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At Capital on Tap, providing an exceptional experience for our customers is at the heart of everything we do. That’s why we put a strong emphasis on tracking and improving our Net Promoter Score—a powerful customer loyalty metric that gives us direct insight into how well we’re serving our small business customers.
What is a Net Promoter Score?
Net Promoter Score (NPS) is a globally recognised benchmark for measuring customer loyalty. It revolves around one simple yet telling question: “How likely are you to recommend Capital on Tap to a friend or colleague?”, to which customers respond on a scale from 0 to 10:
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0–6 are considered Detractors
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7–8 are considered Passives
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9–10 are considered Promoters
NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score that ranges from -100 to +100. Scores above +70 are typically seen as “World Class”. We’re proud to say that, year-to-date, Capital on Tap has achieved an outstanding NPS of 76.5.
A closer look at our NPS
So far this year, we have sent out over 139,000 surveys and received 14,624 responses, of which:
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12,260 Promoters
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1,294 Passives
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1,070 Detractors
This means that more than 83% of respondents are actively recommending Capital on Tap—a clear indicator that we’re doing things right!
Why NPS matters to us
NPS isn’t just a number. It’s a window into our customers’ experience and a guiding light for continuous improvement. Every single piece of feedback—positive or negative—is seen as an opportunity to grow.
Here’s how we turn NPS into action:
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Real-time transparency: Every NPS response is visible to all colleagues across the company. This openness ensures that we never shy away from feedback, no matter how tough it is to hear.
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Customer-centric service: We aim to make every customer interaction seamless. Whether it’s through a phone call, an email, a live chat, or using our growing suite of self-service options, our goal is always the same—make it easy.
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Always improving: We treat Detractor feedback seriously, using it to identify pain points and refine our service. If something didn’t go right, we want to know, and we want to fix it.
A culture built around the customer
At Capital on Tap, customer satisfaction isn’t a department—it’s a company-wide culture. From product development to customer support, everyone plays a part in delivering world-class service.
Our exceptional NPS score reflects the trust and loyalty of our customers, and we’re committed to earning it every single day. Because at the end of the day, we’re not just measuring numbers—we’re measuring relationships.
Curious to find out what world-class service feels like? Join the thousands of small businesses who rely on Capital on Tap to power their growth.
