Case Study: Quicken achieves 10%+ NPS lift and dramatic community engagement gains with Higher Logic Vanilla

How Quicken Increased their NPS Score by Over 10%

Quicken, a personal financial software company spun out from Intuit, struggled for years with community platform limitations—ineffective spam filtering, poor analytics, all-or-nothing permissions and slow vendor support—which left moderators spending hours on spam and prevented proper SuperUser privileges. After evaluating options, Quicken selected the Higher Logic Vanilla community platform to replace their previous vendor and address these persistent challenges.

Higher Logic Vanilla migrated Quicken’s 11 years of community data smoothly and delivered strong spam protection, flexible permissions, advanced search, gamification and Ideas management. The results were immediate: NPS rose by over 10%, the community “helpful” rating jumped from the 30–40% range into the 80–90% range (noted as roughly a 50% bump), spam “basically disappeared” freeing moderator time, SuperUsers gained editing privileges, and overall engagement and insights improved.

Quicken

Kathryn Bergeron

Group Manager of Digital Care