LendingTree, Inc.
lendingtree.com ↗In their words
“We started to collect NPS scores on the My LendingTree experience and it's roughly 50 basis points higher than the traditional LendingTree experience.”
“And we are absolutely committed to continue to build the ecosystem because we see the net promoter scores of My LendingTree users. Anybody who's a member of LendingTree, we see the NPS very high.”
“To summarize this we have a great new mortgage experience that's taking on a variety of forms that has a much higher net promoter score and is very different than our current experience but still gives the consumer choice and empowerment.”
NPS disclosures (10)
Our focus on improving the consumer experience is paying off with our NPS continuing its multi-year upward trend. The most recent improvements were driven by our advanced lead-to-lender matching capabilities and investment in our concierge platform.
In the month of June, we recorded our highest Net Promoter Score (NPS) to date. And while driving adoption of connected bank accounts through Plaid has proven more challenging than initially expected, those users who are taking advantage are…
And we are absolutely committed to continue to build the ecosystem because we see the net promoter scores of My LendingTree users. Anybody who's a member of LendingTree, we see the NPS very high.
…To summarize this we have a great new mortgage experience that's taking on a variety of forms that has a much higher net promoter score and is very different than our current experience but still gives the consumer choice and empowerment.
For a certain cohort of high intent eligible refi candidates, for example, our borrower selection model is close to reaching monetization parity with the legacy experience and to the substantially improved positive Net Promoter Score.
And the net promoter scores are very, very high on that. So as we work to sort of automate the mind of the loan officer on the site and we get the monetization equal.
My LendingTree is now providing 10% of LendingTree's total revenue has a very high net promoter score and is contributing significantly to our improved margin -- margins and is poised to every bit the game changer that we hoped.
So it's a fantastic Net Promoter Score experience, but I would say in the early days particularly since most of our traffic that signing up through that is coming through LendingTree so they're non-homeowners.
But ultimately we are going to be -- we think it will contribute overall to our Net Promoter Score as well, but it's really going to be about where My LendingTree is a year from now, not where it is in the quarter.
We started to collect NPS scores on the My LendingTree experience and it's roughly 50 basis points higher than the traditional LendingTree experience.
Retention disclosures (0)
No retention figures yet.
Lighthouse companies in Payments, wealth & financial 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.