Satisfaction: Net Promoter Score

SOAR Fund has a Net Promoter Score® of 80 amongst loan recipients, which is higher than the 60dB US and Financial Inclusion Benchmarks and suggests high satisfaction.

The Net Promoter Score ® (NPS) is a gauge of satisfaction and loyalty. Anything above 50 is considered excellent. A negative score is considered poor.

Asking loan recipients to explain their score demonstrates what they value and what creates dissatisfaction. This follows on the next slide.

The NPS is higher for men (86) than women (77). Loan recipients in Virginia (86) and Florida (85) gave the highest NPS rating. The NPS for Texas (68) is the lowest amongst the most represented states. Nonetheless, it’s still above relevant 60dB Benchmarks.

Q: On a scale of 0 to 10, where 0 is very unlikely and 10 is very likely, how likely are you to recommend working with SOAR Fund to a friend or family? (n = 275)