Net Promoter Score (NPS) – Tazamall.com
📌 What is NPS?
Net Promoter Score measures customer loyalty and their likelihood of recommending Tazamall to others on a 0–10 scale.
- Promoters (9–10): Loyal customers who recommend the platform.
- Passives (7–8): Satisfied but unenthusiastic customers.
- Detractors (0–6): Unhappy customers who may discourage others.
👉 Formula:
NPS = % Promoters – % Detractors
🔍 Expected NPS Insights for Tazamall.com
✅ Promoters
- Enjoy diverse product range (like Daraz but with better curation).
- Appreciate secure payments & trust-building features.
- Value fast delivery partnerships (if implemented well).
- Likely to promote Tazamall as an emerging marketplace alternative.
😐 Passives
- Compare pricing with Daraz & OLX; may not see strong differentiation yet.
- Might feel brand awareness is low compared to competitors.
- Satisfied but waiting for consistent service improvements.
❌ Detractors
- Negative experience due to late delivery, limited support, or low-quality sellers.
- Unclear return/refund policies.
- Lack of exclusive deals or loyalty programs.
- Might shift back to established players (Daraz, OLX).
📊 Strategic Actions to Improve NPS
- 🎯 Enhance Customer Experience
- Faster delivery, transparent tracking, reliable sellers.
- 💡 Build Differentiation
- Niche focus (local products, verified sellers, exclusive categories).
- 🤝 Customer Engagement
- Loyalty programs, referral discounts, personalized offers.
- 🛡️ Trust & Transparency
- Strong refund/return policies, verified reviews, buyer protection.
- 📈 Continuous Feedback Loop
- Regular NPS surveys after purchases to identify pain points.
⚖️ Bottom Line:
Tazamall’s NPS would currently be moderate (likely between 20–30) since it’s in the growth stage, competing against Daraz & OLX with limited brand awareness. By improving customer experience, reliability, and differentiation, Tazamall can push its NPS closer to 50+, signaling strong loyalty.
