How does your online store compare? Benchmarks by business model and vertical, and what actually moves loyalty in retail.
Type your NPS and see it graded against E-commerce benchmarks.
Want to move it? Start tracking the score on a schedule instead of a hunch. Ready to go from average to great? Start tracking the trend. Solid score. Track it over time to hold it and push it up. Great score. Make sure your promoters are doing some work for you. You lead your field. Keep tracking to stay there.
Start tracking your NPSHow you sell decides what customers expect before the box arrives.
| Business model | Average NPS | Exceptional | Great | Good | Notes |
|---|---|---|---|---|---|
| DTC brands Highest scores Direct-to-consumer | +34 | +60 | +45 | +30 | Patagonia (+73), Warby Parker, Glossier |
| Marketplace sellers Amazon, eBay, Etsy | +22 | +50 | +35 | +20 | Limited brand control, price competition |
| Subscription commerce Recurring deliveries | +41 | +70 | +55 | +40 | Dollar Shave Club, Birchbox, HelloFresh |
300+ e-commerce stores track their NPS with NPSpack.
Every product category carries its own expectations.
| Vertical | Average NPS | Top performers |
|---|---|---|
| Food and beverage | +33 | HelloFresh (+38), Thrive Market (+52) |
| Health and beauty | +31 | Glossier (+68), Sephora (+41) |
| Home and garden | +29 | Wayfair (+35), Williams Sonoma (+42) |
| General retail | +28 | Amazon (+54), Target (+38) |
| Fashion and apparel | +25 | Patagonia (+73), Everlane (+52) |
| Electronics and tech | +19 | Apple Store (+72), B&H (+45) |
Delivery speed moves e-commerce NPS more than anything else you can change this quarter.
Join hundreds of online stores who know what their customers think. Post-purchase surveys live in 60 seconds.
Track your e-commerce NPS starting today
