Understanding NPS: The Gold Standard for Customer Loyalty
Net Promoter Score measures customer loyalty through one simple yet powerful question: "How likely are you to recommend ConnexPay to a friend or colleague?"
Customers respond on a scale from 0 to 10, creating three distinct groups:
- Promoters (9-10): Loyal customers who actively recommend your company
- Passives (7-8): Satisfied customers who are vulnerable to competitive offerings
- Detractors (0-6): Unhappy customers who may damage your reputation
The NPS score is calculated by subtracting the percentage of detractors from promoters, resulting in a score that ranges from -100 to +100. While many fintech companies struggle to achieve scores above 40, ConnexPay's score of 60 demonstrates exceptional customer loyalty and satisfaction.

267 Customers Shared Their Experience
Our comprehensive survey gathered feedback from 267 customers across multiple industries, providing robust insights into customer sentiment. Notably, survey participation more than doubled compared to last year, yet our NPS score of 60 remained consistently strong—proving that our commitment to customer satisfaction scales reliably as we grow. The results speak volumes about our platform's impact:
Overall Performance:
- 178 Promoters (67% of respondents)
- 70 Passives (26% of respondents)
- 19 Detractors (7% of respondents)
- Overall NPS Score: 60
This distribution demonstrates that more than two-thirds of our customers are actively promoting ConnexPay—a testament to the value we deliver daily.

Travel Industry Excellence: Where ConnexPay Leads the Market
Our strongest performance came from the travel sector, where ConnexPay has developed deep industry expertise and specialized solutions. Among our 185 travel industry respondents (69% of participants) the results were remarkable:
- Travel Industry NPS: 71
- Travel Industry Average Score: 9.2 out of 10
- Travel Promoters: 135 customers (73%)
This exceptional performance reinforces ConnexPay's position as the go-to payment solution for travel agencies, OTAs, and travel intermediaries seeking both reliability and profitability.

What Sets ConnexPay Apart: Customer Feedback Analysis
Beyond the numbers, we analyzed 260 positive feedback responses to understand exactly what drives customer satisfaction. The insights reveal key themes that differentiate ConnexPay in the market:
Payment Processing Excellence (83 customer mentions)
Our core payment capabilities consistently earn praise for reliability and efficiency. Customers appreciate our unified approach that eliminates the complexity of managing multiple payment vendors.
Outstanding Customer Service (57 mentions)
"Extremely considerate with the customers, good platform to work and extraordinary customer service," noted one client. Our support team's responsiveness and expertise stand out as major competitive advantages.
Reliability and Consistency (17 mentions)
Customers value our dependable service that keeps their businesses running smoothly, even when noting areas for improvement: "Reporting is confusing but always accurate. Creating a card is very quick and easy, managing the cards is also quick and easy."
User-Friendly Platform Design (Multiple mentions)
"The user interface is easy to use and overall the website functions very well," shared another customer. "Easy understandable UI and quick support" was another common refrain, highlighting how we've prioritized usability without sacrificing functionality.
Looking Forward: Continuous Innovation Based on Customer Feedback
These survey results not only validate our current approach, but they also inform our future development. The feedback we've gathered is already shaping our product roadmap and service enhancements for the remainder of 2025 and beyond.
Our commitment extends beyond maintaining these high satisfaction levels. We're continuously raising the bar for what businesses can expect from their payment solution provider, guided by customer insights and market demands.
Not getting the level of service and performance from your current payment provider that your business deserves?
ConnexPay's industry-leading NPS score reflects our unwavering commitment to customer satisfaction and continuous improvement. We'd love to show you how our platform can transform your payment operations. Talk to an expert today!