Chime
chime.com ↗In their words
“Over 100% dollar-based transaction profit retention, net of churn”
“A 90-plus percent retention rates after the first year”
“Our oldest cohorts are now nearly a decade old and are generating more transaction profit now than they did pre-COVID, and that's net of churn”
NPS disclosures (5)
Chime Financial CEO discussed net promoter score improvements driven by AI-enabled chat and voice channels answering over 70% of customer inquiries.
It's actually our highest NPS product today. In fact, our NPS on instant loans is around 80% -- 80 points.
Financial services company Chime doubled its Net Promoter Score and achieved a 60% reduction in contact center costs using Decagon's AI tools.
…average cost-to-serve for 2024; see the section titled “Industry, Market, and Other Data.” 15 Based on Service Net Promoter Score (sNPS) scores collected from Chime commissioned third-party surveys conducted on a rolling basis to measure the…
…average cost-to-serve for 2024; see the section titled “Industry, Market, and Other Data.” 15 Based on Service Net Promoter Score (sNPS) scores collected from Chime commissioned third-party surveys conducted on a rolling basis to measure the…
Retention disclosures (4)
Net revenue retention: 100% (Q1 2026) — “over 100% dollar-based transaction profit retention, net of churn”
Retention rate: 90% (Q1 2026) — “a 90-plus percent retention rates after the first year”
Net revenue retention (transaction profit, by cohort): 100% (Q4 2025) — “Our oldest cohorts are now nearly a decade old and are generating more transaction profit now than they did pre-COVID, and that's net of churn”
Chime launched a new secured card with no fees or interest as part of its long-term customer retention strategy.
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.