In this week's Net Promoter® news the financial services and technology industry have some strong and impressive Net Promoter Score® contributions. We're also excited to welcome a real disruptor in the financial technology industry—Affirm—whose Net Promoter Score is a true example of a customer-first focus. We'll also look at some of the latest customer loyalty results from Huawei and Nutanix.
The Former PayPal CoFounder, Whose New Business Enjoys a Stellar Net Promoter Score
Max Levchin, former co-founder of PayPal and current CEO of financial services disruptor Affirm has recently shared some exciting news about his company's customer loyalty rankings. Affirm is a company structured so that consumers who want to borrow money know the exact amounts that they’ll be paying ahead of time, without any hidden fees. Levchin has noted that his main point of pride is Affirm's Net Promoter Score of +82.
For Levchin, building a company that people want to recommend to their friends is crucial, especially in a financial landscape full of banks with negative Net Promoter Score results.
According to Daily Trojan, Affirm's CEO places a much higher priority on trust and individuals than on profit.
“We’re happy to take a lower cut but provide a better service,” Levchin said.
What's even more fascinating is Affirm's Net Promoter Score performance over the past few months. The financial services company achieved a stellar NPS of +73 in July 2017, as shared by Levchin. Since July 2017, Affirm's NPS has grown +9 points to +82, a true indication that the company is putting customers first with its approach of providing consumers with honest, transparent financing.
Click the image below to learn more about Affirm's Net Promoter performance.
P.S. We'd like to thank Max Levchin for referencing and using our sister website NPSBenchmarks.com! We couldn't be more thrilled!
Huawei Takes its NPS from -24 to +49 in 4 years
Huawei is having an impressive 2017. Obtaining a 10.5% market share for Q3'17 and recently overtaking Apple as the world's second largest smartphone manufacturer, the Shenzhen-based company has also achieved amazing customer loyalty rankings.
In 2011, their global brand awareness was only 3%, today that stands at more than 76%. What's even more impressive is that Huawei took its Net Promoter Score from -24 to +49 by 2017.
While in the US, Huawei's recently released Mate 10 is competing with Apple's iPhone X, the European market has become the most successful overseas market for the brand. This year, the company has overtaken Apple to become the second largest smartphone maker by shipment in countries including Finland, Italy, Poland and Spain. And it ranks No.3 in Germany and No.4 in France, according to the research firm Canalys.
“One of the main reasons for Huawei’s growth in Europe is related to the fact that they have a strong, privileged relationship with carriers. Before selling its phones there, Huawei has been building telecom stations for European carriers like Orange. S.A. in France and Elisa Oyj in Finland. Now, it can leverage those relationships for quick market entry and spend spend its marketing budget on securing the best display positions inside local retailers, said IDC analyst Francisco Jeronimo.” IDC analyst Francisco Jeronimo said.
In due time, Huawei hopes to overtake Apple in customer loyalty and Net Promoter Score rankings, while also achieving a greater profitability. Huawei's focus on customer experience and Net Promoter Score during their CES 2016 Press Conference shows they are on the right track to winning customers' hearts. Check the video below to learn more.
Nutanix' Year-Over-Year NPS Growth
Nutanix is a cloud computing software company that sells hyper-converged infrastructure appliances and software-defined storage. Based on Nutanix' year-over-year Net Promoter Score growth, consumers are impressed with their services.
Between 2014 and 2017, the company went from a Net Promoter Score of +73 to 92 in 2017. Nutanix attributes these extraordinary achievements to its intense focus on best-in-class customer support.
Nutanix also understands the importance of Net Promoter transparency: Nutanix’ company page has been shared more than 300 times from NPSBenchmarks.com! You can learn more about Nutanix by clicking on the image below.