Case Study: Affirm achieves scalable customer insights and product improvements with Delighted NPS

Affirm - Customer Case Study

Affirm, a fintech company reinventing credit, needed a consistent way to measure customer experience and surface actionable insights. Prior to using Delighted, Affirm relied on anecdotal interviews and had no system for Net Promoter Score (NPS) tracking; they began using Delighted NPS in 2014 to gauge whether customers would recommend their service and to keep the business aligned with its customer-first values.

Affirm implemented Delighted’s email NPS surveys to collect both scores and verbatim feedback, gathering about 600 pieces of feedback weekly and producing monthly reports for Product, Client Success, Sales, Legal, and Compliance. Using Delighted, the team identified specific areas for improvement—billing reminders, payment and checkout flows, and FAQ updates—and used tracked, customer-linked comments to drive fixes and share customer stories across the organization, improving product and service outcomes.

Affirm

Jessie Reed

Manager of the Social Care and Community Team