16
NPS
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Upstart
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About Upstart's Brand
Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we’re now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We’ve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows. Upstart not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX. Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. Among its major competitors, Upstart is ranked in 4th place for NPS while Earnest is 1st, and SoFi is 2nd.Their current market cap is $750.00M
Brand at a Glance
74%
Customer Loyalty
4/5
Product Quality
3.7/5
Pricing
3.8/5
Customer Service
Upstart CMO
Upstart Ranking
- #3 / 4 of its competitors
Upstart NPS
Upstart's Net Promoter Score (NPS) is a 16 with 51% Promoters, 14% Passives, and 35% Detractors. Net Promoter Score tracks whether Upstart's customers would recommend using the product based on a scale of -100 to 100.
Upstart Overall NPS
| 51% | Promoters |
|---|---|
| 14% | Passives |
| 35% | Detractors |
Upstart NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2024 23 | Mar 2024 | 23 |
Jul 2024 23 | Jul 2024 | 23 |
Aug 2024 21 | Aug 2024 | 21 |
Sep 2024 22 | Sep 2024 | 22 |
Oct 2024 22 | Oct 2024 | 22 |
Nov 2024 22 | Nov 2024 | 22 |
Dec 2024 20 | Dec 2024 | 20 |
Feb 2025 19 | Feb 2025 | 19 |
May 2025 18 | May 2025 | 18 |
Oct 2025 16 | Oct 2025 | 16 |
Nov 2025 16 | Nov 2025 | 16 |
Dec 2025 16 | Dec 2025 | 16 |
How Other Brands Compare
Upstart is ranked third for NPS among its competitors. SoFi and Robinhood come in first and second, with Coinbase coming in at #4. Among those competitors, it is the lowest valued company behind Coinbase.
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.
Upstart NPS by Gender
Female customers rated Upstart's NPS 37 points higher than Male customers.
Male
-4
Upstart's NPS was rated -4 by Male customers on Comparably.
43%
Promoters
10%
Passives
47%
Detractors
Female
33
Upstart's NPS was rated 33 by Female customers on Comparably.
63%
Promoters
7%
Passives
30%
Detractors
Upstart NPS by Ethnicity
Upstart'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 21 | Caucasian | 21 |
African American/Black 25 | African American/Black | 25 |
Asian or Pacific Islander 33 | Asian or Pacific Islander | 33 |
Other -80 | Other | -80 |
Upstart NPS by Age
Upstart's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 41-45.
Upstart NPS by Usage
Upstart's NPS was rated the highest by customers who have used Upstart's products/services for 2 to 5 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 0 | Less than 1 Year | 0 |
1 to 2 Years 15 | 1 to 2 Years | 15 |
2 to 5 Years 80 | 2 to 5 Years | 80 |
Upstart NPS vs. Competitors
Compared to its competitors, Upstart's NPS is rated right above Plaid, and is preceded by Robinhood.
| COMPANY | NPS Score | |
|---|---|---|
 | Earnest | 25 |
 | SoFi | 19 |
 | Robinhood | 18 |
| Upstart | 16 |
 | Plaid | 14 |
 | Coinbase | 11 |
 | BorrowersFirst | N/A |
 | Personal Capital | -1 |
 | Affirm | -7 |
 | Kiavi (formerly LendingHome) | -10 |
 | Prosper | -22 |
 | Float | -34 |
 | LendingClub | -40 |
Upstart Customer Reviews
Out of the 27 Upstart customer reviews 19 were positive and 8 were constructive. Upstart customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Upstart Customer Loyalty
74%
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.
74% of Upstart users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Upstart Customer Loyalty Score by Gender
Female customers rated Upstart's Customer Loyalty score 30% higher than Male customers.
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Male
64%
Yes
Female
94%
Yes
Upstart Customer Loyalty Score by Ethnicity
Upstart's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Upstart.
84
out of 100
Caucasian
63
out of 100
African American/Black
78
out of 100
Asian or Pacific Islander
73
out of 100
Other
Upstart Customer Loyalty Score by Age
Upstart's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 41-45.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 74% | 18-25 | 74% |
26-30 74% | 26-30 | 74% |
31-35 85% | 31-35 | 85% |
36-40 78% | 36-40 | 78% |
41-45 74% | 41-45 | 74% |
46-50 78% | 46-50 | 78% |
Upstart Customer Loyalty Score by Usage
Upstart's Customer Loyalty score was rated the highest by customers who have used Upstart's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Upstart Customer Loyalty Score by Industry
Upstart's Customer Loyalty score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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Upstart Customer Loyalty vs. Competitors
Compared to its competitors, Upstart's Customer Loyalty score is rated right above Robinhood, and is preceded by Coinbase.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Kiavi (formerly LendingHome) | 90% |
| SoFi | 78% |
| Personal Capital | 78% |
| Prosper | 78% |
| Affirm | 77% |
| Coinbase | 76% |
| Upstart | 74% |
| Robinhood | 71% |
| LendingClub | 70% |
| Plaid | 57% |
| Earnest | 55% |
| Float | 10% |
| BorrowersFirst | N/A |
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Upstart Product Quality
4/5
Upstart has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Upstart Product Information
Upstart’s product quality score is a 4 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Upstart's product the highest. Reviewers from the Banking and Financial Services industry rated Upstart the lowest at 3.4.
- Website
- https://www.upstart.com
- Company Size
- 51-200 Employees
Industry
Banking and Financial Services
Quick Insights into Upstart Product Quality
Upstart's Product Quality score was rated highest by customers who have used Upstart's products/services for 2 to 5 Years, and rated lowest by Other customers.
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Ranked Upstart Product Quality the Highest
Ranked Upstart Product Quality the Lowest
Upstart Product Quality Score by Gender
Female customers rated Upstart's Product Quality score 0.8 stars higher than Male customers.
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Male
3.4/5
Female
4.2/5
Upstart Product Quality Score by Ethnicity
Upstart's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.1 | Caucasian | 4.1 |
African American/Black 3.9 | African American/Black | 3.9 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 1.6 | Other | 1.6 |
Upstart Product Quality Score by Age
Upstart's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 41-45.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.1 | 26-30 | 3.1 |
31-35 4.1 | 31-35 | 4.1 |
36-40 4.6 | 36-40 | 4.6 |
41-45 3 | 41-45 | 3 |
46-50 3.6 | 46-50 | 3.6 |
Upstart Product Quality Score by Usage
Upstart's Product Quality score was rated the highest by customers who have used Upstart's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Upstart Product Quality Score by Industry
Upstart's Product Quality score was rated the highest by Tech industry customers, and the lowest by Banking and Financial Services industry customers.
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Upstart Product Quality vs. Competitors
Compared to its competitors, Upstart's Product Quality score is rated right above Plaid.
| COMPANY | Product Quality Score | |
|---|---|---|
| Upstart | 4/5 |
| Plaid | 3.6/5 |
| SoFi | 3.6/5 |
| Robinhood | 3.6/5 |
| Coinbase | 3.6/5 |
| Personal Capital | 3.4/5 |
| Kiavi (formerly LendingHome) | 3.3/5 |
| Affirm | 3/5 |
| Prosper | 2.8/5 |
| Earnest | 2.5/5 |
| LendingClub | 2.4/5 |
| Float | 1.5/5 |
| BorrowersFirst | N/A |
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Upstart Pricing
Upstart ROI & Value For Money
3.7/5
Upstart has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Upstart 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 Banking and Financial Services industry. The users from the Tech industry think that they had the lowest ROI from Upstart.
Quick Insights into Upstart ROI
Upstart's ROI score was rated highest by customers who have used Upstart's products/services for 2 to 5 Years, and rated lowest by Other customers.
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Ranked Upstart ROI the Highest
Ranked Upstart ROI the Lowest
Upstart ROI Score by Gender
Female customers rated Upstart's ROI score 0.6 stars higher than Male customers.
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Male
3.3/5
Female
3.9/5
Upstart ROI Score by Ethnicity
Upstart's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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0
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2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
African American/Black 3.6 | African American/Black | 3.6 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 1.9 | Other | 1.9 |
Upstart ROI Score by Age
Upstart's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 2.8 | 26-30 | 2.8 |
31-35 3.6 | 31-35 | 3.6 |
36-40 4.5 | 36-40 | 4.5 |
41-45 2.5 | 41-45 | 2.5 |
46-50 3.7 | 46-50 | 3.7 |
Upstart ROI Score by Usage
Upstart's ROI score was rated the highest by customers who have used Upstart's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Upstart ROI Score by Industry
Upstart's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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Upstart Pricing vs. Competitors
Compared to its competitors, Upstart's ROI score is rated right above Plaid.
| COMPANY | Pricing Score | |
|---|---|---|
| Upstart | 3.7/5 |
| Plaid | 3.7/5 |
| Robinhood | 3.6/5 |
| SoFi | 3.5/5 |
| Personal Capital | 3.5/5 |
| Coinbase | 3.4/5 |
| Affirm | 3/5 |
| Float | 3/5 |
| Kiavi (formerly LendingHome) | 2.9/5 |
| Prosper | 2.8/5 |
| Earnest | 2.7/5 |
| LendingClub | 2.6/5 |
| BorrowersFirst | N/A |
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Upstart Customer Satisfaction (CSAT)
Upstart Customer Satisfaction (CSAT) Score
75 / 100
Upstart has an overall Customer Satisfaction score of 75 rated by its users and customers.
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Very Satisfied
53%
Satisfied
22%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
3%
Very Dissatisfied
12%
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 Upstart Customer Satisfaction
Upstart's Customer Satisfaction score was rated highest by customers who have used Upstart's products/services for 2 to 5 Years, and rated lowest by Other customers.
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Ranked Upstart Customer Satisfaction the Highest
Ranked Upstart Customer Satisfaction the Lowest
Upstart Customer Satisfaction Score by Gender
Female customers rated Upstart's Customer Satisfaction score 26 points higher than Male customers.
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63 / 100
MaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 30% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 3% | |
Very Dissatisfied | 24% |
89 / 100
FemaleVery Satisfied | 58% | |
|---|---|---|
Satisfied | 31% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 0% | |
Very Dissatisfied | 8% |
Upstart Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Upstart's Customer Satisfaction (CSAT) score was rated 82% according to Caucasian users and customers.
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82 / 100
Very Satisfied
55%
Satisfied
27%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
0%
Very Dissatisfied
9%
CSAT according to African American/Black
Upstart's Customer Satisfaction (CSAT) score was rated 70% according to African American/Black users and customers.
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70 / 100
Very Satisfied
50%
Satisfied
20%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
10%
CSAT according to Asian or Pacific Islander
Upstart's Customer Satisfaction (CSAT) score was rated 91% according to Asian or Pacific Islander users and customers.
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91 / 100
Very Satisfied
33%
Satisfied
58%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
9%
CSAT according to Other
Upstart's Customer Satisfaction (CSAT) score was rated 22% according to Other users and customers.
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22 / 100
Very Satisfied
11%
Satisfied
11%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
11%
Very Dissatisfied
56%
Upstart Customer Satisfaction Score by Age
Upstart's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 26-30.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 71% | |||||||||||||||
| 26-30 | 53% | |||||||||||||||
| 31-35 | 80% | |||||||||||||||
| 36-40 | 100% | |||||||||||||||
| 41-45 | 71% | |||||||||||||||
| 46-50 | 85% |
Upstart Customer Satisfaction Score by Usage
Upstart's Customer Satisfaction score was rated the highest by customers who have used Upstart's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Upstart Customer Satisfaction Score by Industry
Upstart's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Banking and Financial Services industry customers.
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"title": "Upstart Customer Satisfaction Score by Industry",
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}Upstart Customer Satisfaction vs. Competitors
Compared to its competitors, Upstart's Customer Satisfaction score is rated right above Kiavi (formerly LendingHome), and is preceded by Plaid.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Plaid | 80% |
| Upstart | 76% |
| Kiavi (formerly LendingHome) | 72% |
| Robinhood | 71% |
| Coinbase | 66% |
| SoFi | 64% |
| Personal Capital | 58% |
| Affirm | 52% |
| Earnest | 50% |
| Prosper | 43% |
| LendingClub | 37% |
| Float | 0% |
| BorrowersFirst | 0% |
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Upstart Customer Service
3.8/5
Upstart has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Upstart's Customer Service
Address
2950 S Delaware St, #300, San Mateo, CA 94403
Website
https://www.upstart.com
Phone Number
1(855) 438-8778
Upstart's Social Links
Quick Insights into Upstart Customer Service
Upstart's Customer Service score was rated highest by customers who have used Upstart's products/services for 2 to 5 Years, and rated lowest by Other customers.
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Ranked Upstart Customer Service the Highest
Ranked Upstart Customer Service the Lowest
Upstart Customer Service Score by Gender
Female customers rated Upstart's Customer Service score 0.7 stars higher than Male customers.
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Male
3.4/5
Female
4.1/5
Upstart Customer Service Score by Ethnicity
Upstart's Customer Service score was rated the highest by Caucasian customers, and the lowest by Other customers.
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0
20
40
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
African American/Black 3.5 | African American/Black | 3.5 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 1.9 | Other | 1.9 |
Upstart Customer Service Score by Age
Upstart's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.
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0
20
40
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100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 3 | 26-30 | 3 |
31-35 3.7 | 31-35 | 3.7 |
36-40 4.5 | 36-40 | 4.5 |
41-45 2.8 | 41-45 | 2.8 |
46-50 3.7 | 46-50 | 3.7 |
Upstart Customer Service Score by Usage
Upstart's Customer Service score was rated the highest by customers who have used Upstart's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Upstart Customer Service Score by Industry
Upstart's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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Upstart Customer Service vs. Competitors
Compared to its competitors, Upstart's Customer Service score is rated right above SoFi, and is preceded by Plaid.
| COMPANY | Customer Service Score | |
|---|---|---|
| Plaid | 3.8/5 |
| Upstart | 3.8/5 |
| SoFi | 3.5/5 |
| Earnest | 3.5/5 |
| Personal Capital | 3.5/5 |
| Float | 3.5/5 |
| Robinhood | 3.4/5 |
| Coinbase | 3.4/5 |
| Kiavi (formerly LendingHome) | 3.1/5 |
| Affirm | 2.9/5 |
| Prosper | 2.5/5 |
| LendingClub | 2.3/5 |
| BorrowersFirst | N/A |
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Upstart as an Employer
4.1/5
Upstart has a 4.1/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Upstart scored a 16 for Net Promoter Score and a 50 for Employee Net Promoter Score. NPS gauges how likely a customer of Upstart would recommend the brand to a friend. ENPS measures how likely Upstart employees would recommend working at Upstart to a friend.
Net Promoter Score
16
NPS Score
| 51% | Promoters |
|---|---|
| 14% | Passive |
| 35% | Detractors |
Employee Net Promoter Score
50
eNPS Score
| 66% | Promoters |
|---|---|
| 18% | Passive |
| 16% | Detractors |
