Etsy
etsy.com ↗In their words
“Still less than 2% churn from our sellers who participate in the U.S program”
“Minimal churn from those required to participate. In all, as of the end of Q2, less than 2% of sellers had opted out”
“Again, net promoter scores are high. And particularly if you look at net promoter score right after the item arrives, which is really kind of the moment of truth, they’re really high.”
NPS disclosures (5)
Etsy's customer satisfaction rating earned a Net Promoter Score of 59.
Again, net promoter scores are high. And particularly if you look at net promoter score right after the item arrives, which is really kind of the moment of truth, they’re really high.
As you've heard us say Etsy's buyer net promoter scores are strong. We have an amazing selection of products, appropriate for a wide variety of purchase occasions.
We've also talked about how our Net Promoter Score among people who've shopped in the past is very, very high. So, they like us.
Additionally, our buyer net promoter score was substantially higher at the end of the third quarter versus the second quarter, which we believe is a positive response to the recent product changes.
Retention disclosures (7)
Etsy increases buyer retention through personalized marketing channels.
Etsy is prioritizing mobile app and loyalty program expansion to increase consumer engagement and retention in 2024.
Etsy reports improved customer retention rates, with increased buyers in the last 12 months compared to the previous quarter and year.
Churn (sellers (U.S. performance marketing program)): 2% (Q3 2021) — “still less than 2% churn from our sellers who participate in the U.S program”
Etsy is seeing encouraging data points in customer retention, frequency, and growth in lifetime value.
Churn (sellers (offsite ads program required participants)): 2% (Q2 2020) — “minimal churn from those required to participate. In all, as of the end of Q2, less than 2% of sellers had opted out”
Churn (sellers (Etsy Ads budget)): 0% (Q3 2019) — “no material churn in aggregate budgets...no material churn in seller adoption”
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.