In line with its customer centric goal, Jabong got its Net Promoter Score (NPS) process certified by Nielsen and declared that it has attained an NPS of 73 % (based on surveys conducted during September 2014).
Though not strictly comparable, the NPS score of Jabong is higher than the industry average of 35-55% (as per publicly available report published last year by Satmetrix , the co-founders of NPS). Conducted in August 2014, Jabong commissioned Nielsen to study its NPS process, implemented changes and best practices suggested and got audited by a third party.
In a highly competitive and exponentially growing Indian e-commerce market, keeping the customer happy is of utmost importance. NPS is a simple, one question survey which asks the customer: how likely are they to recommend the firm to their friends and family. NPS - developed by Fred Reichheld, Bain & Company and Satmetrix, evaluates customer satisfaction and loyalty, thereby keeping a record of happy customers and work towards maintaining the same.
After the study, Nielsen certified that Jabong's process is in line with the globally accepted best practices.
Commenting on the development, Praveen Sinha, Founder and Managing Director, Jabong.com, said: "Jabong has always been a customer centric organization. We have deep dived and found that our customers are happy because we provide the widest assortment, exclusive International brands and the fastest delivery. We also have many innovative services like gifting without any price tags, shoe personalization, shop the look, videos on product page, one step checkout, India's first shop-able magazine 'Juice' etc. We had started next day deliveries way back in 2012, and that too without any additional charge and then the trend followed. For us, it was to understand the psyche of our customers and then working towards their likes."
Jabong not only seeks regular feedback from all customers, it also prioritizes projects basis their impact on customer satisfaction. Besides, Jabong is now geared at taking that index to another height and in its vision to create a brand that delights its customers.