The RealReal
therealreal.com ↗In their words
“This focus has resulted in The RealReal's leadership is in luxury resale as a high trust, high NPS, high engagement platform. We are a modern luxury marketplace build on service, trust, and authenticity.”
“Beyond our financial metrics, we are seeing positive trends in our Net Promoter Score and consignor satisfaction. The consignor concierge team that we implemented over the last 6 to 9 months is enabling us to deliver a truly luxury and personalized…”
“Our customer service ratings have increased and it's helped us improve our Net Promoter Score. Going forward, we will continue to look for ways to improve both the consignor and buyer experience.”
Disclosed NPS over time
Every Net Promoter Score The RealReal has published, by date.
NPS disclosures (32)
customer satisfaction rating of 70, measured by our Net Promoter Score
This focus has resulted in The RealReal's leadership is in luxury resale as a high trust, high NPS, high engagement platform. We are a modern luxury marketplace build on service, trust, and authenticity.
We have experienced higher than average buyer satisfaction, as evidenced by our buyer net promoter score of 51 in 2023, and compared to our online shopping industry average of 45 according to NICE Satmetrix U.S.
We have experienced higher than average buyer satisfaction, as evidenced by our buyer net promoter score of 51 in 2023, and compared to our online shopping industry average of 45 according to NICE Satmetrix U.S.
We have experienced higher than average buyer satisfaction, as evidenced by our buyer net promoter score of 51 in 2023, and compared to our online shopping industry average of 45 according to NICE Satmetrix U.S.
We have experienced higher than average buyer satisfaction, as evidenced by our buyer net promoter score of 51 in 2023, and compared to our online shopping industry average of 45 according to NICE Satmetrix U.S.
We have experienced higher than average buyer satisfaction, as evidenced by our buyer net promoter score of 55 in 25 Table of Contents 2022, and compared to the online shopping industry average of 41 according to NICE Satmetrix U.S.
Beyond our financial metrics, we are seeing positive trends in our Net Promoter Score and consignor satisfaction. The consignor concierge team that we implemented over the last 6 to 9 months is enabling us to deliver a truly luxury and personalized…
We have experienced higher than average buyer satisfaction, as evidenced by our buyer net promoter score of 55 in 2022, and compared to the online shopping industry average of 41 according to NICE Satmetrix U.S.
Our customer service ratings have increased and it's helped us improve our Net Promoter Score. Going forward, we will continue to look for ways to improve both the consignor and buyer experience.
We have experienced higher than average buyer satisfaction, as evidenced by our buyer net promoter score of 55 in 2022, and compared to our online shopping industry average of 41 according to NICE Satmetrix U.S.
So in addition to everything Robert said, the onetime accrual and then a smaller investment, like he mentioned in the concierge pause with good news is we are seeing a healthy result in Net Promoter Score because of that.
We have experienced higher than average buyer satisfaction, as evidenced by our buyer net promoter score of 55 in 2022, and compared to our online shopping industry average of 41 according to NICE Satmetrix U.S.
So we're really excited about the service, and we really do believe that it's going to increase NPS and receives the customer satisfaction on the seller side.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 62 in 2021, and compared to our online shopping industry average of 40 according to NICE Satmetrix U.S.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 62 in 2021, and compared to our online shopping industry average of 40 according to NICE Satmetrix U.S.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 62 in 2021, and compared to our online shopping industry average of 40 according to NICE Satmetrix U.S.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 62 in 2021, and compared to our online shopping industry average of 40 according to NICE Satmetrix U.S.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 71 in 2020. We believe there is substantial opportunity to grow our business by having buyers also become consignors and vice versa.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 71 in 2020. We believe there is substantial opportunity to grow our business by having buyers also become consignors and vice versa.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 71 in 2020. 25 We believe there is substantial opportunity to grow our business by having buyers also become consignors and vice versa.
The RealReal found that retail store customers have higher Net Promoter Scores than online-only buyers.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 71 in 2020, and compared to our online shopping industry average of 40 according to NICE Satmetrix U.S.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 71 in 2019. 26 We believe there is substantial opportunity to grow our business by having buyers also become co nsignors and vice versa.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 71 in 2019. We believe there is substantial opportunity to grow our business by having buyers also become consignors and vice versa.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 71 in 2019. 22 We believe there is substantial opportunity to grow our bu siness by having buyers also become consignors and vice versa.
We have experienced high buyer satisfaction, as evidenced by our buyer net promoter score of 71 in 2019. If we fail to continue to attract and retain our buyer base to our online marketplace, our operating results would be adversely affected.
The RealReal's Net Promoter Score is reported to be higher than retail giants Apple and Nordstrom.
We achieved a buyer NPS of 74 as of February 2019, indicating that buyers view their experiences positively and would recommend to others. Increase Penetration in Existing Categories Our women’s category accounted for approximately 67% of our GMV in 2018.
We have experienced high buyer satisfaction, as evidenced by our net promoter score of 74 as of February 2019. If we fail to continue to attract and retain our buyer base to our online marketplace, our operating results would be adversely affected.
We achieved a buyer NPS of 74 as of February 2019, indicating that buyers view their experiences positively and would recommend to others. Increase Penetration in Existing Categories Our women’s category accounted for approximately 67% of our GMV in 2018.
Retention disclosures (1)
The RealReal leverages personalization and a subscription-based loyalty program called First Look to drive customer retention.
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.