Estimated Net Promoter Score is
Taobao is a Chinese online shopping website similar to eBay, Amazon and Rakuten that is operated in Hangzhou, Zhejiang by Alibaba Group.
Founded by Alibaba Group on May 10, 2003, Taobao Marketplace facilitates consumer-to-consumer retail by providing a platform for small businesses and individual entrepreneurs to open online stores that mainly cater to consumers in Chinese-speaking regions and also abroad. At the end of 2010, the number of registered members on Taobao had reached over 370 million, around 80% of the Chinese online shopping market.
With around 760 million product listings as of March 2013, Taobao Marketplace is one of the world’s top 10 most visited websites according to Alexa. For the fiscal year ending on March 31, 2013, the combined gross merchandise volume of Taobao Marketplace and Tmall.com exceeded 1 trillion yuan, more than that of eBay and Amazon combined. The Economist calls it "the country's biggest online marketplace".
Sellers are able to post goods for sale either through a fixed price or auction. Auctions make up a small percentage of transactions. The majority of the products are new merchandise sold at fixed prices. Buyers can assess seller backgrounds by information available on the site, including ratings, comments and complaints.
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.
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.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Taobao.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 Taobao.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.
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.
We have estimated the Net Promoter Score of Taobao.com based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.
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