Baozun Inc.
In their words
“Our key accounts also show strong loyalty with a 95% renewal rate.”
“Our existing client's renewal rate reached a historical high at 95% in the first half of this year”
“For the third consecutive year we have achieved an excellent NPS ratings with 86% of our brand partners give us a positive rating.”
Disclosed NPS over time
Every Net Promoter Score Baozun Inc. has published, by date.
NPS disclosures (12)
Baozun reported improved Net Promoter Score in its 2024 Chairman Letter, reflecting strengthened market relevance and enhanced customer satisfaction.
The Company has implemented a quality management system called Net Promoter Score (NPS) for its core brand customers, and the Company’s NPS score reached 8.53 in 2024.
Our NPS score improved from 8.06 in the fiscal year of 2023 to 8.23 in the fiscal year of 2024, reflecting the increasing satisfaction of our clients with Baozun’s services.
So basically, since 2022 we launched the NPS program, the Net Promote Score program, with the aim to offer a good service, a stable service to our clients.
We have implemented a quality management system called Net Promoter Score (NPS) for our core brand clients. We diagnose the pain points of our core clients' satisfaction with targeted interviews and multidimensional quantitative questionnaires, develop…
For the third consecutive year, we have achieved an excellent NPS rating with 86% of our brand partners give us a positive rating. 109 Table of Contents As content-based platforms are generating a growing proportion of e-commerce, we established…
For the third consecutive year, we have achieved an excellent NPS rating with 86% of our brand partners giving us a positive rating. As content-based platforms are generating a growing proportion of e-commerce, we established Creative Content to…
For the third consecutive year we have achieved an excellent NPS ratings with 86% of our brand partners give us a positive rating.
We will continue to strengthen our structured client management framework and to improve our service quality through the NPS program, which we co-developed with Nielsen IQ.
Targeting core brand partners, we introduced the Net Promoter Score (NPS) quality management system to diagnose core customers' satisfaction factors and pain points through targeted interviews and multi-dimensional quantitative questionnaires.
Our NPS score reached greater than 8.5 out of 10 in 2021, which reflected our brand partners’ high level of satisfaction with our services.
To our knowledge, this pioneering survey is actually the first ever in China's e-commerce industry, and we are delighted of achieving a very positive NPS results of greater than 8.5 out of 10.
Retention disclosures (2)
Retention rate (key accounts): 95% (2024) — “Our key accounts also show strong loyalty with a 95% renewal rate.”
Retention rate (existing clients): 95% (H1 2024) — “Our existing client's renewal rate reached a historical high at 95% in the first half of this year”
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.