StoneCo Ltd.
stone.co ↗In their words
“The retention rate at Linx core stayed at high levels of 99%”
“Our NPS is 65; the best in the industry, compared to our competitors weighted average NPS of 4. Our results in 2018 highlight the success of our business model.”
“Just to give an additional comment here, although we are balancing better, both products, TON and Stone, mainly focus on being the best NPS on our clients and the best cost of acquisition and lifetime value ratio in the products we have.”
Disclosed NPS over time
Every Net Promoter Score StoneCo Ltd. has published, by date.
NPS disclosures (19)
This agility has yielded numerous customer service awards and acknowledgments throughout our history, such as best NPS in the acquiring segment, granted by SoluCX in 2024 and 2023.
As of November 2020 (when the last external survey was conducted), we had an NPS of 64, the highest NPS among our peers in our key markets in Brazil, according to a study comparing industry participants performed by the Brazilian Institute of Public…
Just to give an additional comment here, although we are balancing better, both products, TON and Stone, mainly focus on being the best NPS on our clients and the best cost of acquisition and lifetime value ratio in the products we have.
According to an external survey conducted by IBOPE in November 2020, our NPS was 64. Rounding We have made rounding adjustments to some of the figures included in this annual report.
So what we are doing is, we’re maximizing pricing strategy in a way that we can drive more revenue per client without diminished NPS. So if you try to push too much take rates, you can have an impact on NPS in the perception of the client.
Although we have seen some impact in the onboarding of new clients due to the current situation, we have kept our high levels of service, as demonstrated by our NPS score of 72, first call resolution ratio of 89% and level of service of 96% in April.
Per our internal measurements, our NPS was 68 in the fourth quarter of 2019 which was unchanged compared to the prior-year period. Rounding We have made rounding adjustments to some of the figures included in this annual report.
It's very important to us that we can scale software by providing, continue to provide the same level of service NPS and support that we offer clients today.
Despite our strong growth and expansion, I am pleased that we have continued to maintain our high NPS by staying focused on our client relationships, delivering a differentiated value proposition and providing high quality customer service across the…
We started our client relationship with payments, achieving the best NPS in the country, and now we are starting to offer software, focusing on ruling out horizontal offerings at first.
These help us to keep the best NPS levels. It is also important to have a seamless sales process in order to keep the high productivity levels of our sales people.
Our NPS score of 65 was measured in an August 2018 survey we commissioned, which was conducted by the IBOPE. 5 Table of Contents Rounding We have made rounding adjustments to some of the figures included in this annual report.
Our NPS score of 65 was measured in an August 2018 survey we commissioned, which was conducted by the IBOPE. Rounding We have made rounding adjustments to some of the figures included in this prospectus.
Our NPS is 65; the best in the industry, compared to our competitors weighted average NPS of 4. Our results in 2018 highlight the success of our business model.
Offering the best value proposition and the best experience to our clients has brought the Company to where it is today and this is reflected in our best-in-class NPS (Net Promoter Score).
Our NPS score of 65 was measured in an August 2018 survey we commissioned, which was conducted by the IBOPE. Rounding We have made rounding adjustments to some of the figures included in this prospectus.
Our NPS score of 65 was measured in an August 2018 survey we commissioned, which was conducted by the IBOPE. Rounding We have made rounding adjustments to some of the figures included in this prospectus.
Our NPS score of 65 was measured in an August 2018 survey we commissioned, which was conducted by the IBOPE. Rounding We have made rounding adjustments to some of the figures included in this prospectus.
Retention disclosures (3)
Retention rate (Linx (software)): 99% (Q3 2021) — “the retention rate at Linx core stayed at high levels of 99%”
Retention rate: 98.8% (2Q21) — “Retention Rate 15.1% YoY 98.8%”
Retention rate (Linx (software business)): 99% (2020) — “99% client retention rate”
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.