Onity Group Inc.
ocwen.com ↗In their words
“Our efforts are yielding results as evidenced by our client Net Promoter Score of 70 in the first half of 2026, a level raggling some of the best service organizations.”
“With a 4.6 and 4.1 out of 5 star satisfaction rating for our call center and load boarding performance respectively, as well as the 61 net promoter score from sub-servicing clients, a score consistent with companies such as Amazon, Apple and Google.”
“Our continued AI investment and strong servicing performance have helped us achieve a client Net Promoter Score level rivaling Amazon, Apple, and Google.”
Disclosed NPS over time
Every Net Promoter Score Onity Group Inc. has published, by date.
NPS disclosures (22)
Onity Group Inc. reported a Net Promoter Score of 70 on its earnings call while balancing growth initiatives.
Onity achieved a 90 net promoter score for client integration in Q2 2026.
Our efforts are yielding results as evidenced by our client Net Promoter Score of 70 in the first half of 2026, a level raggling some of the best service organizations.
Our continued AI investment and strong servicing performance have helped us achieve a client Net Promoter Score level rivaling Amazon, Apple, and Google.
Lending - Retail Customer Average Quarterly Net Promoter Score (NPS) from Transactional Survey 15 % 60 70 80 83 120 % 18 % 2. Lending - Third Party Client - Forward Average Quarterly NPS from CL Delegated Relationship Survey 7.5 % 60 70 80 78 116 % 9 % 3.
…with a 4.6 and 4.1 out of 5 star satisfaction rating for our call center and load boarding performance respectively, as well as the 61 net promoter score from sub-servicing clients, a score consistent with companies such as Amazon, Apple and Google.
Lending - Retail Customer Average Quarterly Net Promoter Score (NPS) from Transactional Survey 15 % 60 70 80 69 99 % 15 % 2. Lending - Third Party Client - Forward Average Quarterly NPS from CL Delegated Relationship Survey 7.5 % 55 65 75 75 119 % 9 % 3.
Our investment in people, process and technology has also allowed us to continue improving our Net Promoter Score rating, which is our internal measure of customer satisfaction.
Lending - Retail Customer Average Quarterly Net Promoter Score (NPS) from Transactional Survey 15 % 55 60 65 78.8 120 % 18.0 % 2. Lending - Third Party Client - Forward Average Quarterly NPS from CL Delegated Relationship Survey 7.5 % 40 55 70 73.0 120…
Our Net Promoter Scores were up 6 percentage points over last year and subservicing client Net Promoter Scores are up 18 percentage points.
Where we're driving improved efficiency, we're also improving the borrower and subservicing client experience with net promoter scores up 11, 12 percentage points respectively over last year.
Lending - Forward - Retail Average Quarterly Net Promoter Score (NPS) from Transactional Survey 12.5 % 45 50 55 64 120 % 15.0 % 2. Lending - Forward - Third Party Implement process to survey and establish baseline (date) 7.5 % 1-Oct 1-Aug 1-Jun 26-Jul…
Servicing - Non-Forbearance Net Promoter Score (NPS) Q4 2021 20 % 27 30 33 32.7 118 % 23.6 % 7. Servicing - Subserviced Clients Implement NPS Metric and Begin Tracking (date) 10 % 31-Dec 31-Oct 31-Aug 31-Mar 120 % 12.0 % 8.
Consistent with our strategy to provide the service experience that delivers on our commitments, we've put significant efforts towards improving our Net Promoter Score or NPS.
Lastly, Net Promoter Score is up 13 points from the second quarter of 2020, down a little bit versus first quarter due to an increase in the volume of new loan boardings and seasonality.
And we are taking or making solid progress against our NPS, Net Promoter Score improvement goal. So again, great operating execution here by our servicing and technology teams.
Customer Satisfaction – Servicing Net Promoter Score (NPS) % point improvement Q4 2020 vs. Q4 2019 6.25 % 8 14 20 32.4 150 % 9.38 % 6b-i.
…cost structure enabled through our offshore platform, automation, lean scalable processes and operating execution, strong customer satisfaction demonstrated by high net promoter scores and low levels of consumer complaint and diversified revenue…
Achieve external Retail Forward Lending Net Promoter Score (NPS) of 55 and pull-through from lock-to-close of 50% through September NPS 50 Pull-through 45% NPS 55 Pull-through 50% NPS 55 Pull-through 55% Below Threshold 3.
Improve Forward Retail Originations Net Promoter Score 5% 35 45 55 Outstanding 4. Financial Risk Management 1.
Ocwen introduced a customer survey process to measure Net Promoter Score and developed improvement plans under Sherri Goodman's leadership.
Expand and derive more value from the Net Promoter Score (NPS) Discretion of Compensation Committee Target 2b. Expand and derive more value from the Net Promoter Score (NPS) process 40 50 60 Outstanding 3.
Retention disclosures (0)
No retention figures yet.
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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.