Forget NPS
In the world of personal finance apps, traditional metrics like Net Promoter Score (NPS) often miss the mark. Instead of simply asking users if they would recommend the app, I focus on unprompted evangelism, edge-case complaints, and re-engagement after a churn event. These signals reveal real passion and attachment—what I call product love.
The Numbers Don't Lie
Consider this: 82% of American adults have at least one credit card, yet many find the rewards landscape overwhelmingly confusing. The Consumer Financial Protection Bureau reported over 72,000 complaints related to credit card rewards in 2023. This suggests a market ripe for innovation. Companies like Chase and American Express are responding by tightening rewards structures and enhancing user engagement through personalized offerings. When users start talking about your app without prompting, it’s a sign that you’re not just meeting needs; you’re creating advocates.
What I'm Learning at SuperPay
At SuperPay, we've taken these insights to heart. Early on, we noticed that when users reached out to us with specific complaints—like missing a feature they loved or suggesting improvements—it wasn’t just feedback; it was engagement. These users were invested in what we were building. Similarly, seeing users re-engage after a churn event, driven by a new feature or a tailored communication, provides a glimpse into our evolving product-market fit. We’re focused on creating genuine value, not just checking the boxes of standard metrics. Our aim is to help users navigate the opaque rewards landscape with clarity and confidence.
The Future of Fintech Engagement
For those of us in the fintech space, it’s time to recalibrate our focus. Instead of fixating solely on retention curves or NPS scores, let’s cultivate a culture of listening deeply to our users. Encourage unprompted feedback and welcome edge-case complaints as they often lead to the most valuable insights. As we disrupt the credit card rewards ecosystem, it’s this genuine engagement that will drive sustainable growth and true product-market fit. If you’re not hearing your users’ voices, you may be missing out on the next big breakthrough.