Jabong.com, India’s leading fashion online store, got its Net Promoter Score (NPS) process certified by Nielsen and declared that it has attained an NPS of 73 per cent, based on surveys conducted during September 2014, for customer satisfaction and experience.
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.
After the study, Nielsen certified that Jabong’s process is in line with the globally accepted best practices.
Jabong not only seeks regular feedback from all customers, it also prioritizes projects on the basis of their impact on customer satisfaction. Jabong is now geared at taking that index to another height and in its vision to create a brand that delights its customers in every way possible.
On this proud achievement, Mr. 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 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.”
In a highly competitive and exponentially growing Indian ecommerce market, keeping the customer happy is of utmost importance. NPS, developed by Fred Reichheld, Bain and Company and Satmetrix, is a simple, one question survey which asks the customer how likely are they to recommend the firm to their friends and family. It evaluates customer satisfaction and loyalty, thereby keeping a record of happy customers and work towards maintaining the same.
Jabong.com is India’s favourite fashion multi-brand e-store and caters to the fashion aspirations of modern India. With more than 1500 on-trend international high-street brands, sports labels to Indian ethnic and designer labels, there is everything and more for a consumer to choose from. (GK)
