Robinhood
robinhood.com ↗In their words
“Another metric that we track internally is Net Promoter Score, and we've been seeing that move up overall, but also with our active traders.”
“And all of this is adding up to the share gains that you're seeing and active trader NPS across -- and that's Net Promoter Score for those that aren't familiar, across options, equities and crypto seeing significant gains that are just continuing to…”
“We talked about improvements in NPS year-over-year last quarter, overall up 20 points year-over-year on average and up over 30 points for our more active traders, which is really encouraging.”
NPS disclosures (7)
average customer assets, Net Promoter Scores and customer retention rates
Another metric that we track internally is Net Promoter Score, and we've been seeing that move up overall, but also with our active traders.
And all of this is adding up to the share gains that you're seeing and active trader NPS across -- and that's Net Promoter Score for those that aren't familiar, across options, equities and crypto seeing significant gains that are just continuing to…
We talked about improvements in NPS year-over-year last quarter, overall up 20 points year-over-year on average and up over 30 points for our more active traders, which is really encouraging.
And perhaps most importantly all of the new products and features we’ve launched in the past year are continuing to drive higher customer satisfaction with Q1 net promoter scores improving more than 20 points from a year ago.
Gold subscribers increased in Q4 for the first time in over a year, and Gold Net Promoter Scores have moved way up. We’ve also seen Gold cash sweep balances grow to $6 billion at the start – at the end of January.
We've seen that we've made a lot of strides in customer Net Promoter Score. Every time we improve the service offering, we improve customer support, particularly when we added 24/7 live phone support and followed that up with chat, we see these measures…
Retention disclosures (2)
Retention rate: 97% (LTM Sep-23) — “Customer Retention Rate...97% 2019 2020 2021 2022 LTM Sep-23”
Robinhood faces user retention challenges following recent scrutiny.
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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.