Nykaa
Nykaa is an Indian omnichannel beauty, personal care, and fashion retailer that operates a large e-commerce marketplace and a network of physical stores, selling products from global and domestic brands as well as its own private labels. It serves consumers across India through its website, mobile apps, and specialty store formats, generating revenue from product sales, marketplace commissions, and advertising services to brands.
- Revenue
- $720.0M
- Employees
- 6,000
- Founded
- 2012
- Headquarters
- Mumbai, India
What 12 Arbolus experts think of Nykaa
Nykaa’s customer sentiment is strongly positive, supported by a high NPS distribution (majority above 8), broad renewal intent among Influencers, and stickiness attributed to over one year of usage in 90% of cases. Primary themes include brand trust, product breadth, and digital convenience. Noted improvement areas include pricing, occasional stock-outs, and delivery inconsistencies. Overall sentiment is driven by sustained satisfaction but tempered by price and support sensitivity.Positive
Who reviewed Nykaa
- C-Suite 73% (9)
- Director 18% (2)
- Manager 9% (1)
Employer names and spend open in the full report, along with the other 9 customers.
Everything 12 customers told us about Nykaa.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
50 Net Promoter Score, from 12 scored reviews- Promoters 7
- Passives 4
- Detractors 1
Cumulative NPS by month
+0 over 4 months- Jan 8
- May 8
- Jun 8
- Sep 8
Net Promoter Score across 1 reviews, accumulated up to each month. Category median 50 across 1 companies.
Praised
- AI-Personalized Recommendations and Virtual Try-ons
- Broader Product Authenticity and Fulfillment
- Improved Pricing and Convenience
- Trusted Digital Platform for Beauty
Criticised
- Service Shortcomings Leading to Churn
- Competitive Offerings from Marketplaces
- AI-Enabled Disruption
- Price Variability Versus Competitors
What customers say
Renewal intent
Plan to renew 40%Plan to renew, by seniority
- 33% 3 answers
- 50% 2 answers
- 8/10 Average score from customers who will renew
- 9/10 Average score from undecided customers
Report
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