Alibaba
alibaba.com ↗In their words
“Retention rate (High-spend consumers (>RMB 10k annually on Taobao/Tmall)): 98% (12M ended June 30, 2022) — “more than 123 million annual active consumers each spent over RMB 10,000 on Taobao and Tmall, representing a retention rate of approximately 98%”
“The net year retention rate of new AACs acquired in calendar year 2020 was 86% in 2021”
“And when the consumer has a good experience around returns, that's going to be favorable for increasing retention and purchase frequency. And I think it's simple to note that on our platform this year, if you look at our Net Promoter Score, NPS, especially among mid- and high-tier consumers, our NPS has improved considerably.”
NPS disclosures (3)
Alibaba's Accio AI Search Engine maintains a Net Promoter Score exceeding 50, indicating high customer satisfaction.
And when the consumer has a good experience around returns, that's going to be favorable for increasing retention and purchase frequency. And I think it's simple to note that on our platform this year, if you look at our Net Promoter Score, NPS, especially among mid- and high-tier consumers, our NPS has improved considerably.
…an 300 urban cities throughout China. · Customer Service – We adopt a hybrid approach for customer service that leverages both human and AI-driven robots to resolve millions of daily queries from consumers on our platforms. During the quarter, we have continued to invest in human customer service capacity, which resulted in improving post-purchase net promoter score (NPS).
Retention disclosures (3)
Retention rate (High-spend consumers (>RMB 10k annually on Taobao/Tmall)): 98% (12M ended June 30, 2022) — “more than 123 million annual active consumers each spent over RMB 10,000 on Taobao and Tmall, representing a retention rate of approximately 98%”
Retention rate (New AACs acquired in calendar year 2020): 86% (2021) — “the net year retention rate of new AACs acquired in calendar year 2020 was 86% in 2021”
Alibaba has announced an enhanced micro-blogging feature (Weitao) on Taobao and Tmall marketplaces to help brands improve customer retention.
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.