JD.com, Inc.
jd.com ↗In their words
“In Q1, our net promoter score, the NPS on price competitiveness improved both year-on-year and sequentially, demonstrating that our low price efforts are better resonating with our users.”
“NPS, the Net Promoter Score of our 3P offerings also continues to pick up in Q4, both year-on-year and on a sequential basis. As a result, our marketplace and marketing revenues were up 13% year-on-year in Q4, a substantial acceleration from previous…”
“As a result, our 3P Net Promoter Score has improved sequentially for the past two quarters, while our 1P NPS remains at a very high level. Going forward, we will continue to invest in user experience as we believe it will translate to stronger user…”
NPS disclosures (15)
In Q1, our net promoter score, the NPS on price competitiveness improved both year-on-year and sequentially, demonstrating that our low price efforts are better resonating with our users.
NPS, the Net Promoter Score of our 3P offerings also continues to pick up in Q4, both year-on-year and on a sequential basis. As a result, our marketplace and marketing revenues were up 13% year-on-year in Q4, a substantial acceleration from previous…
As a result, our 3P Net Promoter Score has improved sequentially for the past two quarters, while our 1P NPS remains at a very high level. Going forward, we will continue to invest in user experience as we believe it will translate to stronger user…
And these industry-leading service innovations have resulted in a notable increase in user satisfaction, as evidenced by our rising NPS. [Interpreted] So to conclude, from the long-term perspective, we will consistently leverage the advantage we have…
Furthermore, user satisfaction rate has improved with NPS of both self-operated and the marketplace, achieving an increase year-on-year. We've seen user growth has maintained such momentum.
In addition, the company’s customer engagement further improved with growing user order frequency, and its Net Promoter Score (NPS) also increased year-on-year and sequentially in the quarter.
In particular, fulfillment cost per order continued to come down, while Net Promoter Scores and merchant satisfaction levels further improved.
Our NPS score has been on a steady growth trajectory, hitting all-time high this quarter as we continue to enrich our product offering and improve shopping experience, after-sales, and fulfillment services through technology.
And third, the net promoter scores of our marketplace business continued to improve. This all speaks to the increasing recognition of merchants and customers and healthy business growth.
We are pleased to see that the NPS, Net Promoter Scores, of our online marketplace continues to improve over the year. So far this year, our merchants' renewal rate is much higher than in the past, reflecting a significant improvement in merchant…
Regarding the growth of our core product business, it has been growing steadily this year and we also see that our NPS score, which is our Net Promoter Scores to show the user experience is also growing rapidly.
This is further evidenced by our number one internal KPI, the Net Promoter Scores which reached all time high across all of our core businesses.
JD.com management highlighted its increasing net promoter scores as part of its competitive advantage strategy.
…this year we have done a lot of work, overall across the company to ensure the enhancements of users experience and through our NPS monitoring we have seen users experience has very tangible progress and we are continuing our investments on improving…
…value continues to go up. [Foreign Language] And secondly, since earlier January this year, in the JD Group and also JD Retail, we have emphasized our efforts on the users experience and making NPS and etc. indicators as important performance indicator.
Retention disclosures (1)
JD.com attributed customer growth to all-around improvement in existing and new user retention rates.
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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.