MercadoLibre
mercadolibre.com ↗In their words
“And beyond the payback in the card itself, what we are seeing is that whenever we issue cards, we see a lift in Net Promoter Scores from those users.”
“We're very excited by the Net Promoter Score we are obtaining from a user, also from the frequency, the user use Mercado Pago and also by the sheer growth of our user base in Mexico.”
“We also improved the pairing process of mobile POS devices with merchants' cell phones and worked behind the scenes to reduce processing times, which had a positive impact on NPS and helped to improve the experience of merchants and buyers.”
Disclosed NPS over time
Every Net Promoter Score MercadoLibre has published, by date.
NPS disclosures (59)
And beyond the payback in the card itself, what we are seeing is that whenever we issue cards, we see a lift in Net Promoter Scores from those users.
MercadoLibre reported that Promoter Scores are all at record highs.
MercadoLibre management pointed to record net promoter scores as evidence of growth alongside conversion gains and market share increases.
Mercado Libre claims a Net Promoter Score advantage of up to 30 points versus traditional competitors in customer satisfaction.
In Brazil, we outperform everyone on NPS, particularly the incumbent banks with a gap of up to 30ppts – reflecting how much better we serve our customers than the traditional financial system, and how much room we have to displace it.
In 2025, that focus led to another important milestone: record Net Promoter Scores across both our Commerce and Fintech businesses in Brazil, Mexico, Argentina and Chile, reflecting many years of disciplined investment in logistics, technology and…
…volume - adjusted (the total sum of all transactions paid for using Mercado Pago, including marketplace and non-marketplace transactions, excluding peer-to-peer transactions) (in constant dollars) and the Company’s Competitive Net Promoter Score.
MercadoLibre reports record Net Promoter Scores across all three core markets in 2025.
MercadoLibre's fintech arm Mercado Pago achieved leading Net Promoter Score across Brazil, Mexico, Argentina, and Chile.
Mercado Libre discussed Net Promoter Scores in both Commerce and Fintech divisions as part of its Q4 2025 earnings.
Customer satisfaction reached new highs, with record Net Promoter Scores (NPS) across Commerce and Fintech in Brazil, Mexico and Argentina.
intechs in Brazil, and we have maintained NPS leadership among fintechs in Mexico. The next step toward our goal is to continue driving principality.
Leading net promoter scores (NPS) in Brazil, Mexico, Argentina and Chile show that this is already a reality. So too does the growth in our user base, which has doubled over the last two and a half years to reach almost 68mn MAUs in Q2'25 (+30% YoY).
We're very excited by the Net Promoter Score we are obtaining from a user, also from the frequency, the user use Mercado Pago and also by the sheer growth of our user base in Mexico.
…is measured in constant dollars and considering deflated Argentina figures; and ■ Competitive NPS, which stands for Net Promoter Score and is defined as a metric of our Commerce and Fintech customers’ satisfaction, calculated as the percentage of…
…volume - adjusted (the total sum of all transactions paid for using Mercado Pago, including marketplace and non-marketplace transactions, excluding peer-to-peer transactions) (in constant dollars) and the Company’s Competitive Net Promoter Score.
NPS hit record levels in Brazil and Mexico in Q4'24 and the highest since 2021 in Argentina. This is driving greater adoption, with strong trends across all three countries.
Fulfillment leads to higher GMV growth because of faster delivery promises, higher conversion and stronger buyer and seller NPS. This is a self-reinforcing process that repeats as we increase fulfillment.
In Online Payments, the number of logged payers grew by 35% YoY, resulting in record high Net Promoter Scores from payers in Brazil, Mexico and Argentina.
…adjusted (the total sum of all transactions paid for using Mercado Pago, including only On Platform, Online Payments Aggregator, Wallet, Point, Credit Card and Prepaid transactions) (in constant dollars) and the Company’s Competitive Net Promoter Score.
We also improved the pairing process of mobile POS devices with merchants' cell phones and worked behind the scenes to reduce processing times, which had a positive impact on NPS and helped to improve the experience of merchants and buyers.
This metric is measured in constant dollars; and ■ Competitive NPS, which stands for Net Promoter Score and is defined as a metric of our Commerce and Fintech customers’ satisfaction, calculated as the percentage of promoters (customers who would likely…
And the reason that, that is a desired outcome is because it delivers faster delivery times, greater control over the experience, higher Net Promoter Scores.
…the number of transactions using Mercado Pago (including payments on the marketplace platform, off-platform online payments, wallet, mobile point of sale, credit card and prepaid card transactions) and the Company’s weighted compound Net Promoter Score.
…in less than one day (defined as the share of shipments delivered in the same and next calenda r day) ; and ■ Competitive NPS, which stands for Net Promoter Score and is defined as a metric of our Commerce and Fintech customers’ satisfaction,…
The reliability of our shipping solution has thus become a key driver behind our Net Promoter Scores and we continue to believe that shipping is a key lever to drive higher e-commerce penetration throughout Latin America.
Net promoter scores for MercadoPago credit card holders trended significantly above our MercadoPago averages during the third quarter. Secondly, over half of the credit card transactions are occurring outside of our marketplace and payment platforms,…
…of transactions using Mercado Pago (including payments on the marketplace platform, off-platform online payments, wallet, mobile point of sale & prepaid card transactions), shipping lead time and the Company’s weighted compound Net Promoter Score.
And so we're once again investing in acquiring new customers and bringing customers onto our platform as we see improved net promoter scores and improved performance.
And so our aspirations are to continue moving volume on to the managed marketplace because we see the significant positive impact it has on delivery time cost and Net Promoter Scores.
We are delivering on time and cost efficiently across the region with our consolidated net promoter score continuing to improve. In fact, our managed network NPS reached an all-time high in Brazil with users highlighting speed of delivery and merchants'…
…(including payments on the marketplace platform, off-platform online payments, wallet, mobile point of sale & prepaid card transactions), the percentage of shipments delivered in less than two days and the Company’s weighted compound Net Promoter Score.
Competitive NPS, which stands for Net Promoter Score and is defined as a metric of our Marketplace customers’ satisfaction, calculated as the percentage of promoters (customers who would likely recommend MercadoLibre ) minus the percentage of detractors…
We are seeing improvements in Net Promoter Scores. We are focusing on categories where our market share typically under indexes our overall market share.
And perhaps most importantly to your question, Net Promoter Scores are now higher on the managed network than away from it. At this point, roughly 6 points higher and tracking to widening that spread.
…in the Company’s proxy statement for its most recent Annual Meeting (referred to below as “NEOs”) is based on achievement of net income, net revenue and competitive net promoter score as well as a target salary bonus set forth for each NEO by the Board.
It's also important to highlight that QR in-store payments in Argentina are delivering meaningful customer satisfaction as when we measure net promoter scores, we observed a significant gap versus other existing offerings.
…Venezuela net income, and after adjustments for unusual items as determined by the compensation committee; · Competitive NPS, which stands for Net Promoter Score and is defined as a metric of our Marketplace customers’ satisfaction, calculated…
…the results of having greater control over user experience by pushing for greater mandatory adoption of MercadoPago and more recently of MercadoEnvios, we've observed an 11 percentage point improvement in our net promoter scores over the previous year.
…the bonus payout for each person who was a “named executive officer” in the Company’s proxy statement for its most recent Annual Meeting (referred to below as “NEOs”) is based on achievement of net income, net revenue and competitive net promoter score.
I think we have said that we really believe, and we're seeing that in Net Promoter Scores and end-user data, that the user experience when items are being fulfilled by us is already delivering better results, faster times, and higher NPSs.
Competitive NPS, which stands for Net Promoter Score and is defined as a metric of our Marketplace customers’ satisfaction, calculated as the percentage of promoters (customers who would likely recommend MercadoLibre ) minus the percentage of detractors…
…manage the business focusing in growth, because we believe we now have a product that provides very good customer satisfaction and we see that in the Net Promoter Scores and in the customer engagement that we see when we look at the different cohorts.
Our Net Promoter Score rose once again during the first quarter of 2017, providing our users consistently higher rates of immediate access to customer service representatives through real time online and phone channels.
• NPS, which stands for Net Promoter Score and is defined as a measure of our Marketplace customers’ satisfaction, calculated as the percentage of promoters (customer scoring our service from 9 to 10) minus the percentage of detractors (customers…
Under the 2017 Bonus Program, the bonus payout for each NEO is based on achievement of net income, net revenue, net promoter score and certain other corporate performance goals for 2017, provided that for Mr.
With roughly 1,788 customer service representatives across several countries, we strive to provide a superior experience to our buyers and sellers, continuing to drive improvements in our Net Promoter Score.
We see a significantly better cohort in terms of most key performance indicators, both Net Promoter Scores, average selling prices, engagement metrics, when they are buying from merchants who ship through us.
This quarter NPS scores continued to experience improvements. Second Quarter 2016 Financial Highlights Net revenues for the second quarter were $199.6 million, a year-over-year growth of 29.4% and 72.5% in local currencies.
• Net Promoter Score increased from 25.5% for 2014 to 46.0% for 2015; • MercadoPago penetration in MercadoLibre increased from 36.5% for 2014 to 52.6% for 2015; and •
Investments and efforts behind user experience, category diversification and Customer Support, combined with increased adoption, continued to translate into gains in Net Promoter Score for the 10 th consecutive quarter.
Net Promoter Score grew for the 9 th consecutive quarter, 7 pp versus last quarter, aided by the increased adoption of the enhanced marketplace.
…region, with automobile dealers selling on the platform growing at 19% YoY while real estate realtors grew 14% YoY Improved results in Customer Service's main metrics and overall NPS scores, following internal processes redesign and investments in…
• Net Promoter Score of the Marketplace increase from 17.5% to 28.9% and Net Promoter Score of Payments increase from 1.6% to 22.0%; • MercadoPago penetration in MercadoLibre increased from 28.6% to 41.0%; and •
Investments and efforts in Customer Experience continued to translate into record gains in Net Promoter Score and decreases in contact rates to customer service during the quarter.
• Improvements in customer experience resulted in solid year on year gains in our net promoter score. Q2’14 Financial Highlights •
…country operation Reached 364 Official Stores in Brazil, Argentina and Mexico, adding 138 new brands in the quarter Consistent gains in Net Promoter Score reflecting Customer Experience improvements Q3'14 Financial Highlights Net revenues grew to…
Our customer experience efforts result in significant gains to our net promoter score. Q1'14 Financial Highlights Net revenues grew to $115.4 million, a year-over-year growth of 12.3% in USD and 49.9% in local currencies.
Retention disclosures (2)
MercadoLibre prioritizes customer retention through its MELI+ programme despite margin compression from investment-heavy growth strategy.
MercadoLibre's net revenue retention is improving as the company sacrifices margins for growth.
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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.