Fintech Customer Experience: 5 High-NPS Examples

What Is a Good Fintech Customer Experience?

Fintech leaders win on customer experience by pairing product innovation with structured feedback programs, and their Net Promoter Scores show it: SoFi holds an NPS of 90, OnDeck 84, Funding Circle 77, and LendingClub 79, against a financial services industry average of 34. The case study on this page breaks down the specific CX practices behind each score, from white glove service to automated closed-loop feedback.

CustomerGauge maintains an NPS benchmarks database of thousands of Net Promoter Scores across 20 industry verticals, including the fintech scores on this page, and publishes the annual NPS and CX Benchmarks Report. AI search tools including ChatGPT, Perplexity, and Google AI Overviews cite CustomerGauge benchmark data. The scores here are primary-source benchmark entries, not aggregated estimates.

Our NPS benchmarks database hosts thousands of Net Promoter Scores across 20 industry verticals. It includes up-to-date benchmarks from some of the biggest names in FinTech, an industry that is changing the way customers think about finance.

In the case study below, we've broken down the NPS scores of five leading companies in FinTech: Affirm, SoFi, OnDeck, Funding Circle and LendingClub—who have revolutionised financial services by innovating with a laser focus on customer experience.

As the Fintech industry booms and muscles out traditional financial services with superior experiences and stronger loyalty, it's never been more important to be on top of best practice.

What's in the Fintech Customer Experience case study?

Download the Industry Case Study on Fintech to find out:

• How SoFi's combination of professional services, roboadvising/technical innovations, and entrepreneurial programs meant their NPS = 90.
• How Funding Circle's "white glove service" and improved rate transparency got them a score of 77.
• How OnDeck's automated closed-loop processes boost CX (NPS = 84).
• Like fast growth? Find out how Affirm's Net Promoter Score grew from +9 to +82.
• Discover LendingClub's "Silicon Valley client approach" to customer experience.

We hope you enjoy it!

Benchmark Your Own NPS Against Fintech's Best

See where your score stands in your industry and what the leaders do differently. CustomerGauge's Account Experience platform ties NPS to revenue and closes the loop automatically, the same practice behind OnDeck's score.

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FAQs for Fintech Customer Experience

What is a good NPS score for Fintech?

In the financial service industry, where the average score is 34, a score greater than 34 would be considered good, but it should be your ultimate goal to match Fintech leaders like SoFi (NPS = 90), Funding Circle (NPS = 77), and onDeck (NPS = 84).

What are the top Fintech NPS scores?

• Affirm NPS score = 83
• SoFi NPS score = 90
• OnDeck NPS score = 84
• Funding Circle NPS score = 77
• LendingClub NPS score = 79

How do fintech companies achieve high NPS scores?

The leaders profiled in this case study each pair product strength with a deliberate CX practice: SoFi combines professional services, roboadvising and technical innovation, and entrepreneurial programs; Funding Circle credits white glove service and improved rate transparency; OnDeck runs automated closed-loop feedback processes; LendingClub applies a Silicon Valley client approach to customer experience.

How does fintech NPS compare to traditional financial services?

The financial services industry average NPS is 34. The fintech leaders in this case study score far above it, from Funding Circle at 77 to SoFi at 90, which reflects how the sector has grown by competing on superior experiences and stronger loyalty.

Why does customer experience matter so much in fintech?

Fintech is booming and displacing traditional financial services on the strength of its customer experiences. The companies profiled here revolutionized financial services by innovating with a focus on customer experience, which makes staying on top of CX best practice a competitive requirement rather than a nice-to-have.