NPS Intelligence (beta)

Monthly active accounts climbed 21%, and our net promoter score globally is 80. People love this product.

And I guess at the end of the day, what that's adding up to when we look at our Net Promoter Score, we're now at a 7-year high in that. And so there's clearly a lot of momentum in the business right now, and we just want to double down on that.

And the other thing that we didn't mention is our Net Promoter Score, which is kind of how do our customers feel about us, is at a 5-year high this quarter.

We have seen our Net Promoter Score for PayPal Credit jump to over 70% in March, a clear demonstration that what regulators want and what we want are truly aligned around delighting and protecting our customers.

Churn (app users): 25% — “Their churn is at least 25% less than the rest of the base”

Churn (digital wallet users): 25% — “we're seeing much reduced churn on that 25% to 33%, 50% greater ARPU, 60% more checkout transactions”

Churn (Digital wallet users vs. rest of base): 33% (Q2 2022) — “Churn is now -- our best view of it now is churn is reduced by 33%. We thought that was about 25% last quarter so that's gotten slightly better.”

PYMNTS.com discusses PayPal's 'Relationship Commerce' customer loyalty strategy, emphasizing trust, choice, and convenience in an era of high customer acquisition costs.

Churn (Digital wallet users vs. rest of base): 25% (Q1 2022) — “The churn rate for digital wallet users is 25% less than the rest of our base.”

Churn (App users vs. checkout only): 25% (Q4 2021) — “When somebody uses the app their propensity to churn is 25% less.”

Churn (Users of two or more products (e.g., checkout and P2P)): 50% (Q3 2020) — “When somebody uses two or more of our products, say checkout and P2P, their churn reduces by 50%”