Arbolus Intelligence

Etsy

etsy.com · Brooklyn Park, United States of America

Etsy operates an online marketplace that connects independent artisans, crafters, and vintage sellers with consumers looking for unique, handmade, and custom goods. The company generates revenue primarily through listing fees, transaction fees, payment processing, and advertising and seller services. It serves individual buyers globally and small businesses that use the platform to sell products online.

  • Marketplace & Booking Platforms
Listed in
Revenue
$2.6B
Employees
2,800
Founded
2005
Headquarters
Brooklyn Park, United States of America

What 26 Arbolus experts think of Etsy

NPS responses range from 0 to 10, with most respondents (over 70%) providing high NPS (8–10) and strong intent to renew among influencers and business owners with over one year on the platform. However, pockets of neutral-to-negative sentiment exist, mainly linked to concerns over fees and control. Stickiness remains high for those matured in implementation, but pilot users and those with recent adoption report moderate renewal hesitancy. The main qualitative theme is the platform’s value for unique product sellers, balanced against growing concerns about platform economics.Overall Customer Sentiment: Positive

Who reviewed Etsy

Total customers 26 25 current · 1 former
Reviews growth +19 in six months
Seniority of respondents
  • C-Suite 47% (12)
  • Director 26% (7)
  • Manager 26% (7)
Executive C-Suite NPS 5 Submitted Jul 2026
Strategy Leader Not specified NPS 9 Submitted Sep 2026
Revenue Partner Manager NPS 8 Submitted Jul 2026

Employer names and spend open in the full report, along with the other 23 customers.

Everything 26 customers told us about Etsy.

Employer names, spend, renewal intent and every written answer behind the numbers on this page.

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Sentiment

19 Net Promoter Score, from 26 scored reviews
  • Promoters 10
  • Passives 11
  • Detractors 5

Cumulative NPS by month

+1 over 6 months
  • Mar 7
  • May 8
  • Jun 8
  • Jul 8
  • Aug 8
  • Sep 8

Net Promoter Score across 4 reviews, accumulated up to each month. Category median 34 across 4 companies.

Praised

  • Powerful Customer Acquisition
  • Product Personalization and Differentiation
  • Low Barrier of Entry and Brand Reputation
  • Strengthen Seller Economics

Criticised

  • Dependence on Platform Policies
  • High Fees and Margin Pressure
  • Limited Customer Ownership and Analytics
  • Competitive Economics and Seller-Friendly Platforms

What customers say

Powerful Customer Acquisition
“Etsy gives me access to customers who already want unique, handcrafted products and it is invaluable for finding new buyers without heavy advertising spend.”
Product Personalization and Differentiation
“The standout for me is how Etsy supports tailored and personalized offerings, making it an excellent platform for selling unique products.”
Low Barrier of Entry and Brand Reputation
“It’s easy to start selling on Etsy, and the platform’s reputation for authenticity and supporting small businesses attracts buyers interested in non-mass-market items.”

Renewal intent

Plan to renew 50%
  • Will renew 3
  • Undecided 1
  • Not renewing 2

Plan to renew, by seniority

  • C-Suite 50% 2 answers
  • Director 100% 1 answer
  • Not specified 33% 3 answers
  • 9/10 Average score from customers who will renew
  • 8/10 Average score from undecided customers
  • 5.5/10 Average score from customers not renewing

Top alternatives

Most weighed by Etsy customers

Report

Customer Report - Sep 2026 Sep 2026 26 + 0

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