XP Inc.
xp.com.br ↗In their words
“However, we are already on a consistent recovery path and more recent indicators were positive with NPS coming around 70. We expect to return to historical levels by year-end, demonstrating the strength of our brand and the trust clients place in our…”
“We remain focused on that maintaining the NPS above 70 at the top of the industry once again this quarter. High NPS directly translates into high share of wallet, and we see this consistently in our client base.”
“This is reflected on our NPS score that was 76 this quarter, one of the highest in the industry. We continue to differentiate ourselves in the market offering premium quality and service levels throughout our ecosystem.”
Disclosed NPS over time
Every Net Promoter Score XP Inc. has published, by date.
NPS disclosures (69)
XP reported a Net Promoter Score of 66 points in Q2 2026, reflecting recovery toward historical levels.
XP Inc. reported a Net Promoter Score of 66 points in Q2 earnings, reflecting customer loyalty across its platform.
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 66 in 2Q26. The NPS calculation as of a given date reflects the average scores in the prior six months.
XP Inc. management signalled early signs of Net Promoter Score recovery, with recent readings trending toward long-term levels.
However, we are already on a consistent recovery path and more recent indicators were positive with NPS coming around 70. We expect to return to historical levels by year-end, demonstrating the strength of our brand and the trust clients place in our…
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 61 in 1Q26. The NPS calculation as of a given date reflects the average scores in the prior six months. &bsp;
XP Inc. reported Net Promoter Scores of 72 (2023), 70 (2024), and 65 (likely 2025) in its SEC Form 20-F filing.
Our NPS score as calculated by us as of December 31, 2023, 2024 and 2025 was 72, 70 and 65 respectively. Rounding We have made rounding adjustments to some of the figures included in this annual report.
ill start with the NPS question. It's -- the drop is related to 2 events that we had on the fourth quarter.
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 65 in 4Q25. The NPS calculation as of a given date reflects the average scores in the prior six months.
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 74 in 3Q25. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 72 in 2Q25. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
XP's high Net Promoter Score is cited as a competitive advantage creating customer switching costs.
…>75 Different Issuers Currently Available in the Platform 9 % Current 20 % 2025 Target Penetration of Target Clients Early Indicators +10 p.p NPS +5 0 % Lift in Net New Money 9 Strategy Tracker Retail Investments Leadership in Core Business Our main…
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 73 in 1Q25. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
Our NPS score as calculated by us as of December 2022, 2023 and 2024 was 73, 72 and 70, respectively. Rounding We have made rounding adjustments to some of the figures included in this annual report.
XP's advised clients boast an NPS of 90, with their share of wallet growing in double digits.
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 70 in 4Q24. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 72 in 3Q24. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 71 in 2Q24. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
The decline was 1 point. So it's probably not even like a strategical relevant, okay.
NPS Our NPS, a widely known survey methodology used to measure customer satisfaction, was 71 in 1Q24. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
Our NPS score as calculated by us as of December 2021, 2022 and 2023 was 76, 73 and 72, respectively. Rounding We have made rounding adjustments to some of the figures included in this annual report.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 72 in 4Q23. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
XP Inc. reported NPS as a key performance indicator in 4Q23 results.
…Save Money Spend Money Borrow Money Protect Assets + 160 Independent Asset Managers + 1,000 Investment Products 72 Net Promoter Score Our Products Platform Enables Advisors to Provide Superior Client Experience Broadest Investment Products + 500 +…
We remain focused on that maintaining the NPS above 70 at the top of the industry once again this quarter. High NPS directly translates into high share of wallet, and we see this consistently in our client base.
XP Inc. reports 3Q23 KPIs including Net Promoter Score as a tracked metric amid market volume fluctuations.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 72 in 3Q23. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
This is reflected on our NPS score that was 76 this quarter, one of the highest in the industry. We continue to differentiate ourselves in the market offering premium quality and service levels throughout our ecosystem.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 76 in 2Q23. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
's areas, with the support of its HR Business Partners . e - NPS: The Employee Net Promoter Score and the Leadership Net Promoter Score are measured systematically throughout the year .
While this is during the early stages of our plan, we can already see that cross-selling new products such as our cards, digital accounts and insurance have helped us gain more share of wallet from our clients in investments and also improve our NPS.
Our NPS score as calculated by us as of December 2020, December 2021 and December 2022 was 71, 76 and 73, respectively. Rounding We have made rounding adjustments to some of the figures included in this annual report.
XP Inc. reported NPS (Net Promoter Score) as a key performance indicator in 1Q23.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 70 in March 2023. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 73 in December 2022. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 73 in September 2022. Maintaining a high NPS score remains a priority for XP since our business model is built around client experience.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 76 in June 2022, vs 76 in June 2021.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 76 in March 2022, vs 74 in March 2021, reflecting our ongoing efforts to provide superior customer service at a lower cost.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 76 in March 2022, vs 74 in March 2021, reflecting our ongoing efforts to provide superior customer service at a lower cost.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 76 in December 2021, vs 71 in December 2020, reflecting our ongoing efforts to provide superior customer service at a lower cost.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 76 in December 2021, vs 71 in December 2020, reflecting our ongoing efforts to provide superior customer service at a lower cost.
Net Promoter Score (NPS) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 77 in September 2021, reflecting our ongoing efforts to provide superior customer service at a lower cost.
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 77 in September 2021, reflecting our ongoing efforts to provide superior customer service at a lower cost.
…related loans and receivables (2) See appendix for a reconciliation of Adjusted Net Income and Adjusted EBITDA (3) NPS, is an independent widely known survey methodology that measures the willingness of customers to recommend a Company’s products and…
NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, was 76 in June 2021, reflecting our ongoing efforts to provide superior customer service at a lower cost.
XP Inc. reports on NPS (Net Promoter Score) programmes as part of business metrics alongside R$817 billion AUC and credit portfolio growth.
…XP’s platform. ¹This portfolio does not include Credit Card related loans and receivables Net Promoter Score (NPS) Our NPS, a widely known survey methodology used to measure customer satisfaction, increased to 74 in March 2021, reflecting our ongoing…
Our NPS score as calculated by us as of December 2018, December 2019 and December 2020 was 64, 73 and 71, respectively. Rounding We have made rounding adjustments to some of the figures included in this annual report.
…XP’s platform. ¹This portfolio does not include Credit Card related loans and receivables NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, increased to 74 in March 2021, reflecting our ongoing…
The NPS calculation as of a given date reflects the average of the answers in the previous six months Retail Equity DARTs (million) 4Q19 2.5 1.1 4Q20 126% NPS Dec - 20: 71 XP Inc.
…to quickly scale up businesses, as the credit portfolio reinforces, growing ~10x from June to December 2020.” NPS (Net Promoter Score) Our NPS, a widely known survey methodology used to measure customer satisfaction, increased to 71 in December 2020.
Calculation of Net Promoter Score Net Promoter Score, or NPS, is a widely known survey methodology that measures the willingness of customers to recommend a company’s products and services.
Net Promoter Score (NPS) NPS, a widely known survey methodology used to measure customer satisfaction, reached 70 in 3Q20. Maintaining a high NPS score is a priority for XP since our business model is built around client experience.
Individual Investors in B3 (in ‘000s) Source: B3 NPS (Net Promoter Score) and App Rating NPS, a widely known survey methodology used to measure customer satisfaction, reached 69 in September 2020.
2 2Q20 KPIs and Financials 7 KPIs AUC, Active Clients and NPS Assets Under Custody (AUC) (R$ in bn) Active Clients (‘000) 2Q19 2Q20 2,360 1,304 +81% 2,039 2Q20 1Q20 2,360 +16% 274 436 2Q19 2Q20 +59% 366 436 1Q20 2Q20 +19% 144 187 1H20 Jul - 20 +30% 7 8…
We believe that our 71 client NPS as of May-2020, high ratings on App Stores and the Data Folha award of best investment advisory company in Brazil in 2020 are important signs that we are in the right direction.
Our NPS was 71 in May 2020, compared to an NPS of 72 in March 2020. In May 2020, we reached 25% and 57% market share in retail equity custody and trading volume over the month of May, respectively.
…in the retail equity market achieving 25% of custody market share and 57% of the traded volume market, share · NPS, a widely known survey methodology used to measure customer satisfaction was 71 in May 2020 Note: for additional disclosure…
XP has achieved an NPS of 73 as part of its omnichannel distribution strategy.
1Q20 1Q19 2,039 1,126 +81% 2,039 4Q19 1Q20 1,702 +20% NPS Mar/2020: 72 232 366 1Q19 1Q20 +58% 409 366 Market Depreciatio n 4Q19 (21) One - Off Corporat e Outflow (58) 36 Net Inflow 1Q20 Note: NPS, is an independent widely known survey methodology that…
Our NPS score as calculated by us as of December 2017, December 2018 and December 2019 was 58, 64 and 73, respectively. Rounding We have made rounding adjustments to some of the figures included in this annual report.
…Other includes Floating, Pension Funds, REITs, International Products and Structured Notes (COE) 11 12 4Q19 1Q20 1 11 Active Clients and NPS 2 million Active Clients milestone achieved with s trong evolution in 1Q20 and solid NPS Active Clients (‘000) ▪
Finally, NPS increased from 71 in September to 73 in December 2019, reinforcing our client-centric approach. In our view, these positive achievements are tied to XP’s self-reinforcing ecosystem, our long-term strategic initiatives, focus on financial…
Net Promoter Score (NPS)³ ³ NPS, is an independent widely known survey methodology that measures the willingness of customers to recommend a Company’s products and services.
Our NPS score as calculated by us as of December 2017, December 2018 and September 2019 was 58, 64 and 71, respectively. Rounding We have made rounding adjustments to some of the figures included in this prospectus.
Our NPS score as calculated by us as of December 2017, December 2018 and September 2019 was 58, 64 and 71, respectively. Rounding We have made rounding adjustments to some of the figures included in this prospectus.
Our NPS score as calculated by us as of December 2017, December 2018 and September 2019 was 58, 64 and 71, respectively. Rounding We have made rounding adjustments to some of the figures included in this prospectus.
Retention disclosures (2)
Gross revenue retention (Banco Master): 85% (Q4 2025) — “Banco Master today is above 85%...we are keeping more than 85”
Gross revenue retention (fixed income maturing events): 70% (Q4 2025) — “when we have big maturing of fixed income...usually, we retain 70%, 75% of the amount”
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.