Verticals / Retail & e-commerce / Online marketplaces & e-commerce
Online marketplaces & e-commerce
162
Companies
with a public disclosure
45
Gave a number
a disclosed NPS
68
Median latest NPS
last 3 years
8
Silent
known companies, nothing published
Lighthouse companies
D-MARKET Electronic Services & Trading
Online marketplaces & e-commerce · hepsiburada.com
74NPS · 2025
20222025
“The 12.3% GMV increase (excluding digital products) was driven by an 8.1% increase in the number of orders (excluding digital products) and a 3.9% increase in average ord…”
Latest: SEC 6-K report
Baozun Inc.
Online marketplaces & e-commerce · baozun.com
9NPS · 2025
20222025
Retention 95% · 2025
“The Company prioritizes understanding the needs of its brand partners. The Company has implemented a quality management system called Net Promoter Score (NPS) for its cor…”
Latest: SEC 6-K report
Chewy
Online marketplaces & e-commerce · chewy.com
85NPS · 2021
20192021
NRR 100% · 2022Retention 99.7% · 2022
“So, we’ve completed over 30,000 sessions with customers, and we’re learning a ton. Our Net Promoter Score remains high, above 85. 70% of the customers who’ve interacted w…”
Latest: Earnings call, Q4 2020
Amazon
Online marketplaces & e-commerce · amazon.com
90NPS · 2024
20172024
“Amazon's financial wellness program for employees achieved a Net Promoter Score of 90, indicating overwhelming satisfaction and loyalty.”
Latest: forbes.com
Very Group
Online marketplaces & e-commerce · very.co.uk
44NPS · 2026
20232026
“The Very Group reports improved customer satisfaction with highest-ever Net Promoter Score of 43.9, an increase of 1.6 points, as home sales soar.”
Latest: housewareslive.net
Solo Brands, Inc.
Online marketplaces & e-commerce · solobrands.com
73NPS · 2025
20222025
“In addition to financial outputs, we take deliberate care to monitor and respond to our customer health as measured by our customer referral rate of 39.9%, our repeat pur…”
Latest: SEC 8-K filing
Aramis Group
Online marketplaces & e-commerce · aramis-group.com
75NPS · 2025
20212025
“Aramis Group reports a Net Promoter Score of 75, indicating high customer loyalty.”
Latest: uk.investing.com
CarGurus, Inc.
Online marketplaces & e-commerce · cargurus.com
90NPS · 2024
20222024
Churn 40% · 2023
“We ended the quarter as the most visited automotive marketplace, with 57% more total visits than our next closest competitor, and 48% of our monthly unique visitors did n…”
Latest: Earnings call, Q1 2024
Jumia Technologies AG
Online marketplaces & e-commerce · jumia.com
64NPS · 2025
20252025
“Adjusted for perimeter effects, quarterly active customers increased 22% year-over-year, reflecting healthy customer acquisition and retention and marked the highest incr…”
Latest: Earnings call, Q3 2025
MercadoLibre
Online marketplaces & e-commerce · mercadolibre.com
46NPS · 2016
20152016
“• Free Cash Flow (excluding Venezuela) increased 18.3% from 2013 to 2014, to $50.6 million; • Net Promoter Score of the Marketplace increase from 17.5% to 28.9% and Net P…”
Latest: SEC proxy statement
Grove Collaborative Holdings, Inc.
Online marketplaces & e-commerce · grovecollab.com
56NPS · 2026
Latest: SEC 8-K filing
More companies
Number of entries in brackets.
Betterware de Mexico, S.a.p.i. de C.V69eBay29Shopify18JD.com, Inc.17Wayfair17Flipkart15Overstock.com15Etsy12OPENLANE, Inc.10YXT.com9Youxin Technology Ltd8Autobytel Inc7Wish7Alibaba6HelloFresh6Vertrue Inc6Zepto6AO5The Iconic51-800 Contacts4Appliances Online4Cazoo Group Ltd4Cnova N.V.4Vipshop41stdibs.com, Inc.3Angie's List, Inc.3Cars.com Inc.3Carsome3Coupang3Happy Returns3Kogan3Moonpig3Ozon Holdings PLC3Qurate Retail Group3Wadi3ATRenew Inc.2Ajio2AutoTrader Group, Inc.2BizzyCar2Cettire2Eagle Eye2FSAstore.com2Groupon, Inc.2Hemp Baby2Linc2Magalu2Meesho2MyGlamm2Notino2Obook Holdings Inc.2Reflaunt2Rugvista Group AB2Serve Robotics Inc.2Shopee2Super Retail2Tingo Group, Inc.2Uplo2Yes Madam2AWR Group1Adevinta1Allegro1Americanas.com1Aterian1Auto.ru1BCF1BarkBox1Barnes & Noble, Lyft, Delta Airlines1Bean Box1Berrylush1Boosted Commerce1Cars241Carsales1Cartlow1Club1Collectionary1Daojia Ltd1DeinDeal1DÉKUPLE Group1Eastern Home Shopping & Leisure Co Ltd (EHS)1Easy Shopper1Enjoei1Ereada1Findel1Flaconi1Fosina1Fydo1Gobillion1Gopuff1Gousto1Hungryroots1HyperFinity1Irth1JOKR1Jupiter Shop1Just Add Cooking1Kavak1LINK!1Lazada1LensDirect.com1LightInTheBox1LiveAuctioneers1Loop1MagickHome1Magicpin1Marg1Minibar Delivery1Muddy Trowel1Neples1Nuvo Group Ltd.1Nykaa1Powerlook1Pura Vida Bracelets1R for Rabbit1Redbubble1Replenium1Ridge1Roses Only Group1Sawblade.com1Seoul Beauty Club1ShareCloth1Shift1Shop Direct Group1ShopClues1Skylar1Smoke Cartel1Society Pass1SoundCommerce, Mejuri1Swap1THG1Tabletop Tyrant1Takealot Group1Tamira Chapman1Tearaja1Temu1The Catholic Company1TrueFacet1UnDigital1Unite Digital1Usave1Vaibhav Global1Verishop1Vitacost.com1Vivino1Waffarha1YOOX / Net-a-Porter (LuxExperience)1YesAsia1Zulily1eCosmetics.com1eTailPet1refive1
Silent
Companies we know of in online marketplaces & e-commerce that have published nothing on NPS or retention.
Automotive Retail
Online Auction Marketplace
Print-on-Demand Platform
Online Marketplace
Online Marketplace
E-commerce Platform
Retail Commerce
Online Marketplace
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.