LegalZoom.com, Inc.
legalzoom.com ↗In their words
“Our aggregated retention rate for the quarter was 59%. That's down from prior quarter of 60%.”
“To a dedicated tax expert, and utilization of MyLZ for document sharing and expert collaboration drove a net promoter score of 59 for the overall tax filing experience and a net promoter score of 87 for interactions with our experts during the season.”
“But we did prove two things that have become the foundation of this season, we have a powerful channel; and given our focus on the needs of the new-to-the-world businesses, we have a novel account experience with the Net Promoter Score above 80.”
Disclosed NPS over time
Every Net Promoter Score LegalZoom.com, Inc. has published, by date.
NPS disclosures (19)
LegalZoom's Net Promoter Score of +74 significantly exceeds the -61 score for offline legal services.
…to a dedicated tax expert, and utilization of MyLZ for document sharing and expert collaboration drove a net promoter score of 59 for the overall tax filing experience and a net promoter score of 87 for interactions with our experts during the season.
The combination of both of these investments has meant that in 2023, we had a nearly 40% year-over-year decrease in voice contacts per order while increasing our customer care in Net Promoter Score.
And while we may see some short-term pressure on our results during the transition, our new sales strategy will have fewer outreaches to a narrow group of high value customers, which we believe will benefit both NPS and revenue in the long-term.
…But we did prove two things that have become the foundation of this season, we have a powerful channel; and given our focus on the needs of the new-to-the-world businesses, we have a novel account experience with the Net Promoter Score above 80.
This is a win-win as speed of delivery is a core driver of Net Promoter Score improvements and automation leads to lower COGS. Moving to our ecosystem investments, we continue to both build and buy into unique SMB ecosystem, designed to get businesses…
To be clear, the Net Promoter Score when engaging with our experts with the highest of any experience we deliver, but the process outside of that interaction was too complex.
We believe the effectiveness of our approach is reflected in our strong NPS of 69.2 in 2021, which is based on over 81,000 responses from customers.
And LZ Tax is already an important contributor to our growth and had an early transactional net promoter score of 83% in Q4. Out of the gate, it has the strongest net promoter score of any service we offer.
And then one of the top drivers of both promotion in terms of Net Promoter and the traction is turnaround times. And so we've done a pretty significant investment on the fulfillment side.
When they work directly in our product, it's over two times in net promoter score of working with an attorney. And so, I think that's the competition we focus on the most.
As a result, our business formation products have a net promoter score, or NPS, of 51, which is over double that of traditional offline attorneys, who have an NPS of 25, and our NPS for our independent attorney network is 77, which is three times that…
…market share; cash flow; cash flow per share; share price performance; debt reduction; customer satisfaction; net promoter score; stockholders’ equity; capital expenditures; debt levels; operating profit or net operating profit; workforce…
As a result, our business formation products have a net promoter score, or NPS, of 51, which is over double that of traditional offline attorneys, who have an NPS of 25, and our NPS for our independent attorney network is 77, which is three times that…
In 2011, our net promoter score, or NPS, was 65% based on the approximately 34,000 customers who responded to a survey we provided, which places us at the upper end of customer satisfaction ratings, comparable to Amazon.com, 69 Table of Contents the…
In 2011, our net promoter score, or NPS, was 65% based on the approximately 34,000 customers who responded to a survey we provided, which places us at the upper end of customer satisfaction ratings, comparable to Amazon.com, 70 Table of Contents the…
In 2011, our net promoter score, or NPS, was 65% based on the approximately 34,000 customers who responded to a survey we provided, which places us at the upper end of customer satisfaction ratings, comparable to Amazon.com, 68 Table of Contents the…
In 2011, our net promoter score, or NPS, was 65% based on the approximately 34,000 customers who responded to a survey we provided, which places us at the upper end of customer satisfaction ratings, comparable to Amazon.com, 67 Table of Contents the…
In 2011, our net promoter score, or NPS, was 65% based on a survey of our customers, which places us at the upper end of customer satisfaction 63 Table of Contents ratings, comparable to Amazon.com, the highest rated Internet company with a score of…
Retention disclosures (3)
LegalZoom showed improved customer retention, supporting higher net margins and earnings stability.
LegalZoom's strategic AI-driven transformation includes focus on customer retention and attracting premium clients.
Retention rate: 59% (Q2 2025) — “our aggregated retention rate for the quarter was 59%. That's down from prior quarter of 60%.”
Lighthouse companies in Business services
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.