Finance: Non-bank, Fintech & Payments
Non-bank finance and fintech disclosures continue to set the pace for candour in client loyalty reporting. This week's digest covers 404 canonical NPS filings across payments, lending, advisory and platform businesses — a corpus that includes Snapdocs at 100.0, Cornerstone Advisors at 90.0, and Wisr at 82.0, alongside a handful of deeply negative outliers and one remarkable turnaround at ANZ.
The headline
The sector's 404 scored disclosures deliver a mean of 71.2 and a median of 76.0, both above the cross-sector corpus median of 74. That convergence is unusual; in most industries a small cohort of detractors drags the mean well below the median, but here the distribution is more symmetrical. The tightest cluster sits in the mid-70s, and while there are eight perfect-100 filings and a handful of scores below zero, the bulk of companies report in a band that suggests genuine loyalty rather than transactional tolerance.
Year-on-year volatility has been modest since 2018. The lowest annual median came in 2018 (60.0), the highest in 2023 (79.0). For 2026 so far — 67 filings through early August — the average is 72.8 and the median 75.0, both squarely in line with the five-year trend and consistent with prior peaks in disclosure volume during earnings cycles.
NPS evolution
The time series shows a pronounced dip in 2018, when both the average (58.7) and median (60.0) fell sharply before recovering in 2019. Since then, the sector has hovered in a 70–77 corridor with only small annual excursions. The 2025 and 2026 data suggest stability rather than structural improvement.
Disclosure volume
Filings have accelerated sharply since 2018. The 2025 tally of 72 disclosures represents the highest annual count on record, and 2026 is already two-thirds of the way there by early August. The pattern reflects both growing acceptance of NPS as a board-level metric and heightened scrutiny from buy-side analysts who now routinely flag its absence in earnings materials.
Company stories
ANZ's 98.5-point arc
ANZ holds the largest swing in the dataset: from –55.5 in mid-2020 to 43.0 in May 2024, a gain of 98.5 points over four years. That trajectory tracks the bank's retreat from problematic offshore portfolios and a shift in digital channel strategy. The 2020 nadir coincided with public criticism of account-closure practices and poorly managed migrations; the 2024 reading, while still below sector norms, reflects cleanup rather than excellence.
Dudley Building Society's reversal
Dudley Building Society moved the opposite direction: from 93.9 in mid-2024 to 42.0 in June 2026, a decline of 51.9 points across four disclosures. The society has not issued a public explanation, but the timing aligns with a platform migration and leadership turnover. Mortgage-focused mutuals often report high NPS during stable periods, making large drops a leading indicator of operational strain.
Negative-NPS outliers
Five filings sit below zero. United African Stokvel holds the floor at –96.0 (July 2023), a score that appears in a mid-year financial statement without commentary. Accord Mortgages and Accord both disclosed –11.0 in 2019 and 2020, reflecting broker dissatisfaction during a rate-compression cycle. Bank of Ireland reported –1.0 in October 2021, shortly after fee increases triggered public backlash.
Recent strength at the top
Snapdocs joined the perfect-100 club in January 2026, the first fintech lender to do so since Princeton Mortgage Wholesale in 2019. Cornerstone Advisors held 90.0 under new CEO Mazen Ghalayini, while Wisr hit 82.0 in its FY26 filing, supported by broker-satisfaction initiatives and technology investments.
Fresh in 2026
August disclosures continue to arrive at a brisk pace, with several notable updates in the past week:
- Cornerstone Advisors — 90.0, maintained under new leadership (August 5)
- Ethos — 70.0, alongside 113% Q2 revenue growth (August 4)
- Visa — 76.0, unchanged for three consecutive years (July 30)
- CAIS — 74.0, more than double the B2B SaaS benchmark of 36.1 (July 29)
- Wisr — 82.0, driven by broker satisfaction and tech investments (July 28)
- SwitchThink Solutions — 84.0, flagged as industry-leading (July 24)
- MONY Group — 74.0, up from 72.0 in H1 amid AI-powered transformation (July 21)
Older nuggets worth a second look
- Affirm reported 82.0 in September and October 2017, a score the company's founder cited as a main point of pride and a driver of repeat purchase rates near 25%.
- OnDeck disclosed 84.0 in Q2 2017, one of the highest early fintech lender readings on record.
- Sindeo, a mortgage-tech firm, posted 81.0 in mid-2017 and contrasted it with an average big-bank score of –3.
- LPL Financial ranked first in customer loyalty at 70.0 in early 2017, 25 points ahead of the number-two firm.
- New Zealand Home Loans reported 83.0 for its Auckland branch in August 2017, outperforming the big banks.
- Newbury Building Society recorded 65.0 in October 2017, more than three times the UK average at the time.