-54
NPS
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Mr. Cooper
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About Mr. Cooper's Brand
Mr. Cooper is the consumer brand for the mortgage servicing and originations operation of Nationstar Mortgage Holdings Inc.
Brand at a Glance
65%
Customer Loyalty
1.9/5
Product Quality
1.8/5
Pricing
1.7/5
Customer Service
Mr. Cooper CMO
Kevin Dahlstrom
Mr. Kevin Dahlstrom has been Chief Marketing Officer and Executive Vice President at Nationstar Mortgage Holdings Inc., since August 19, 2014. Mr. Dahlstrom joined Nationstar Mortgage Holdings after holding key leadership positions in marketing, product strategy and e-commerce for the past 20 years. He served as the Chief Marketing Officer at Elevate, a leading online provider of financial solutions to consumers. While there, Mr. Dahlstrom developed and implemented a multi-channel, data-driven customer acquisition strategy responsible for acquiring more than one million customers.
Mr. Cooper NPS
Mr. Cooper's Net Promoter Score (NPS) is a -54 with 20% Promoters, 6% Passives, and 74% Detractors. Net Promoter Score tracks whether Mr. Cooper's customers would recommend using the product based on a scale of -100 to 100.
Mr. Cooper Overall NPS
| 20% | Promoters |
|---|---|
| 6% | Passives |
| 74% | Detractors |
Mr. Cooper NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2024 -56 | Aug 2024 | -56 |
Oct 2024 -54 | Oct 2024 | -54 |
Dec 2024 -54 | Dec 2024 | -54 |
Jan 2025 -56 | Jan 2025 | -56 |
Feb 2025 -56 | Feb 2025 | -56 |
Mar 2025 -54 | Mar 2025 | -54 |
Apr 2025 -54 | Apr 2025 | -54 |
Jul 2025 -54 | Jul 2025 | -54 |
Oct 2025 -54 | Oct 2025 | -54 |
Nov 2025 -54 | Nov 2025 | -54 |
Dec 2025 -54 | Dec 2025 | -54 |
Jan 2026 -54 | Jan 2026 | -54 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Mr. Cooper NPS by Gender
Male customers rated Mr. Cooper's NPS 22 points higher than Female customers.
Male
-60
Mr. Cooper's NPS was rated -60 by Male customers on Comparably.
17%
Promoters
6%
Passives
77%
Detractors
Female
-82
Mr. Cooper's NPS was rated -82 by Female customers on Comparably.
9%
Promoters
0%
Passives
91%
Detractors
Mr. Cooper NPS by Ethnicity
Mr. Cooper's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -78 | Caucasian | -78 |
African American/Black -75 | African American/Black | -75 |
Asian or Pacific Islander 0 | Asian or Pacific Islander | 0 |
Native American -34 | Native American | -34 |
Other -100 | Other | -100 |
Mr. Cooper NPS by Age
Mr. Cooper's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
Mr. Cooper NPS by Usage
Mr. Cooper's NPS was rated the highest by customers who have used Mr. Cooper's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -74 | Less than 1 Year | -74 |
1 to 2 Years -66 | 1 to 2 Years | -66 |
2 to 5 Years -82 | 2 to 5 Years | -82 |
5 to 10 Years -58 | 5 to 10 Years | -58 |
Over 10 Years -82 | Over 10 Years | -82 |
Mr. Cooper Customer Reviews
Out of the 18 Mr. Cooper customer reviews 3 were positive and 15 were constructive. Mr. Cooper customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Mr. Cooper Customer Loyalty
65%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
65% of Mr. Cooper users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Mr. Cooper Customer Loyalty Score by Gender
Male customers rated Mr. Cooper's Customer Loyalty score 14% higher than Female customers.
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Male
70%
Yes
Female
56%
Yes
Mr. Cooper Customer Loyalty Score by Ethnicity
Mr. Cooper's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Mr. Cooper.
58
out of 100
Caucasian
70
out of 100
African American/Black
70
out of 100
Asian or Pacific Islander
70
out of 100
Native American
66
out of 100
Other
Mr. Cooper Customer Loyalty Score by Age
Mr. Cooper's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Mr. Cooper.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 70% | 26-30 | 70% |
36-40 55% | 36-40 | 55% |
41-45 70% | 41-45 | 70% |
46-50 73% | 46-50 | 73% |
51-55 66% | 51-55 | 66% |
56-60 61% | 56-60 | 61% |
61-65 78% | 61-65 | 78% |
66+ 47% | 66+ | 47% |
Mr. Cooper Customer Loyalty Score by Usage
Mr. Cooper's Customer Loyalty score was rated the highest by customers who have used Mr. Cooper's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Mr. Cooper Customer Loyalty Score by Industry
Mr. Cooper's Customer Loyalty score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Education industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Mr. Cooper Product Quality
1.9/5
Mr. Cooper has an overall Product Quality score of 1.9 out of 5 stars rated by its users and customers.
Sign Up to unlock Mr. Cooper's overall Product Quality score rated by its users and customers.
Mr. Cooper Product Information
Mr. Cooper’s product quality score is a 1.9 out of 5 as rated by its users and customers. Reviewers from the Aerospace and Aviation industry rated Mr. Cooper's product the highest. Reviewers from the Tech industry rated Mr. Cooper the lowest at 1.5.
- Website
- https://www.mrcooper.com/
- Company Size
- 5,001-10,000 Employees
Industry
Banking and Financial Services
Quick Insights into Mr. Cooper Product Quality
Mr. Cooper's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
Sign Up to unlock insights into how customers have ranked Mr. Cooper's Product Quality.
Ranked Mr. Cooper Product Quality the Highest
Ranked Mr. Cooper Product Quality the Lowest
Mr. Cooper Product Quality Score by Gender
Male customers rated Mr. Cooper's Product Quality score 0.3 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Mr. Cooper.
Male
1.8/5
Female
1.5/5
Mr. Cooper Product Quality Score by Ethnicity
Mr. Cooper's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Mr. Cooper.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Native American 1.6 | Native American | 1.6 |
Other 1.5 | Other | 1.5 |
Mr. Cooper Product Quality Score by Age
Mr. Cooper's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Mr. Cooper.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 2.3 | 26-30 | 2.3 |
36-40 1.5 | 36-40 | 1.5 |
41-45 2 | 41-45 | 2 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.6 | 66+ | 1.6 |
Mr. Cooper Product Quality Score by Usage
Mr. Cooper's Product Quality score was rated the highest by customers who have used Mr. Cooper's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Mr. Cooper Product Quality Score by Industry
Mr. Cooper's Product Quality score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Mr. Cooper Pricing
Mr. Cooper ROI & Value For Money
1.8/5
Mr. Cooper has a value for money and ROI score of 1.8 out of 5 stars rated by its users and customers.
Sign Up to unlock Mr. Cooper's overall ROI score rated by its users and customers.
Mr. Cooper Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Aerospace and Aviation industry. The users from the Banking and Financial Services industry think that they had the lowest ROI from Mr. Cooper.
Quick Insights into Mr. Cooper ROI
Mr. Cooper's ROI score was rated highest by customers ages 18-25, and rated lowest by customers who have used Mr. Cooper's products/services for Over 10 Years.
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Ranked Mr. Cooper ROI the Highest
Ranked Mr. Cooper ROI the Lowest
Mr. Cooper ROI Score by Gender
Male customers rated Mr. Cooper's ROI score 0.3 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Mr. Cooper.
Male
1.8/5
Female
1.5/5
Mr. Cooper ROI Score by Ethnicity
Mr. Cooper's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Mr. Cooper.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 2.8 | Asian or Pacific Islander | 2.8 |
Native American 1.8 | Native American | 1.8 |
Other 1.5 | Other | 1.5 |
Mr. Cooper ROI Score by Age
Mr. Cooper's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Mr. Cooper.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 2.5 | 26-30 | 2.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.8 | 41-45 | 1.8 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.6 | 61-65 | 1.6 |
66+ 1.5 | 66+ | 1.5 |
Mr. Cooper ROI Score by Usage
Mr. Cooper's ROI score was rated the highest by customers who have used Mr. Cooper's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Mr. Cooper ROI Score by Industry
Mr. Cooper's ROI score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Manufacturing and Machinery industry customers.
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Mr. Cooper Customer Satisfaction (CSAT)
Mr. Cooper Customer Satisfaction (CSAT) Score
22 / 100
Mr. Cooper has an overall Customer Satisfaction score of 22 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
14%
Satisfied
8%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
13%
Very Dissatisfied
59%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Mr. Cooper Customer Satisfaction
Mr. Cooper's Customer Satisfaction score was rated highest by customers ages 41-45, and rated lowest by Other customers.
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Ranked Mr. Cooper Customer Satisfaction the Highest
Ranked Mr. Cooper Customer Satisfaction the Lowest
Mr. Cooper Customer Satisfaction Score by Gender
Male customers rated Mr. Cooper's Customer Satisfaction score 9 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Mr. Cooper.
20 / 100
MaleVery Satisfied | 11% | |
|---|---|---|
Satisfied | 9% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 14% | |
Very Dissatisfied | 63% |
11 / 100
FemaleVery Satisfied | 7% | |
|---|---|---|
Satisfied | 4% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 11% | |
Very Dissatisfied | 78% |
Mr. Cooper Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Mr. Cooper's Customer Satisfaction (CSAT) score was rated 15% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Mr. Cooper.
15 / 100
Very Satisfied
10%
Satisfied
5%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
17%
Very Dissatisfied
68%
CSAT according to African American/Black
Mr. Cooper's Customer Satisfaction (CSAT) score was rated 11% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Mr. Cooper.
11 / 100
Very Satisfied
11%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
89%
CSAT according to Other
Mr. Cooper's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Mr. Cooper.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
14%
Very Dissatisfied
72%
Mr. Cooper Customer Satisfaction Score by Age
Mr. Cooper's Customer Satisfaction score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Mr. Cooper.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 36-40 | 25% | |||||||||||||||
| 41-45 | 33% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 8% | |||||||||||||||
| 56-60 | 11% | |||||||||||||||
| 61-65 | 17% | |||||||||||||||
| 66+ | 12% |
Mr. Cooper Customer Satisfaction Score by Usage
Mr. Cooper's Customer Satisfaction score was rated the highest by customers who have used Mr. Cooper's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Mr. Cooper Customer Satisfaction Score by Industry
Mr. Cooper's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Insurance industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Mr. Cooper Customer Satisfaction Score by Industry",
"text": "Mr. Cooper's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Insurance industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 27,
"stars": 0,
"csatScore": 27,
"text": "Mr. Cooper's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 27
},
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"label": "Accounting",
"groupId": 495,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "Mr. Cooper's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 33
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 20,
"stars": 0,
"csatScore": 20,
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"scoreClassName": "",
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"groupId": 504,
"score": 0,
"stars": 0,
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"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Education",
"groupId": 515,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "Mr. Cooper's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Mr. Cooper's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Insurance",
"groupId": 526,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Mr. Cooper's Customer Satisfaction score is rated by Insurance customers on Comparably.",
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]
}Mr. Cooper Customer Service
1.7/5
Mr. Cooper has an overall Customer Service score of 1.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Mr. Cooper's overall Customer Service score rated by its users and customers.
About Mr. Cooper's Customer Service
Address
8950 Cypress Waters Boulevard, Coppell, TX 75019
Website
https://www.mrcooper.com/
Phone Number
888-480-2432
Mr. Cooper's Social Links
Quick Insights into Mr. Cooper Customer Service
Mr. Cooper's Customer Service score was rated highest by customers from the Aerospace and Aviation industry, and rated lowest by customers from the Tech industry.
Sign Up to unlock insights into how customers have ranked Mr. Cooper's Customer Service score.
Ranked Mr. Cooper Customer Service the Highest
Ranked Mr. Cooper Customer Service the Lowest
Mr. Cooper Customer Service Score by Gender
Male customers rated Mr. Cooper's Customer Service score 0.1 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Mr. Cooper.
Male
1.6/5
Female
1.5/5
Mr. Cooper Customer Service Score by Ethnicity
Mr. Cooper's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Mr. Cooper.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Native American 1.8 | Native American | 1.8 |
Other 1.5 | Other | 1.5 |
Mr. Cooper Customer Service Score by Age
Mr. Cooper's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Mr. Cooper.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 2.5 | 26-30 | 2.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 2 | 41-45 | 2 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Mr. Cooper Customer Service Score by Usage
Mr. Cooper's Customer Service score was rated 1.5 stars by customers who have used Mr. Cooper's products/services for 1 to 2 Years, and by customers with Over 10 Years of usage.
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Mr. Cooper Customer Service Score by Industry
Mr. Cooper's Customer Service score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.
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Mr. Cooper as an Employer
3.7/5
Mr. Cooper has a 3.7/5 stars for its overall company culture rated by their employees
top
15%
Consumer vs. Employees
Mr. Cooper scored a -54 for Net Promoter Score and a 8 for Employee Net Promoter Score. NPS gauges how likely a customer of Mr. Cooper would recommend the brand to a friend. ENPS measures how likely Mr. Cooper employees would recommend working at Mr. Cooper to a friend.
Net Promoter Score
-54
NPS Score
| 20% | Promoters |
|---|---|
| 6% | Passive |
| 74% | Detractors |
Employee Net Promoter Score
8
eNPS Score
| 45% | Promoters |
|---|---|
| 18% | Passive |
| 37% | Detractors |
