Net Promotor Score Survey Results
NPS 2025: Sustaining Excellence with an 80.2 Score
Catalyst conducted its annual member satisfaction survey in June, receiving a Net Promoter Score (NPS) of 80.2. Bain & Company, creator of the NPS survey, suggests that a score over 50 is "excellent" and over 80 is considered "world class."
In this survey, 83 percent of respondents were categorized as Promoters of Catalyst, while less than three percent were Detractors (see definitions of Promoter and Detractor, as well as how NPS is calculated, below).
Respondents were asked three additional questions using a scale of 1-10, with 1 representing “strongly disagree” and 10 representing “strongly agree." One question asked participants to rate Catalyst on financial soundness. A majority (98%) of respondents shared they find us to be financially sound.
Another key relationship measure was gauged by the statement, “Catalyst delivers on promises and instills trust.” The majority (96%) agreed.
Respondents also were asked to rate the importance of their relationship with financial service providers like Catalyst. Relationships are important to 96% of the participants.
The survey used the widely accepted Net Promoter Score for loyalty measurement, gathering responses to the question “How likely is it that you would recommend Catalyst to a peer?” Responses were on a 0-10 point scale, with 10 being highly likely to recommend. Using the NPS structure, responses were categorized based on these scores:
- Promoters (9-10 scores)
- Passives (7-8 scores)
- Detractors (0-6 scores)
NPS is calculated by subtracting the percentage of Detractors (0-6) from the percentage of Promoters (9-10). For more details on NPS, visit Bain & Company.