Here’s why we go the extra mile to build Quality Consumer Experience

We are proud to announce that ZestMoney’s Net Promoter Score has reached 75 this past month. This number keeps improving quarter on quarter for us. We believe this score is critical for us to ensure we are in line with our mission and vision to deliver a world-class financial product to consumers through an entirely transparent and reliable manner.

What is NPS?

Net Promoter Score is a metric that assesses the loyalty of a customer towards our business. It is measured by asking a simple question, “How likely are you to recommend ZestMoney to your friends or colleagues?” Customers then rate their product experience on a scale of 1–10.

We categorise customer responses into 3 fields

Promoters: Customers who rate their likelihood to recommend a company as 9 or 10 are classified as ‘promoters’. These customers are strong advocates of the company and have a high probability of recommending it to their friends or colleagues.

Detractors: Customers who rate their likelihood to recommend a company between 0 to 6 are classified as ‘detractors’. These customers are not likely to use the company’s services again and are likely to spread negative comments via word of mouth or social forums.

Passives: Customers who rate their likelihood to recommend a company as 7 or 8 are classified as ‘passives’. These customers would probably not share negative comments about a company but at the same time will not be hesitant to try a competitor’s services when the opportunity arises.

How is NPS measured?

NPS is calculated as the difference between the percentage of customers who are promoters and detractors. This number could be anywhere from -100 to 100. For ZestMoney, this number has consistently been above 70. This gives us a sense of pride as most companies in consumer lending have NPS below ours. For example, Amazon and Uber.

Why should a customer be aware of a company’s NPS?

NPS is a good indicator of how satisfied customers are with a company’s services. Besides customer satisfaction, it also indicates the likelihood of customers recommending the company’s product to their friends or colleagues. It helps understand how loyal customers are towards the company’s products and services, and if they are likely to stick with the company in the long run. A good NPS score indicates the customers will act as Promoters and spread brand awareness via word of mouth, social posts etc.

If the majority of a brand’s customers had a mediocre or bad experience, then they would not recommend the brand to their friends or colleagues. This results in a drop in NPS. A similar experience will again be found in the new customers coming in and would lead to them being dissatisfied as well. Most customers would like to be part of a brand that is known for delivering positive experiences. Don’t you think?

NPS also acts as an instrument that provides a voice to customers, asking them about the product experience they had and to share feedback. It makes the brand realise its strengths, analysing what customers compliment and also provides the opportunity to explore new ideas and improvements in areas they complain about.

NPS is a core metric for customer experience management and is a key measure of a customer’s overall perception of a brand. NPS needs to be complemented with other metrics and insights from various points along the customer journey. This will help in having a comprehensive, actionable view of customer experience performance.

Perks of having a high NPS

NPS fuels customer loyalty, which directly impacts top-line-growth and profitability. Retaining customers is more cost-effective than constantly acquiring new ones to fuel growth.

In a time when customers are hesitant to trust traditional credit, NPS provides an opportunity for a company to create a trustworthy brand resulting in loyal customers, who trust and stay with the company in the long run. This also contributes to the company’s sustainable growth. It is a reassurance to customers when the brand does right by them and provides them with a world-class experience, caring for their needs and behaviours.

We at ZestMoney are extremely proud of what we have achieved and sustained in terms of this high Net Promoter Score. We are continuously working towards improving customer experience and improving the methods of providing credit through transparency in an environment based on trust. This score is an indication of how well we work with our customers, merchants and lenders.