-13
NPS
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Zillow Home Loans
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About Zillow Home Loans' Brand
Zillow Home Loans (a Zillow Group company) is a rapidly growing national provider of online mortgage lending services, located in Overland Park, KS.
Brand at a Glance
59%
Customer Loyalty
2.9/5
Product Quality
3.1/5
Pricing
2.9/5
Customer Service
Zillow Home Loans NPS
Zillow Home Loans's Net Promoter Score (NPS) is a -13 with 37% Promoters, 13% Passives, and 50% Detractors. Net Promoter Score tracks whether Zillow Home Loans's customers would recommend using the product based on a scale of -100 to 100.
Zillow Home Loans Overall NPS
| 37% | Promoters |
|---|---|
| 13% | Passives |
| 50% | Detractors |
Zillow Home Loans NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2020 -100 | Sep 2020 | -100 |
Jun 2021 -100 | Jun 2021 | -100 |
Aug 2021 -33 | Aug 2021 | -33 |
Sep 2021 -50 | Sep 2021 | -50 |
Jun 2022 -40 | Jun 2022 | -40 |
Apr 2024 -17 | Apr 2024 | -17 |
Jan 2025 -29 | Jan 2025 | -29 |
Aug 2025 -13 | Aug 2025 | -13 |
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.
Zillow Home Loans Customer Loyalty
59%
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.
59% of Zillow Home Loans 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?"
Zillow Home Loans Product Quality
2.9/5
Zillow Home Loans has an overall Product Quality score of 2.9 out of 5 stars rated by its users and customers.
Sign Up to unlock Zillow Home Loans' overall Product Quality score rated by its users and customers.
Zillow Home Loans Product Information
Zillow Home Loans’s product quality score is a 2.9 out of 5 as rated by its users and customers.
- Company Size
- 51-200 Employees
Industry
Tech
FinTech
Zillow Home Loans Pricing
Zillow Home Loans ROI & Value For Money
3.1/5
Zillow Home Loans has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Zillow Home Loans Customer Satisfaction (CSAT)
Zillow Home Loans Customer Satisfaction (CSAT) Score
100 / 100
Zillow Home Loans has an overall Customer Satisfaction score of 100 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
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
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.
Zillow Home Loans Customer Service
2.9/5
Zillow Home Loans has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About Zillow Home Loans's Customer Service
Address
Overland Park, KS 66221
Website
https://www.zillowhomeloans.com/
Zillow Home Loans as an Employer
3.3/5
Zillow Home Loans has a 3.3/5 stars for its overall company culture rated by their employees
top
15%
Consumer vs. Employees
Zillow Home Loans scored a -13 for Net Promoter Score and a 13 for Employee Net Promoter Score. NPS gauges how likely a customer of Zillow Home Loans would recommend the brand to a friend. ENPS measures how likely Zillow Home Loans employees would recommend working at Zillow Home Loans to a friend.
Net Promoter Score
-13
NPS Score
| 37% | Promoters |
|---|---|
| 13% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
13
eNPS Score
| 42% | Promoters |
|---|---|
| 29% | Passive |
| 29% | Detractors |
