The 70.0 Net Promoter Score in November indicates PARTS iD has a strong, positive sentiment among customers
PARTS iD, Inc., the owner and operator of, among other verticals, “CARiD.com,” a leading digital commerce platform for the automotive aftermarket, announced that it achieved a Net Promoter Score® (NPS®) of 70.0 during November, its highest monthly score of 2021 thus far. The high November score follows several months of high Net Promoter Scores between 65-70. A company’s NPS measures customer experience and satisfaction by asking customers to rate their likelihood of recommending the brand on a scale of one to ten and subtracting the percentage of detractors (rating 0-6) from the percentage of promoters (rating 9-10).
During 2021, PARTS iD has consistently received an NPS between 60-70 almost every month, demonstrating the Company’s high customer satisfaction and their likelihood to recommend the Company to friends and family. A continued high NPS score is a notable achievement at a time when online brands struggle with the negative impact to customer service caused by the pandemic.
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“Our NPS demonstrates that our investments in proprietary technology, comprehensive fitment data, custom content and customer service is making a real difference for our customers,” said Nino Ciappina, CEO at PARTS iD. “We’re proud to have such satisfied customers. We want them to know we’re going to keep improving and pushing the boundaries of what’s possible as we continue pursuing our mission to reinvent how people shop for parts and accessories.”
These scores are a result of the Company’s focus on delivering a first-class customer service experience within its one-stop shop for those looking to accessorize and repair their cars, motorcycles, boats and more. Across its eight product verticals, PARTS iD’s unrivaled product catalog includes more than 17.5 million SKUs, over 5,000 active brands and 1,000 product categories.
The positive customer sentiment reflected in the recent NPS is contributing to increased customer retention. In the third quarter, revenue from repeat customers increased over 500 basis points to 34.4% of total revenue compared to 29.0% in the third quarter of 2020. Furthermore, PARTS iD has consistently maintained a low return rate of approximately 5%, compared to the industry average of 18-20%.
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PARTS iD’s comprehensive fitment database includes more than 14 billion data points. Rich product data and a proprietary, AI-powered e-commerce platform enable more efficient and accurate search and discovery for customers shopping for complex parts and accessories. Detailed product descriptions, high-quality images, videos and educational resources further boost purchasing confidence for customers, many of whom rely on these assets pre- and post-purchase.
Customer satisfaction is a crucial metric for e-commerce brands as the industry continues to see increased activity during the pandemic. 76% of shoppers polled named convenience a key priority when assessing online retailers. Many are also placing increased importance on quality of service during online transactions, with the share of customers citing it as an important factor in purchases rising from 42% in May 2021 to 46% in October 2021.