Jd.com Net Promoter Score 2020 Benchmarks

Estimated Net Promoter Score is

43

Jd.com, also known as Jingdong and formerly called 360buy, is a Chinese e-commerce company headquartered in Beijing. It is one of the two largest B2C online retailers in China by transaction volume and revenue, a member of the Fortune Global 500 and a major competitor to Alibaba-run Tmall. As of March 2017 it currently has 236.5 million active customer accounts.

The company was founded by Liu Qiangdong in July 1998, and its B2C platform went online in 2004. It started as an online magneto-optical store, but soon diversified, selling electronics, mobile phones, computers, etc. Jingdong Mall changed the domain name to 360buy.com in June 2007, and to Jd.com in 2013. At the same time, Jd.com announced its new logo and mascot.

Quick facts about Jd.com

Traded as

NASDAQ: JD NASDAQ-100 Component

Industry

Internet, Online retailing

Revenue

CNY 260.2 billion (2016)

Employees

122,405 (Mar 31, 2017)

Alexa rank

62 (January 2017)

What is Net Promoter Score?

NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.

It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.

The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.

Learn more about NPS

Is Jd.com's estimated NPS of 43 considered to be good?

Yes, it is.

Net Promoter Score is a number from -100 from 100.

Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.

Browse NPS benchmarks

How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If Jd.com sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.

On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.

Therefore, comparing the NPS score of Jd.com with your own without any further context is not that useful.

What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.

What is Customer.guru? Why is useful?

After successfully using Net Promoter Score for our own e-commerce projects,
 we have decided to let anyone benefit from what we've learned.



We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.

Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.

Learn more

Other companies with Net Promoter Score similar to Jd.com

Company Industry Score
Nationwide Building Society Financial Services / Banking 43
Target Consumer Brands / Retail/E-tail 43
Nintendo Consumer Brands / Electronics 43
Aldi Consumer Brands / Grocery 42
Jitbit Helpdesk Technology / Software 42
RCN Telecommunications / Internet Service Provider 44
CaterTrax Technology / Software 44
Xerox Technology / Other 41
Caterpillar Manufacturing 41
Harvard business school Education 41

We have estimated the Net Promoter Score of Jd.com based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.

Do you think this information is incorrect? Report incorrect information. Do you have more accurate data? Submit NPS score.