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When helping workers achieve greater financial wellness, customer satisfaction isn’t just a goal—it’s a lifeline. At DailyPay, we’re always in our users’ corner, and today, we’re thrilled to share how that commitment has paid off. Let’s look at our latest Net Promoter Score (NPS) and what it means for our users and the industry.
How Is NPS Calculated?
Imagine asking your friends, “On a scale of 0 to 10, how likely are you to recommend this product?” Then, take all those scores; with some simple math, you get an NPS. Here’s a breakdown:
Scores 9-10: Happy customers who’ll spread the word (Promoters)
Scores 7-8: Satisfied but not shouting from the rooftops (Passives)
Scores 0-6: Not impressed, might tell others to stay away (Detractors)
To calculate NPS, we subtract the percentage of Detractors from the percentage of Promoters. Passives don’t add or subtract from the score. The result? A simple number that speaks volumes about customer satisfaction and loyalty. According to Bain & Company (NPS creator), a good NPS depends on the average in your industry, but in an absolute sense, a good NPS is 0 and above since this means your company has more promoters than detractors. Using the absolute method, a score above 50 is excellent, and above 80 is world class. To really see where you fit, it’s best to use a relative scoring method based on the average in your industry.
DailyPay’s NPS Soars Above the Rest
DailyPay’s NPS is 70!
To put this into perspective, the average NPS in both the professional and financial services industry is 44.1 That means we’re not just doing well—we’re crushing it. We’re in the same league as some of the most beloved tech companies:2
PayPal: 65
Netflix: 67
Google: 58
Zoom: 72
And we’re even outperforming some financial giants:3
American Express Bank: 52
JP Morgan Bank: 31
Bank of America: 18
Morgan Stanley: 16
How We Measure Our NPS
Our NPS is calculated using survey methods approved by Bain & Company, Inc, unlike some companies that use unverified approaches. We gather hundreds of thousands of responses each year through in-app and homepage surveys.
We start off by asking: “How likely are you to recommend us to a friend or coworker?” (0-10 rating). Based on the rating, we ask follow-up questions to dig deeper. For promoters (9-10), we ask: “Can you tell us what you love?” For passives (7-8), we ask: “What is one thing we could do differently to improve the experience?” And for detractors (0-6), we ask: “How can we improve?”
What Do Our Users Love About Us?
So, what’s driving our high NPS? Our users consistently rave about three key factors:
- Our service is helpful
- Our app is user-friendly
- We provide fast access to funds
Time and again, we hear that DailyPay is a “huge help” in our users’ lives. But don’t just take our word for it. Here’s what some of our users have to say:
“I love this service and app. It has truly changed my life. Whoever made this, is a blessing to many many families. Thank you guys very very much!”
- – Shameeka E.
“It’s the most useful app I’ve ever used.”
- – Ruben A.
“Never feel at a state of stress, at the push of a button I can have the money I need.”
- – Dylan J.
We’re Committed to Excellence and Are Always Improving
While we’re proud of our NPS, we’re not resting on our accomplishments. Our dedicated Voice of Customer team analyzes all NPS feedback and works closely with our Product teams to continuously enhance our offerings. We’re always looking to improve, driven by our users’ happiness and success.
The DailyPay Impact
Our commitment to user satisfaction isn’t just good for our customers—it’s good for business. We’ve seen a staggering 164% year-over-year increase in survey responses, with 500,000 user responses in the past two years.
This growth in engagement shows that not only are more people using our services, but they’re also more invested in helping us improve. It’s a cycle of satisfaction and growth that benefits everyone involved.
Join the DailyPay Family
Whether you’re an employer looking to offer a game-changing benefit or an employee seeking greater control over your finances, DailyPay is here for you. Our worktech platform seamlessly integrates with all major payroll systems, and our earned wage access service lets you track, spend, or save your wages as you earn them.
Remember, at DailyPay, we’re always in your corner, having your back in times of need and supporting you on your journey to success—however you define it.
Don’t wait for payday—take control of your financial future today. Visit our website or download our app to see why our users are our biggest fans.
Looking Ahead: Our Promise to You
As we continue to grow and evolve, one thing will never change: our commitment to our users. We’ll keep innovating, listening, and striving to make employees’ financial lives easier and more empowering.
Whether you’re a long-time user or considering giving us a try, know that your voice matters at DailyPay. Your feedback shapes our future, and together, we’re revolutionizing the world of financial services, one satisfied user at a time.
Thank you for being part of our journey. Here’s to many more years of financial empowerment, user-driven innovation, and off-the-charts satisfaction.
Used with permission from Bain & Company.
