NPS Intelligence (beta)

So just as a reminder, one of the most important metrics for us is Net Promoter Score, NPS or a number of different metrics around product quality.

(2) scored an NPS that we believe far exceeds incumbent banks and all other major local financial technology companies; and (3) became the primary banking relationship for over 62% of our active customers, as of December 31, 2025.

Brazilian bank Nu's Net Promoter Score soared into the 90s.

And so we believe that we will be able to maintain customer engagement NPS at the segments that we care the most. We did run kind of some risk of having what people call the yield seekers eventually moving their money out.

…here in this slide, where you suddenly have this business model that can grow faster, reach more customers, generate higher return of equity for shareholders and generate higher NPS proves that this model is the right model to bank a very…

…and, as of December 31, 2024, we had a total of 10 million customers in the country, more than 55% of whom we acquired through unpaid word-of-mouth referrals, and had an NPS which we believe is around 15pts above the average NPS for incumbent banks.

Nu Holdings earned an NPS of 84 among its customer base in 2024 while increasing customer base by 22%.

…that this is a model that, number one, can reach more people and can include more people into financial services, can do it with a higher quality with a higher net promoter score, can do it with a much lower cost and also with a higher profitability.

The company's Net Promoter Score (NPS) is the highest in its segment within Brazil, according to internal analysis. This year, Nubank has been recognized as the most valuable brand in Brazil by the Brand Asset Index, a joint initiative of WPP and Design…

Nu maintains high net promoter scores among high-income shoppers while revenue grew 65% year-over-year in Q2.

But we are constraining that based on resilience, based on churn, based on quality of the product and the relationship in NPS. And so, those are all important guardrails and governance of how much we allow ourselves to grow down the credit spectrum.

According to internal analyses, the company's NPS (Net Promoter Score) is nearly three times higher than incumbents and other major local fintechs.

Form 20-F | 2023 5 Calculation of Net Promoter Score Net promoter score, or “NPS,” is a widely known survey methodology that measures the willingness of customers to recommend a company’s products and services.

We are now the highest net promoter score bank according to Bain for this segment, and that mirrors some of the trends we were tracking internally.

And within the high-income customer segment, we have the leading NPS in the market. On the monetization side, it's a marathon.

In fact, quite recently, Bain just published its most recent PRISM NPS report for Q1. And what that shows is that the segment of customers where we have actually our highest NPS is with the high-income customers.

…in building the significant infrastructure to help support this growth while creating a comprehensive portfolio of financial services for consumers and small businesses by working to maintain the highest Net Promoter Score in each country we operate in.

Nu Holdings (NYSE:NU) has emerged as the leading brand in Latin America with a strong Net Promoter Score.

They're growing faster and showing NPS levels higher than dose of Brazil. In both of these countries, we have already become the top issuer of Nu credit cards.

Nu Holdings reports best-in-class NPS across markets, highlighting strong customer satisfaction and loyalty.

And so, in Mexico, for example, we have a Net Promoter Score of 94, which is really the -- probably the highest NPS of any consumer product in any category globally.

In both markets, we believe to be position as the #1 issuer of new credit cards in the country and together these two countries added 700,000 unique customers, while maintaining an NPS around 90 in both markets.

Number two, we have been able to maintain one of the highest, if not the highest Net Promoter Scores of any consumer company in the world as we scale.

Form 20-F | 2021 5 Calculation of Net Promoter Score Net promoter score, or “NPS,” is a widely known survey methodology that measures the willingness of customers to recommend a company’s products and services.

And when we go and talk to our customers, we are seeing us getting the highest net promoter score in that product consistently and so it would kind of take us to conclude that over a period of time we should be able to see our customers refinancing on…

Nu has NPS levels 90 or above in the countries in which it operates. ● SMEs : The base of SME customers almost tripled in 2021, growing from 0.5 million to 1.4 million. ●

Table of Contents One of the World’s Largest Digital Banking Platforms 90+ Net Promoter Score (NPS) 80-90% Organic Acquisition New Customers per month on average in Q3’21 2.1 Million 3-year Total Customer CAGR as of September 30, 2021 110% 2018 2019…

Table of Contents One of the World’s Largest Digital Banking Platforms 90+ Net Promoter Score (NPS) 80-90% Organic Acquisition New Customers per month on average in Q3’21 2.1 Million 3-year Total Customer CAGR as of September 30, 2021 110% 2018 2019…