Case Study: CommonBond achieves a 75 NPS and more than doubles survey response rates with Delighted

CommonBond - Customer Case Study

CommonBond, a New York City–based fintech that simplifies student loans, needed a reliable way to measure and act on customer experience—specifically to hit an ambitious Net Promoter Score (NPS) target well above industry averages. Since 2015 they’ve used Delighted’s NPS platform to capture feedback, segment responses by cohort and product, and make customer sentiment transparent across the organization.

Delighted delivered a turnkey NPS program with email and SMS surveys plus Slack and HubSpot integrations to route feedback and speed reporting. By switching to Delighted’s SMS surveys, CommonBond lifted response rates from 10% to 22%, surfaced verbatim comments to drive action, and demonstrated strong results (reporting NPS as high as 75) while enabling faster, integrated follow-up and referral initiatives.

CommonBond

Craig Shayowitz

Operations Manager