Finance: Non-bank, Fintech & Payments
Non-bank finance companies, fintech platforms, and payment providers disclosed 378 Net Promoter Scores across the database, with recent activity showing notable performances from Inter & Co, WFG, and Snapdocs, while legacy mortgage and insurance-adjacent firms faced headwinds.
The headline
The non-bank finance sector posted a median NPS of 76.0 across 378 scored disclosures, two points above the corpus benchmark of 74. The average stood at 70.0, reflecting a wider tail of lower-performing insurance and mortgage providers. Year-to-date data for 2026 show 31 disclosures with a median of 78.0 and average of 76.2, suggesting continued momentum among the most actively reporting cohort. This contrasts with 2025, when 79 disclosures logged a median of 77.0 but an average of just 68.2—evidence of uneven performance as disclosure volume broadened.
The sector has historically oscillated: 2018 dipped to a median of 60.0, while 2019 rebounded sharply to 79.0. From 2022 onward, the median has stabilized near 76, tracking closely with the corpus norm and indicating a maturing transparency regime among fintech and payments players.
NPS evolution
Annual medians climbed from 48.5 in 2014 to a high of 79.0 in 2019, dropped during 2018, then settled into a 75–78 band from 2020 through 2026. Volume grew from single digits before 2017 to 79 disclosures in 2025, the highest on record, before easing to 31 so far in 2026.
Disclosure volume
Publication activity accelerated sharply after 2018, when the sector logged 25 scores. By 2025, the count reached 79, driven by fintech newcomers, insurance-adjacent firms, and multinational financial-services platforms disclosing quarterly or semi-annual updates.
Sub-sector view
Wealth management leads on customer satisfaction, while insurance-adjacent companies lag. The breakdown by sub-sector highlights structural differences in customer interaction models and competitive intensity.
| Sub-sector | N | Median |
|---|---|---|
| Wealth Management | 13 | 87.5 |
| Fintech | 173 | 77.0 |
| Lending | 28 | 77.0 |
| Payments | 25 | 75.0 |
| Insurance-adjacent | 404 | 72.0 |
Company stories
Big swings
Dudley Building Society saw the sharpest decline in the corpus, dropping from 90.8 in July 2023 to 40.3 in August 2025—a fall of 50.5 points across four disclosures. At the other end, Group Five jumped 30 points in a single day in October 2025, from 15.0 to 45.0. UBS advanced 20 points between September 2019 and April 2022, reaching 93.0, while WFG climbed 17 points from 77.0 in August 2020 to 94.0 in April 2026.
Recent highlights
WFG National Title Insurance Co. disclosed a 2025 direct-operations score of 94.0 on April 23, 2026, matching the WFG parent disclosure and ranking among the highest in the sector. SHA reported 88.0 on April 8, citing client evangelism, while Beyond Finance announced 80.0 on April 28 alongside two Stevie Awards, noting a 10-point gain since 2023. Inter & Co posted 85.0 for Q1 2026, and Snapdocs reached a perfect 100.0 in January, continuing the sector's run of centile-scale results.
Negative territory
Four disclosures fell into negative NPS: CapFed recorded –26.47 in November 2019, the lowest in the dataset. Accord and Accord Mortgages each scored –11.0 in separate disclosures between 2019 and 2020, underscoring persistent friction in mortgage distribution. A 2017 Singapore market study also logged –11.0, reflecting sector-wide detractor dynamics at the time.
Fresh in 2026
The year's disclosures through early May span insurance, title, credit unions, and Latin American digital banks, illustrating the sector's geographic and product diversity.
- Porto Seguro — 80.0 in Q1 services operation (May 7)
- Katapult — 63.0 as of March 31 (May 7)
- Bank of Georgia — 75.0 in customer survey (May 7)
- Wakam UK — 60.0 among MGA partners (May 6)
- Alliant Credit Union — 57.0, above industry average (April 24)
- Aberdeen (AUMA) — above 50.0 in client engagement hub (April 23)
- Admiral Group PLC — above 50.0 group-wide (March 30)
Older nuggets worth a second look
- Chatham Partners — 59.0 among retirement services clients in March 2011, an early Voice of the Customer milestone.
- Wells Fargo Shareowner Services — 50.0 in October 2014, highest rated for transfer-agent client loyalty.
- OneMain Financial — 72.0 in September 2016, cited as 20–30 points above competitors.
- Sindeo — 81.0 in June 2017, contrasting sharply with an average big-bank score of –3.
- OnDeck — 84.0 in Q2 2017, underscoring early fintech traction.
- Affirm — 82.0 in September 2017, reflecting strong consumer enthusiasm at platform launch.