Operation HOPE Celebrates Exceptional Client Satisfaction Scores

August 27, 2024 at 08:00 AM EDT

Operation HOPE, a national nonprofit dedicated to helping low- and moderate-income Americans thrive in an ever-changing economy, announced today the results of its client satisfaction initiative, which was launched in April 2023 to help the organization better understand and accommodate its number one stakeholder: its clients. Operation HOPE has achieved and maintained an exceptional Net Promoter Score (NPS) of 76, based on more than 18,000 responses from over 6,000 unique clients. This score, which is among the highest scores an organization can achieve, reflects the trust and confidence of Operation HOPE’s clients in the financial coaching and support services they receive and underscores the organization’s longstanding commitment to excellence in client service.

Based on the feedback received from this initiative, Operation HOPE has:

Established structures to follow-up with and address actionable client feedback
Used the response data to recognize Operation HOPE financial coaches for their work, including the annual Client’s Voice Award for the highest-performing coach
Analyzed the data to uncover trends and best practices, thereby improving our programs, delivery and organizational focus

“We are incredibly proud to have established and maintained such high satisfaction among our clients, whose confidence in us and positive feedback push us to continue to improve our services and provide the best support possible,” said John Hope Bryant, Founder, Chairman and Chief Executive Officer of Operation HOPE. “Based on these responses from our clients, we are more inspired than ever to continue our tireless work to advance economic opportunity for all through world-class financial education and one-on-one coaching that help our clients improve credit scores, pay off debt, increase savings, buy a home or start a business.”

About Operation HOPE, Inc.

Since 1992, Operation HOPE has been moving America from civil rights to "silver rights" with the mission of making free enterprise and capitalism work for the underserved—disrupting poverty for millions of low and moderate-income youth and adults across the nation. Through its community uplift model, HOPE Inside, which received the 2016 Innovator of the Year recognition by American Banker magazine, Operation HOPE has served more than 4 million individuals and directed more than $3.2 billion in economic activity into disenfranchised communities—turning check-cashing customers into banking customers, renters into homeowners, small business dreamers into small business owners, minimum wage workers into living wage consumers, and uncertain disaster victims into financially empowered disaster survivors. For more information: OperationHOPE.org. Follow the HOPE conversation on Twitter, Facebook, Instagram or LinkedIn.