After each order, a text message is sent to customers asking them to rate, on a scale of 0 to 10, the likelihood of recommending Digikala to others based on their purchase. Last year, 13.7% of customers participated in the Net Promoter Score (NPS) survey after making a purchase. The chart below represents the ratings given by customers to Digikala in the year 1401 (2022-2023).

In the Net Promoter Score survey, individuals who rate below 6 are asked about the reasons for their dissatisfaction. The survey reveals that the quality of products, discrepancies between the product’s information and the received products, technical and visual defects, delayed order delivery, and shipping costs are the main reasons for customer dissatisfaction.

The Customer Experience team also conducts another survey, targeting users who rate 9 and 10, to understand the reasons for their satisfaction. The most important reasons for satisfaction among these highly satisfied customers in the year 1401 (2022-2023) include product variety, pricing, product quality, delivery time, and the ease of returns and refund processes.

With about 10 million product variations in different product categories, each adhering to different production standards and price ranges, a diverse customer experience is created. The quality of the products plays a significant role in both customer satisfaction and dissatisfaction.

With the lifting of payment restrictions at physical locations after the global COVID-19 pandemic in the past year, there has been a significant increase in the number of payments made using this method.

Every year, the record for the highest number of orders coincides with the days of special festivals. In the year 1401 (2022-2023), Digikala did not hold any festivals. However, the days of 2nd and 3rd of Khordad, 10th of Dey, 1st and 2nd of Bahman, and 1st, 5th, 6th, 7th, and 13th of Esfand were the top-selling days for Digikala.

The record-breaking days in the absence of special sales festivals in the year 1401 align with the days when the Iranian economy faced significant inflationary or currency challenges, indicating a coincidence.

The most expensive order in the year 1401 (2022-2023) amounted to a shopping basket consisting of 30 items with a value exceeding 4.9 billion Rials.

The largest order in the year 1401 (2022-2023) was a shopping basket belonging to Mr. Hossein Hassani, a loyal customer of Digikala. The basket included 900 books with a value exceeding 58 million Rials. Mr. Hassani is the manager of a restaurant in Mohammad Shahr, Karaj, and he entertains children who visit with their families by offering books alongside food.

The following charts show the provinces where the most expensive items have been purchased in different product categories:

In the digital goods category, people from Hamadan, Kurdistan, and Lorestan have purchased items with higher average prices.

In the fashion and clothing category, people from Tehran, Alborz, and Qazvin have been the highest spenders.

In the beauty and health category, North Khorasan, Bushehr, and South Khorasan have spent more money on purchasing goods.

In the household appliances category, Yazd, Kerman, and Golestan have had higher-priced items.

In the electrical appliances category, customers from Ardabil, Tehran, and Alborz have had items with higher average prices.

In the categories of household appliances, beauty and health, and fashion and clothing, the average prices of purchased items across the country do not vary significantly.

However, in the digital goods and electrical appliances categories, the difference in average prices between provinces with higher-priced purchases and those with lower-priced purchases has been about twice as much.

Customer service is a significant department in Digikala that provides various services to customers. One of these departments is the call center, which not only assists customers but also answers inquiries from sellers.

In the customer service department, in addition to handling typical phone calls, emails, and online chats with customers, a special feature called the "Customer Advocate" has been established in recent years to address customer complaints.

In Digiclub, Digikala customers can earn points with every purchase, submitting reviews, or completing other Digiclub missions such as installing the application, visiting Digiclub, and receiving daily bonuses.

Digiclub users can use these points to play games, win special prizes, receive discount codes, participate in weekly and seasonal lotteries, or benefit from other rewards.

In the past year, Digiclub prizes included five laptops, nine iPhones, seven Apple and Samsung smartwatches, and 14 PS5 game consoles. Additionally, Digikala customers received over 340 billion Rials worth of discount codes from Digiclub in the year1401 (2022-2023).

Digipoly, Wheel of Fortune, Card Game, Rate from You, Winner's Vote, For Acorns and Saplings of Hope, and Games of the Year 1401 were Digiclub's offerings.

Digiplus is an exclusive service for Digikala customers. All customers have the option to become Digiplus members by paying a monthly, quarterly, or annual subscription fee, allowing them to benefit from its exclusive services.

Digiplus subscribers can enjoy four free deliveries per month, receive a portion of the purchase amount as cashback in their wallet for certain products, and have access to exclusive delivery time slots.

In the past year, 19% of Digikala customers became Digiplus members, availing themselves of the exclusive services it offers.

Digikala offers its own warranty service, called "Digikala Service," for some of the products in the mobile, tablet, and smartwatch category. Also, Digikala is selling Fidibook e-readers with an 18-month Digikala Service warranty.

Most digital products in categories such as mobile phones, tablets, smartwatches, and laptops can benefit from Digikala Service's professional services and repairs.

Digikala Service has repaired and delivered 53% of accepted items for service within 48 hours. In the year 1401 (2022-2023), customer satisfaction with Digikala Service was 81.3%.