Amazon
amazon.com ↗In their words
“Amazon exemplifies consistency-driven customer retention, with 88% of consumers starting their shopping journey on the platform.”
“Amazon's financial wellness program for employees achieved a Net Promoter Score of 90, indicating overwhelming satisfaction and loyalty.”
“Amazon scored 55.8 in net promoter score in the America's 5 Most Loved Retailers survey.”
Disclosed NPS over time
Every Net Promoter Score Amazon has published, by date.
NPS disclosures (14)
Amazon Quick Dashboard monitors CSAT as a customer satisfaction metric using a 1–5 rating scale.
Amazon Connect and PwC have delivered 10% to 15% improvements in Net Promoter Score along with cost reductions up to 40%.
Amazon's financial wellness program for employees achieved a Net Promoter Score of 90, indicating overwhelming satisfaction and loyalty.
Amazon Prime Video's Net Promoter Score reached the lowest level in over three years following ad tier launch, with significant subscriber churn.
Prime Video's Net Promoter Score, which measures subscriber advocacy, has risen among users.
Amazon continued to show a higher net promoter score than competitors, gauging customer loyalty during festive sales.
Amazon's Net Promoter Score has slipped in six of nine categories amid competition from major retailers during peak shopping periods.
Amazon continued to fare higher in NPS than Flipkart in India's festive e-commerce sales.
Amazon's net promoter score has been declining in key holiday shopping categories, indicating softer customer sentiment.
Amazon scored 55.8 in net promoter score in the America's 5 Most Loved Retailers survey.
Amazon received an average Net Promoter Score of 47 from Prime customers, significantly higher than regional (31) or national banks (18).
Amazon had an overall Net Promoter score of 47 in Bain's survey, compared to regional banks' collective score of 31.
Amazon leads the serverless platform market with 44% developer adoption and leads in Net Promoter Scores and satisfaction.
Amazon garnered 61% net promoter score, reflecting a 14% increase year-over-year in customer loyalty.
Retention disclosures (20)
Amazon Prime leverages personalization to drive customer loyalty and retention.
Investors express concern about declining Amazon customer retention rates as operational shifts risk misaligned expectations.
Amazon Prime, launched in 2005, is described as a cornerstone of the company's customer retention strategy.
Amazon exemplifies consistency-driven customer retention, with 88% of consumers starting their shopping journey on the platform.
Amazon expands 'Buy with Prime' program to increase conversion rates and customer loyalty for merchants.
Amazon implements post-purchase retention tactics including easy shipment tracking and self-help customer service to improve customer retention.
Vulcan Value Partners notes that Amazon's customer retention and engagement remain at high levels, supported by consumer experience investments.
Amazon is expanding Prime benefits to maintain customer loyalty and reduce churn likelihood among members.
AWS partners with Howard University on cloud upskilling to support customer reach expansion and customer retention improvement.
Analyst commentary on Amazon's growth driven by higher Prime subscription retention; no specific retention rate disclosed.
Amazon's eero tool for ISPs is claimed to increase customer retention, though a specific figure is not disclosed.
eero mesh wifi systems for service providers have achieved customer retention increases, though the specific figure is not stated.
Amazon Prime membership expected to see improved customer retention and gross additions as consumer awareness increases.
AWS partners earn Digital Customer Experience competency covering customer acquisition and retention lifecycle.
Amazon maintains a 90% customer retention rate despite losing approximately 10 million subscribers annually to churn.
Amazon is investing in customer retention initiatives as part of its growth strategy.
Amazon expands Prime TV content to encourage customer retention.
Amazon Go reported an above-average customer retention rate of 44%.
Amazon has mastered customer retention through its growing Prime subscriber base, driving Prime Day success.
Amazon Prime restricts two-hour grocery delivery to Prime members in India as a loyalty and retention strategy.
Lighthouse companies in Retail & e-commerce
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.