Company Watch Net Promoter Score® Report: November 2025

What’s inside:

• Our overall NPS score of +58 across 801 active platform users
• Segment-level breakdown across core markets we serve
• Methodology, sample composition, and how we calculated each number
• Verbatim feedback from clients — both the praise and the criticism
• Our challenge to the industry on what transparency should look like

Read NPS® report

Customer satisfaction claims in our industry are usually asserted, never evidenced. We’ve taken the opposite approach. This report sets out our most recent Net Promoter Score® findings in full — the score, the methodology, the segment breakdown, and the constructive criticism we received.

What is the Net Promoter Score® or NPS®?

Net Promoter Score® is a customer loyalty metric developed by Bain & Company that measures how likely customers are to recommend a brand to others.

It’s based on one question: “On a scale of 0–10, how likely are you to recommend us?”

• Promoters (9–10) – loyal advocates
• Passives (7–8) – satisfied but neutral
• Detractors (0–6) – unhappy customers

Formula:

NPS = % Promoters − % Detractors

According to Bain & Company’s benchmarks, scores above 0 are acceptable, above 20 are favourable, and above 50 are excellent.

If your current provider claims an “industry-leading” customer satisfaction score, we’d encourage you to ask them to publish theirs the way we just published ours.