eBay
ebay.com ↗In their words
“We've observed C2C seller NPS and customer satisfaction both up 20 points or more versus our previous baselines. Our buyer NPS also increased by double digits as buyers who sell returned to positive growth following the initiative launch.”
“One of our largest focus categories is parts and accessories, which is one of the highest buyer NPS scores on the platform. We know from experience how crucial trust is, and fitment is one of the best enablers of trust.”
“And I'd say in general, what we see is that when we take category-by-category, and we changed the NPS, and we changed the customer experience, that changes the buyers and sellers and the GMV follows.”
NPS disclosures (28)
Meaningful product experience improvements, many optimized for the German market, also improved important leading indicators like net promoter scores (NPS) and customer satisfaction (CSAT) in the region, which preceded a material improvement in GMV trends.
We've observed C2C seller NPS and customer satisfaction both up 20 points or more versus our previous baselines. Our buyer NPS also increased by double digits as buyers who sell returned to positive growth following the initiative launch.
eBay's Parts & Accessories category is noted as having one of the highest buyer NPS scores on the platform.
One of our largest focus categories is parts and accessories, which is one of the highest buyer NPS scores on the platform. We know from experience how crucial trust is, and fitment is one of the best enablers of trust.
eBay CFO Steve Priest highlighted the company's highest Net Promoter Score in the industry.
And I'd say in general, what we see is that when we take category-by-category, and we changed the NPS, and we changed the customer experience, that changes the buyers and sellers and the GMV follows.
Seller satisfaction has improved compared to Q3 and NPS scores from sellers in managed payments remain more than 10 points higher than the NPS of sellers who have yet to migrate.
But, one of the things that I'm happiest about is that the seller NPS on this, if you will, their happiness with this product is extremely high.
In 2014, the annual cash incentive program also included a customer satisfaction Net Promoter Score (NPS) and employee engagement employee Net Promoter Score (eNPS) incentive for employees at director-level and above.
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, Merchant Services net TPV (as…
In 2012, additional incentive payouts were payable if there were significant improvements in our net promoter score (a measure of customer satisfaction) and employee engagement over a multi-year period (with the payout occurring in the year in which the…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, Merchant 58 Services net TPV…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, Merchant Services net TPV (as…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, Merchant Services net TPV (as…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, net number of payments,…
…revenue and non-GAAP net income as the primary company performance measures and improvement in customer satisfaction (which we refer to as net promoter score), and improvement in employee engagement as the secondary company performance measures.
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, net number of payments,…
…operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, net number of payments, global…
…operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, net number of payments, GSI…
…operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net TPV, net number of payments, free cash…
…Maximum Actual FX-neutral revenue $ 8.337B — — $ 9.16B Non-GAAP net income $ 2.138B $ 2.250B $ 2.475B $ 2.299B Net promoter score improvement +4 points +7 points +10 points +3 points Employee engagement improvement +3 points +5 points +8 points 0…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include free cash flow (which we define as net cash provided by operating activities less purchases of property and equipment, net),…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net total payment volume (TPV), net…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, GMV, GMV excluding vehicles, number of sold items, net total payment volume (TPV), net…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, gross merchandise volume (GMV), GMV excluding vehicles, number of sold items, net total…
…Target Maximum Actual FX-neutral revenue $ 7.85B — — $ 8.45B Non-GAAP net income $ 1.738B $ 1.889B $ 2.172B $ 2.066B Net promoter score improvement +2 points +5 points +10 points +6 points 45 Table of Contents In 2009, the maximum incentive amount that…
Some key operating metrics that members of our senior management regularly review to evaluate our financial results include net promoter score (NPS), market share, gross merchandise volume (GMV), GMV excluding vehicles, number of sold items, net total…
During the second half of 2008, the committee added a customer retention metric, which we refer to as a “net promoter score,” for certain employees at the level of vice president and above (which includes all executive officers).
Retention disclosures (1)
eBay attributed improved profitability in part to changes in customer retention strategies.
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.