Monthly NPS hovers near zero; the strongest drivers are app quality (+30.3) and product (+29.4), the main source of dissatisfaction is fees (−59.4).
Volta — NPS Trends
Situation
Are customers promoters or neutrals? And which drivers move NPS.
Task
I needed to see where customers sit between promoter and neutral, and my job was to find which drivers actually move the score.
Actions
- Monthly NPS across 18 survey months.
- NPS by driver and promoter mix.
Result
- NPS hovers near zero: peak +12.9 (2024-10), bottom −1.8 (2024-09).
- app_quality +30.3 and product +29.4 are the strongest drivers; fees −59.4 is the main source of dissatisfaction.
- onboarding −23.6 is consistent with the KYC bottleneck from Project 1.
Recommendations
- Address the perception of fees (transparency, tariffs) — the biggest negative.
- Clean up onboarding (tie-in with the KYC fix).
- Lean on app quality as a strength in messaging.
Documentation
Charts
Source: github.com/NikitaBoyarkin/volta-banking — 22 projects; figures recomputed from the repo's own datasets (data/*.csv) via its analysis scripts. Funnel counts from data/volta_funnel_data.csv (10,000 users); A/B, retention, segmentation, churn, RFM, CLV, attribution, anomalies, spend, support, NPS, JTBD, unit economics, premium, KYC deep-dive, referral, assisted CAC, FX sourcing, premium offers, anchor CAC and dormant win-back follow the published project narrative (README + part pages).
NPS by month
Monthly NPS across 18 survey months (2024-07 … 2025-12). NPS hovers around zero — customers are mostly neutral rather than promoters.
Key takeaways - NPS peaks at +12.9 in 2024-10 and bottoms at −1.8 in 2024-09 — a ~15-point range.
- Average NPS over 18 months hovers near zero (≈ +5.2) — customers are neutral rather than promoters; this is room to grow.
NPS by driver
NPS by survey driver. App quality and product pull up; fees and onboarding pull down.
Key takeaways - App quality (+30.3) and product (+29.4) are the strongest drivers; fees (−59.4) is the main source of dissatisfaction.
- Onboarding (−23.6) drags NPS down — consistent with the KYC bottleneck from Project 1.