors, Zalora is ranked in 2nd place for NPS while CHARLES & KEITH is 1st, and Lazada Group is 3rd.
Brand at a Glance
75%
Customer Loyalty
4.1/5
Product Quality
3.9/5
Pricing
4/5
Customer Service
Zalora Ranking
- #835 in Global Best Brands
- #276 in Tech
- #2 / 3 of its competitors
Zalora NPS
Zalora's Net Promoter Score (NPS) is a 30 with 51% Promoters, 28% Passives, and 21% Detractors. Net Promoter Score tracks whether Zalora's customers would recommend using the product based on a scale of -100 to 100.
Zalora Overall NPS
| 51% | Promoters |
|---|---|
| 28% | Passives |
| 21% | Detractors |
Zalora NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2024 30 | Jun 2024 | 30 |
Aug 2024 30 | Aug 2024 | 30 |
Sep 2024 30 | Sep 2024 | 30 |
Oct 2024 30 | Oct 2024 | 30 |
Nov 2024 32 | Nov 2024 | 32 |
Dec 2024 32 | Dec 2024 | 32 |
Jan 2025 32 | Jan 2025 | 32 |
Mar 2025 31 | Mar 2025 | 31 |
Jun 2025 32 | Jun 2025 | 32 |
Sep 2025 32 | Sep 2025 | 32 |
Nov 2025 30 | Nov 2025 | 30 |
Jan 2026 30 | Jan 2026 | 30 |
How Other Brands Compare
Zalora is ranked second for NPS among its competitors. CHARLES & KEITH and Lazada Group come in first and third.
 Zalora |  CHARLES & KEITH |  Lazada Group | |
| Global Ranking | #835 | #- | #- |
| NPS | 30 | 69 | 23 |
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.
Zalora NPS by Gender
Female customers rated Zalora's NPS 20 points higher than Male customers.
Male
25
Zalora's NPS was rated 25 by Male customers on Comparably.
50%
Promoters
25%
Passives
25%
Detractors
Female
45
Zalora's NPS was rated 45 by Female customers on Comparably.
60%
Promoters
25%
Passives
15%
Detractors
Zalora NPS by Ethnicity
Zalora'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 50 | Asian or Pacific Islander | 50 |
Other 47 | Other | 47 |
Zalora NPS by Age
Zalora's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
Zalora NPS by Usage
Zalora's NPS was rated the highest by customers who have used Zalora's products/services for 5 to 10 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 40 | 1 to 2 Years | 40 |
2 to 5 Years 52 | 2 to 5 Years | 52 |
5 to 10 Years 89 | 5 to 10 Years | 89 |
Zalora NPS vs. Competitors
Compared to its competitors, Zalora's NPS is rated right above Lazada Group, and is preceded by CHARLES & KEITH.
| COMPANY | NPS Score | |
|---|---|---|
| CHARLES & KEITH | 69 |
| Zalora | 30 |
| Lazada Group | 23 |
Zalora Customer Reviews
Out of the 8 Zalora customer reviews 8 were positive and 0 were constructive. Zalora customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Zalora Customer Loyalty
75%
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.
75% of Zalora users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Zalora Customer Loyalty Score by Gender
Male customers rated Zalora's Customer Loyalty score 7% higher than Female customers.
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Male
85%
Yes
Female
78%
Yes
Zalora Customer Loyalty Score by Ethnicity
Zalora's Customer Loyalty score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Zalora.
75
out of 100
Asian or Pacific Islander
93
out of 100
Other
Zalora Customer Loyalty Score by Age
Zalora's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 74% | 18-25 | 74% |
26-30 89% | 26-30 | 89% |
31-35 64% | 31-35 | 64% |
36-40 100% | 36-40 | 100% |
Zalora Customer Loyalty Score by Usage
Zalora's Customer Loyalty score was rated the highest by customers who have used Zalora's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Zalora Customer Loyalty Score by Industry
Zalora's Customer Loyalty score was rated the highest by Computer Hardware industry customers, and the lowest by Arts and Entertainment industry customers.
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Zalora Customer Loyalty vs. Competitors
Compared to its competitors, Zalora's Customer Loyalty score is rated right above CHARLES & KEITH, and is preceded by Lazada Group.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Lazada Group | 81% |
| Zalora | 75% |
| CHARLES & KEITH | 71% |
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Customer Loyalty for Other Tech Brands
In the Tech industry, Zalora's Customer Loyalty score is rated right below Peloton.
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Zalora Product Quality
4.1/5
Zalora has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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Zalora Product Information
Zalora’s product quality score is a 4.1 out of 5 as rated by its users and customers. Reviewers from the Education industry rated Zalora's product the highest. Reviewers from the Business and Consumer Services industry rated Zalora the lowest at 4.2.
- Website
- worldwide.zalora.com
- Company Size
- 1,001-5,000 Employees
Industry
Ecommerce and Marketplaces
Quick Insights into Zalora Product Quality
Zalora's Product Quality score was rated highest by customers from the Education industry, and rated lowest by customers ages 36-40.
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Ranked Zalora Product Quality the Highest
Ranked Zalora Product Quality the Lowest
Zalora Product Quality Score by Gender
Female customers rated Zalora's Product Quality score 0.1 stars higher than Male customers.
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Male
4.2/5
Female
4.3/5
Zalora Product Quality Score by Ethnicity
Zalora's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.4 | Asian or Pacific Islander | 4.4 |
Other 3.9 | Other | 3.9 |
Zalora Product Quality Score by Age
Zalora's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 4.3 | 26-30 | 4.3 |
31-35 4.5 | 31-35 | 4.5 |
36-40 3.2 | 36-40 | 3.2 |
Zalora Product Quality Score by Usage
Zalora's Product Quality score was rated the highest by customers who have used Zalora's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Zalora Product Quality Score by Industry
Zalora's Product Quality score was rated the highest by Education industry customers, and the lowest by Accounting industry customers.
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Zalora Product Quality vs. Competitors
Compared to its competitors, Zalora's Product Quality score is rated right above Lazada Group, and is preceded by CHARLES & KEITH.
| COMPANY | Product Quality Score | |
|---|---|---|
| CHARLES & KEITH | 4.1/5 |
| Zalora | 4.1/5 |
| Lazada Group | 3.9/5 |
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Product Quality for Other Tech Brands
In the Tech industry, Zalora's Product Quality score is rated right above Peloton, and is preceded by Google.
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Zalora Pricing
Zalora ROI & Value For Money
3.9/5
Zalora 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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Zalora 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 Computer Hardware industry. The users from the Accounting industry think that they had the lowest ROI from Zalora.
Quick Insights into Zalora ROI
Zalora's ROI score was rated highest by customers from the Computer Hardware industry, and rated lowest by customers who have used Zalora's products/services for Less than 1 Year.
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Ranked Zalora ROI the Highest
Ranked Zalora ROI the Lowest
Zalora ROI Score by Gender
Female customers rated Zalora's ROI score 0.2 stars higher than Male customers.
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Male
3.8/5
Female
4/5
Zalora ROI Score by Ethnicity
Zalora'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 3.9 | Asian or Pacific Islander | 3.9 |
Other 4 | Other | 4 |
Zalora ROI Score by Age
Zalora'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 3.9 | 18-25 | 3.9 |
26-30 4.4 | 26-30 | 4.4 |
31-35 4 | 31-35 | 4 |
36-40 3.7 | 36-40 | 3.7 |
Zalora ROI Score by Usage
Zalora's ROI score was rated the highest by customers who have used Zalora's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Zalora ROI Score by Industry
Zalora's ROI score was rated the highest by Computer Hardware industry customers, and the lowest by Accounting industry customers.
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Zalora Pricing vs. Competitors
Compared to its competitors, Zalora's ROI score is rated right above Lazada Group, and is preceded by CHARLES & KEITH.
| COMPANY | Pricing Score | |
|---|---|---|
| CHARLES & KEITH | 4/5 |
| Zalora | 3.9/5 |
| Lazada Group | 3.8/5 |
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ROI for Other Tech Brands
In the Tech industry, Zalora's ROI score is rated right above ROBLOX, and is preceded by Apple.
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Zalora Customer Satisfaction (CSAT)
Zalora Customer Satisfaction (CSAT) Score
82 / 100
Zalora has an overall Customer Satisfaction score of 82 rated by its users and customers.
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Very Satisfied
36%
Satisfied
46%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
5%
Very Dissatisfied
3%
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 Zalora Customer Satisfaction
Zalora's Customer Satisfaction score was rated highest by customers who have used Zalora's products/services for 5 to 10 Years, and rated lowest by customers from the Accounting industry.
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Ranked Zalora Customer Satisfaction the Highest
Ranked Zalora Customer Satisfaction the Lowest
Zalora Customer Satisfaction Score by Gender
Female customers rated Zalora's Customer Satisfaction score 2 points higher than Male customers.
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88 / 100
MaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 38% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 12% | |
Very Dissatisfied | 0% |
90 / 100
FemaleVery Satisfied | 45% | |
|---|---|---|
Satisfied | 45% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 5% | |
Very Dissatisfied | 0% |
Zalora Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Zalora's Customer Satisfaction (CSAT) score was rated 91% according to Asian or Pacific Islander users and customers.
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91 / 100
Very Satisfied
50%
Satisfied
41%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
3%
Very Dissatisfied
0%
CSAT according to Other
Zalora's Customer Satisfaction (CSAT) score was rated 77% according to Other users and customers.
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77 / 100
Very Satisfied
46%
Satisfied
31%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
15%
Very Dissatisfied
0%
Zalora Customer Satisfaction Score by Age
Zalora'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
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 91% | |||||||||||||||
| 26-30 | 75% | |||||||||||||||
| 31-35 | 80% | |||||||||||||||
| 36-40 | 67% |
Zalora Customer Satisfaction Score by Usage
Zalora's Customer Satisfaction score was rated the highest by customers who have used Zalora's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Zalora Customer Satisfaction Score by Industry
Zalora'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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}Zalora Customer Satisfaction vs. Competitors
Compared to its competitors, Zalora's Customer Satisfaction score is rated right above Lazada Group, and is preceded by CHARLES & KEITH.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| CHARLES & KEITH | 91% |
| Zalora | 82% |
| Lazada Group | 77% |
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Customer Satisfaction for Other Tech Brands
In the Tech industry, Zalora's Customer Satisfaction score is rated right above Google, and is preceded by Spotify.
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Zalora Customer Service
4/5
Zalora has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Zalora's Customer Service
Address
Unit A-5-1, Level 5, Block A, Southgate Commercial Centre, Kuala Lumpur, 55200 Bermuda
Website
worldwide.zalora.com
Phone Number
6
Quick Insights into Zalora Customer Service
Zalora's Customer Service score was rated highest by customers from the Computer Hardware industry, and rated lowest by customers ages 36-40.
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Ranked Zalora Customer Service the Highest
Ranked Zalora Customer Service the Lowest
Zalora Customer Service Score by Gender
Female customers rated Zalora's Customer Service score 0.5 stars higher than Male customers.
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Male
3.6/5
Female
4.1/5
Zalora Customer Service Score by Ethnicity
Zalora's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 3.7 | Other | 3.7 |
Zalora Customer Service Score by Age
Zalora'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 | 18-25 | 4 |
26-30 4.4 | 26-30 | 4.4 |
31-35 4 | 31-35 | 4 |
36-40 1.9 | 36-40 | 1.9 |
Zalora Customer Service Score by Usage
Zalora's Customer Service score was rated the highest by customers who have used Zalora's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Zalora Customer Service Score by Industry
Zalora's Customer Service score was rated the highest by Computer Hardware industry customers, and the lowest by Education industry customers.
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Zalora Customer Service vs. Competitors
Compared to its competitors, Zalora's Customer Service score is rated right below CHARLES & KEITH.
| COMPANY | Customer Service Score | |
|---|---|---|
| Lazada Group | 4/5 |
| CHARLES & KEITH | 4/5 |
| Zalora | 4/5 |
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Customer Service for Other Tech Brands
In the Tech industry, Zalora's Customer Service score is rated right above Peloton, and is preceded by Nintendo.
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Zalora as an Employer
Consumer vs. Employees
Zalora scored a 30 for Net Promoter Score and a 27 for Employee Net Promoter Score. NPS gauges how likely a customer of Zalora would recommend the brand to a friend. ENPS measures how likely Zalora employees would recommend working at Zalora to a friend.
Net Promoter Score
30
NPS Score
| 51% | Promoters |
|---|---|
| 28% | Passive |
| 21% | Detractors |
Employee Net Promoter Score
27
eNPS Score
| 45% | Promoters |
|---|---|
| 37% | Passive |
| 18% | Detractors |
Global Ranking Snapshot
Zalora is ranked #835 in the Global Top 100 Brands. It ranks just behind Zenoti and just ahead of Landmark.
