Compare your Shopify NPS score with top eCommerce brands like Amazon and Shopify

Every industry has an average NPS score. Some are lower than others. Some are higher than you might have thought. But knowing your own NPS score is the first step to getting the brand loyalty you need to grow your business.

So today I want to show you what the top brands in eCommerce are doing to get the higher NPS scores. We’ll explore:

• The top 10 eCommerce brands with the highest NPS scores including Amazon’s NPS score and Shopify’s NPS score

• What’s the average eCommerce NPS Score?

• The 4 secrets top brands use to increase their scores

• How to use surveys to get the same data the top brands use

Sounds like a juicy one today, huh? Well, let’s get straight into it...

The Top 10 NPS scores for eCommerce brands 

Your Shopify store falls into the online retail or eCommerce industry. Do you know the average NPS score for this industry? You must do so that you know if you are below or above average.

The average NPS score for eCommerce/retail brands is 35 according to delighted.com. 

But you should be aiming to be above that average, right? So let’s take a look at the 10 brands in eCommerce scoring highest for NPS this year*:

#1 - Patagonia - 64
75% Promoters, 14% Passives, and 11% Detractors

#2 - Amazon - 54
68% Promoters, 18% Passives, and 14% Detractors

#3 - Home Goods - 53
73% Promoters, 7% Passives, and 20% Detractors

#4 - Eventbrite - 53
71% Promoters, 11% Passives, and 18% Detractors

#5 - Marc Jacobs - 50
68% Promoters, 14% Passives, and 18% Detractors.

#6 - Zappos - 49
66% Promoters, 17% Passives, and 17% Detractors

#7 - Zumiez - 48
63% Promoters, 22% Passives, and 15% Detractors.

#8 - Shopify - 47
63% Promoters, 21% Passives, and 16% Detractors

#9 - Banana Republic - 45
59% Promoters, 27% Passives, and 14% Detractors

#10 - SEPHORA - 40
59% Promoters, 22% Passives, and 19% Detractors. 

*These NPS scores are calculated by comparably.com and based on actual customer ratings.

What are these top brands doing to get high NPS Scores?

There’s one thing these brands all have in common. They’re focusing on the customer. They show they care and they are masters at constantly improving the customer’s experience.

And there are 4 things each of these brands are doing really well. They’re each focussed on boosting/optimising:

• Customer Loyalty

• Product Quality

• Pricing

• Customer Service

And they can only do this by speaking to their customers. 

They use surveys to gather data. Data they use to tweak their products, pricing, customer service, and build a loyal following.

And that’s what you have to do if you want to increase your NPS score. So let’s take a look at how you can use surveys to improve your NPS score in all 4 areas the top brands are focused on:

Customer Loyalty 

Your customers will tell you what they love and what they don’t love about your brand and products. To build loyal customers, provide a high level of customer service and listen to them.

If your customers are telling you that delivery is too slow. Then offer faster delivery.

If they say your checkout process is long and glitchy. Focus on fixing it so that the buying experience is easy.

This is how you can build brand loyalty through surveys. Some other ways you can build brand loyalty is by offering loyalty programs like accruing points with purchases, or special offers for members only.

Product Quality

If your product doesn’t meet your customer’s expectations, they won’t be happy. 

Did you know that 91% of customers who are unhappy with a brand will leave without complaining? 

By asking them what they thought about your product post-purchase (and after delivery), you can get honest feedback that can help you understand how to improve the quality of what you offer.

You can also pull any complaints you get into the data to understand what’s making your customers unhappy. So you can act fast to change this. 

UserLoop’s easy to use survey software allows you to grab customer feedback before it turns into a public negative review. 90% of customers are influenced by positive reviews when buying a product. So bad reviews can massively affect your brand reputation.

Get 50 free responses per month when you join UserLoop today. Allowing you to turn the frown upside down and make a happy customer before a bad review surfaces.

Pricing

Pricing is tricky, huh? Too expensive and your competitors win the sale instead of you. Too cheap and you lose profits. Is this price testing the only way for you to get your pricing right?

No. You can ask your customers through surveys. Questions like “Is our product worth what you paid for it?” will tell you how your customers feel about your pricing. 

Don’t be scared to talk about costs with your customers. They’ll tell you if they think it’s right. And most will appreciate you asking. The higher level of customer service will likely result in them being happier to pay a little more for great service.

Customer Service

More customers are choosing to buy from brands that treat them right nowadays. A report on customer satisfaction recently showed that 81% of consumers are willing to pay more for a better customer experience. And nearly half of those will pay up to 5% more for this privilege.

So you understand how important customer service is to your reputation, profits and NPS score!

Customer service is becoming increasingly more important to people. So make sure you’re asking your customers what they think about your customer experience. The best time to do this is after every interaction with you.

Did they use live chat? End the chat with a short survey asking for their feelings

Did they send you an email? After you resolve their query, ask them what they thought of your service.

Did they complain? Don’t worry. Fix their issue, then ask them what they think of your brand and your customer services.

There are many opportunities for you to capture data that can help you improve your customer service and boost your NPS score. 

Survey with UserLoop for better feedback...

UserLoop is a Shopify App that lets you capture customer responses on your Shopify Store with ultimate ease. 

Our unique one-click surveys make it possible for customers to give you feedback in seconds. So you can expect an increase in responses. More responses = more data. And more data gives you a better understanding of how you can improve and grow your Shopify store, boost your NPS score and make more money!

New to UserLoop? Join our free plan today and get 50 responses per month at no cost (no credit card required). It’s simple. Sign up free here and download our Shopify app to start getting high-quality responses from your customers.