20
NPS
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Upgrade
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About Upgrade's Brand
Upgrade is an online lending company that offers affordable credit products and free credit education tools. Upgrade was founded in 2017 and its current CEO is Renaud Laplanche. Since its inception 5 years ago, Upgrade has grown to more than 1400 team members.
Brand at a Glance
91%
Customer Loyalty
3.9/5
Product Quality
3.7/5
Pricing
3.6/5
Customer Service
Upgrade NPS
Upgrade's Net Promoter Score (NPS) is a 20 with 48% Promoters, 24% Passives, and 28% Detractors. Net Promoter Score tracks whether Upgrade's customers would recommend using the product based on a scale of -100 to 100.
Upgrade Overall NPS
| 48% | Promoters |
|---|---|
| 24% | Passives |
| 28% | Detractors |
Upgrade NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2021 -15 | Jun 2021 | -15 |
Jul 2021 -11 | Jul 2021 | -11 |
Aug 2021 0 | Aug 2021 | 0 |
Sep 2021 8 | Sep 2021 | 8 |
Oct 2021 27 | Oct 2021 | 27 |
Dec 2021 28 | Dec 2021 | 28 |
Feb 2022 26 | Feb 2022 | 26 |
Mar 2022 28 | Mar 2022 | 28 |
Apr 2022 31 | Apr 2022 | 31 |
Jun 2022 26 | Jun 2022 | 26 |
Aug 2022 25 | Aug 2022 | 25 |
Nov 2022 20 | Nov 2022 | 20 |
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.
Upgrade NPS by Gender
Female customers rated Upgrade's NPS 25 points higher than Male customers.
Male
-25
Upgrade's NPS was rated -25 by Male customers on Comparably.
25%
Promoters
25%
Passives
50%
Detractors
Female
0
Upgrade's NPS was rated by Female customers on Comparably.
50%
Promoters
0%
Passives
50%
Detractors
Upgrade NPS by Age
Upgrade's NPS was rated 100 points by customers ages 31-35 on Comparably.
Upgrade NPS by Usage
Upgrade's NPS was rated the highest by customers who have used Upgrade's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -25 | Less than 1 Year | -25 |
1 to 2 Years 25 | 1 to 2 Years | 25 |
Upgrade Customer Loyalty
91%
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.
91% of Upgrade 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?"
Upgrade Customer Loyalty Score by Gender
Upgrade's Customer Loyalty score was rated 100 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Upgrade.
Male
100%
Yes
Female
100%
Yes
Upgrade Customer Loyalty Score by Age
Upgrade's Customer Loyalty score was rated 100% by customers ages 31-35 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Upgrade.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
31-35 100% | 31-35 | 100% |
Upgrade Customer Loyalty Score by Usage
Upgrade's Customer Loyalty score was rated 100% by customers who have used Upgrade's products/services for 1 to 2 Years, and 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.
Upgrade Customer Loyalty Score by Industry
Upgrade's Customer Loyalty score was rated 100% by Tech 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.
Upgrade Product Quality
3.9/5
Upgrade has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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Upgrade Product Information
Upgrade’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Upgrade's product the highest.
- Website
- https://www.upgrade.com/
- Company Size
- 1,001-5,000 Employees
Industry
Tech
FinTech
Quick Insights into Upgrade Product Quality
Upgrade's Product Quality score was rated highest by customers ages 31-35, and rated lowest by Female customers.
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Ranked Upgrade Product Quality the Highest
Ranked Upgrade Product Quality the Lowest
Upgrade Product Quality Score by Gender
Male customers rated Upgrade's Product Quality score 0.4 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Upgrade.
Male
3.9/5
Female
3.5/5
Upgrade Product Quality Score by Age
Upgrade's Product Quality score was rated 5 stars by customers ages 31-35 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Upgrade.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 5 | 31-35 | 5 |
Upgrade Product Quality Score by Usage
Upgrade's Product Quality score was rated the highest by customers who have used Upgrade's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Upgrade Product Quality Score by Industry
Upgrade's Product Quality score was rated 4.6 stars by Tech industry customers.
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Upgrade Pricing
Upgrade ROI & Value For Money
3.7/5
Upgrade has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Upgrade's overall ROI score rated by its users and customers.
Upgrade 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 Tech industry.
Quick Insights into Upgrade ROI
Upgrade's ROI score was rated highest by customers ages 31-35, and rated lowest by Female customers.
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Ranked Upgrade ROI the Highest
Ranked Upgrade ROI the Lowest
Upgrade ROI Score by Gender
Male customers rated Upgrade's ROI score 0.7 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Upgrade.
Male
3.9/5
Female
3.2/5
Upgrade ROI Score by Age
Upgrade's ROI score was rated 4.8 stars by customers ages 31-35 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Upgrade.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 4.8 | 31-35 | 4.8 |
Upgrade ROI Score by Usage
Upgrade's ROI score was rated the highest by customers who have used Upgrade's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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Upgrade ROI Score by Industry
Upgrade's ROI score was rated 4.1 stars by Tech industry customers.
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Upgrade Customer Satisfaction (CSAT)
Upgrade Customer Satisfaction (CSAT) Score
85 / 100
Upgrade has an overall Customer Satisfaction score of 85 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
62%
Satisfied
23%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
8%
Very Dissatisfied
0%
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 Upgrade Customer Satisfaction
Upgrade's Customer Satisfaction score was rated highest by customers who have used Upgrade's products/services for 1 to 2 Years.
Sign Up to unlock insights into how customers have ranked Upgrade's Customer Satisfaction.
Ranked Upgrade Customer Satisfaction the Highest
Upgrade Customer Satisfaction Score by Gender
Upgrade's Customer Satisfaction score was rated 67 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Upgrade.
67 / 100
FemaleVery Satisfied | 67% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 33% | |
Very Dissatisfied | 0% |
Upgrade Customer Satisfaction Score by Usage
Upgrade's Customer Satisfaction score was rated 67 points by customers who have used Upgrade's products/services for 1 to 2 Years.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Upgrade Customer Service
3.6/5
Upgrade has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About Upgrade's Customer Service
Address
275 Battery Street, San Francisco, CA 94111
Website
https://www.upgrade.com/
Upgrade's Social Links
Quick Insights into Upgrade Customer Service
Upgrade's Customer Service score was rated highest by customers ages 31-35, and rated lowest by Male customers.
Sign Up to unlock insights into how customers have ranked Upgrade's Customer Service score.
Ranked Upgrade Customer Service the Highest
Ranked Upgrade Customer Service the Lowest
Upgrade Customer Service Score by Gender
Female customers rated Upgrade's Customer Service score 0.8 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Upgrade.
Male
2.6/5
Female
3.4/5
Upgrade Customer Service Score by Age
Upgrade's Customer Service score was rated 5 stars by customers ages 31-35 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Upgrade.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
31-35 5 | 31-35 | 5 |
Upgrade Customer Service Score by Usage
Upgrade's Customer Service score was rated the highest by customers who have used Upgrade's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Upgrade Customer Service Score by Industry
Upgrade's Customer Service score was rated 3.8 stars by Tech industry customers.
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Upgrade as an Employer
4.7/5
Upgrade has a 4.7/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Upgrade scored a 20 for Net Promoter Score and a 84 for Employee Net Promoter Score. NPS gauges how likely a customer of Upgrade would recommend the brand to a friend. ENPS measures how likely Upgrade employees would recommend working at Upgrade to a friend.
Net Promoter Score
20
NPS Score
| 48% | Promoters |
|---|---|
| 24% | Passive |
| 28% | Detractors |
Employee Net Promoter Score
84
eNPS Score
| 89% | Promoters |
|---|---|
| 6% | Passive |
| 5% | Detractors |
