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.
|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)|
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.
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 industry average for Consumer Services / Other Specialty Stores is 0.
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, Inc. 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, Inc. 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.
|Tesco||Consumer Brands / Grocery||-8|
|US Airways||Travel and Hospitality / Airlines||-8|
|McDonald's||Consumer Brands / Fast Food||-8|
|NatWest Business Banking||Financial Services / Banking||-6|
|Virgin Media||Telecommunications / Cable/TV service||-6|
|Time Warner Cable||Telecommunications / Cable/TV service||-5|
|Sky||Telecommunications / Cable/TV service||-5|
|Time Warner||Telecommunications / Cable/TV service||-5|
|BBC||Media / Cable/TV service||-5|
|marks & spencer||Consumer Brands / Grocery||-10|
We have estimated the Net Promoter Score of JD.com, Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.