LPL Financial
lpl.com ↗In their words
“Historically, we think of that adviser churn movement sitting around 5.5% to 6%. It has been truncated over the first half of this year. We see the center of gravity sitting around 5%”
“The advisor movement remains below historical norms, and we've even discussed this at points now internally to say, I think maybe this is where the norm is in that 5% kind of churn rate versus historical 6% to 6.5%”
“We expect that retention rate in that 98.5% range to 99% range to be a good way to think about our good centering point”
Disclosed NPS over time
Every Net Promoter Score LPL Financial has published, by date.
NPS disclosures (23)
LPL Solutions advisors report over 50% higher Net Promoter Scores and 2x faster growth compared to non-users.
LPL earned a Net Promoter® Score (NPS) of 70
The momentum of the I&B program for advisors is tracked through annual net promoter scores; recruitment and retention of underrepresented advisor groups; attendance at our hosted events; and the results from our engagement and satisfaction surveys.
The momentum of the CI&B program for advisors is tracked through annual net promoter scores; recruitment and retention of underrepresented advisor groups; attendance at our hosted events; and the results from our engagement and satisfaction surveys.
The NPSs are off the chart or Net Promoter Score is off the charts. And I got a tangible experience of this.
Improvements in service levels resulted in increases in year-over-year net promoter scores and average service level metrics, which exceeded the respective targets.
We have solid trends there, strengthening NPS scores, evolving capability. We expect that retention rate in that 98.5% range to 99% range to be a good way to think about our good centering point, if you will, on retention for this year outside of the…
Net promoter scores (“NPS”) related to products and platforms were slightly below target but contributed to positive NPS performance overall.
Although the Company’s net promoter (“NPS”) improved in J.D. Power’s annual competitive survey, NPS scores decreased year-over-year in the Company’s internal surveys and reflected service levels and systems performance that were below expectation.
As a result, asset retention remained solid at 98% in the first quarter and Net Promoter Scores increased year-over-year. Our first quarter business results led to solid financial outcomes with $1.77 of EPS prior to intangibles and acquisition cost.
The Company’s net promoter scores increased by 15 points year-over-year as it focused on delivering differentiated service and support for its advisors through expanded capabilities and LPL Business Solutions.
We are about halfway through the implementation of this model and at this point, it has made a solid contribution to our Net Promoter Scores.
We also engage with our advisors using the Net Promoter® System (NPS) methodology
After we rolled out our omnichannel and case management solutions across our service organization, they delivered a solid contribution to our advisor experience and NPS scores.
With respect to the advisor service experience, we were able to pull forward solid outcomes in a challenging operating environment as our Net Promoter Scores remain consistent with the increased levels we delivered in Q1.
First, our advisor Net Promoter scores increased by another nine points in Q1 for a total increase of roughly 55 points in just over two years.
Make it easier to do business with the Company The Company made progress on this multi-year initiative, as reflected in a 45 point improvement in its net promoter score over the past two years.
As a result, we drove our NPS score up by 45 points over the past two years. As we move into 2020, not only are we continuing the ease of doing business program, but we are also adding a new effort transforming our service offering into a client care…
LPL Financial and its advisors rank first in customer loyalty with a Net Promoter Score of 70, 25 points higher than the No. 2 firm.
We implemented a process of continuous Net Promoter Score Measurements as well as a firm-wide management follow-up system to address issues highlighted in the process;
We implemented a process of continuous Net Promoter Score measurements as well as a firm-wide management follow-up system to address issues highlighted in the process.
We have continued to improve service satisfaction, as reflected by our Northstar survey results and our Net Promoter Score. • Employee engagement trended positive in 2010.
Our Net Promoter Score of 61% was 29 points higher than the average of other broker-dealers. Enabling Technology We provide our technology and service to advisors through BranchNet, our proprietary, integrated technology platform that is server-based…
Retention disclosures (7)
Churn (adviser/advisor): 5% (Q2 2025) — “historically, we think of that adviser churn movement sitting around 5.5% to 6%. It has been truncated over the first half of this year. We see the center of gravity sitting around 5%”
Churn (advisor): 5% (Q4 2024) — “the advisor movement remains below historical norms, and we've even discussed this at points now internally to say, I think maybe this is where the norm is in that 5% kind of churn rate versus historical 6% to 6.5%”
Retention rate: 98.5% (Q4 2023) — “we expect that retention rate in that 98.5% range to 99% range to be a good way to think about our good centering point”
Retention rate (Waddell & Reed): 99% (Q3 2021) — “the final asset retention rate for the deal was approximately 99%”
Retention rate: 97.5% (Q4 2020) — “a good sustainable range being somewhere around 2% to 3% of attrition or said differently 97% to 98% retention”
Retention rate: 98% (Q4 2020) — “Retention rates have improved from 96% to 98% over that period of time”
Retention rate: 97% (Q3 2020) — “slide four of the deck implies a 97% retention rate of production, down from 98.5% for the first half of the year”
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.