Vipshop
vipshop.com ↗In their words
“Initial renewal rate for customers who joined the program before 2018 was over 70%”
“And on the other hand we have been increasing our efforts our front end and back end in terms of customer service with things that our core metrics, evaluating customer service standards, like an NPS is improving very significantly.”
“Vipshop's Q2 earnings call highlighted a strategic focus on customer retention rather than pursuing unprofitable growth.”
NPS disclosures (1)
And on the other hand we have been increasing our efforts our front end and back end in terms of customer service with things that our core metrics, evaluating customer service standards, like an NPS is improving very significantly.
Retention disclosures (3)
Vipshop's Q2 earnings call highlighted a strategic focus on customer retention rather than pursuing unprofitable growth.
Vipshop Holdings reports positive trends in customer acquisition and retention in Q3 earnings.
Retention rate (Super VIP Paid Membership): 70% (Q4 2018) — “initial renewal rate for customers who joined the program before 2018 was over 70%”
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.