Robinhood Markets, Inc.

HOOD · NASDAQ · Financials · USA

Verdict: Robinhood Markets, Inc. shows early-stage public customer-centricity evidence, scoring 8.0/10 in this automated assessment of publicly available material. A customer satisfaction metric is referenced in public materials, though a specific score or programme detail has not been published. This report is based solely on publicly available evidence — internal programmes not reflected in public documents are not captured.

B +

8 / 10

Good — meaningful CX commitment

Scorecard

💬 Customer language

3 / 3

Customer language appears consistently across multiple pages and investor materials, signalling that serving customers is a named organisational priority.

🔄 CX programme evidence

2 / 3

Customer experience is acknowledged as a discipline, with references to feedback or service improvement appearing in official materials.

📊 Measurement proof

2 / 3

NPS or a named customer metric is mentioned in public documents, though no specific score is published.

🤝 Commitment depth

1 / 1

Some evidence of customer commitment depth, though executive accountability for CX metrics is not explicitly demonstrated in public materials.

Overall score

Score of 8.0/10: the company demonstrates early-stage customer-centricity signals. The gap to a score of 5+ is typically bridged by publishing a named customer metric and adding explicit programme language to the website.

8/10

Evidence

Sorted by rubric tier descending — Tier 3 (named measurement) and Tier 4 (commitment depth) are the rarest and most differentiating signals. A single source page may satisfy several criteria (e.g. [T3a] + [T3b] + [T3c] stacked).

[T4] CX governance and strategic commitment Weak View ↗

Robinhood Markets Inc. Investor Day – December 4, 2024 This page [6] shows average customer assets, Net Promoter Scores and customer retention rates. And what we see from this page is that average cus…

[T4] CX governance and strategic commitment Weak View ↗

ith our customers -- both those new to investing and those with more experience -- is a critical part of our responsibility to them,' said Alex Mesa, Head of Customer Experience at Robinhood. 'We've…

[T3a] NPS, CSAT, or named metric explicitly mentioned [T3b] Named metric on a public web page (not only in PDF) Strong View ↗

s are at all-time highs. A couple of years ago, we were net ACAT negative versus most of [our competitors]. We had graduation risk happening. And our NPS scores for our most active [customers] – they…

[T2a] CX named as a discipline Medium View ↗

Democratizing Finance With the Customer Experience Representative Pathways Program | Robinhood Newsroom We sat down for a virtual chat with Robinhoodies Cody Borsellino and Tyler Vatcoskay to discuss

[T2a] CX named as a discipline Medium View ↗

Robinhood Careers – Customer Centricity Values Our customers are why we exist. We listen to them, design for their needs, and aim to make our user experience elegant and intuitive. We put w

[T2b] Customer listening or feedback mechanism Medium View ↗

[T1a] Customer or client mentioned [T1b] Customer language on 2+ page types Weak View ↗

[T1a] Customer or client mentioned [T1b] Customer language on 2+ page types [T1c] Operational customer language Weak View ↗

Introducing 24/7 Phone Support | Robinhood Newsroom We know your time is valuable, so we built our customer support technology to meet you where you are. By pinpointing exactly where your issue or que…

[T1a] Customer or client mentioned [T1b] Customer language on 2+ page types Weak View ↗

Robinhood Careers – Customer Centricity Values Our customers are why we exist. We listen to them, design for their needs, and aim to make our user experience elegant and intuitiv

[T1c] Operational customer language Weak View ↗

Our Investments in Customer Support | Robinhood Newsroom Over the past year, we've accelerated our investments in customer support. We believe great customer service incorporates a combination of real…

What Robinhood Markets, Inc. is doing well

Robinhood Markets, Inc. references customer satisfaction or feedback in its public materials, suggesting that customer outcomes are tracked internally. This provides a credible foundation — the next step is to surface that evidence publicly.

Customer language features in the company's communications, including website copy and investor materials. The tone suggests customers are considered a genuine priority rather than an afterthought.

What is missing

A customer satisfaction metric is mentioned but no specific score is published. Moving the metric from a passing reference to a prominently cited figure — even in an investor presentation — would significantly strengthen the public signal.

The CX programme is referenced but not described in sufficient detail. Adding specifics — feedback frequency, review process, or an example of action taken — would substantially strengthen the narrative.

Analyst implication: Robinhood Markets, Inc. has the early ingredients of a customer-centric company. A targeted update to its public communications — publishing an NPS score and describing the feedback loop — would move the grade from 8 to 6+ and position it as a credible customer-led business.

How Robinhood Markets, Inc. could improve its ranking

Elevate the NPS reference from a footnote to a featured metric. Citing the score prominently — on the website and in earnings materials — signals genuine accountability rather than occasional mention.

Add a 'How we listen to customers' paragraph to the corporate website. Describing the feedback cadence, who reviews results, and one example of action taken demonstrates that customer listening is operational, not aspirational.

Suggested website text

Want to improve this grade?

See what world-class customer-centricity looks like and what changes would move the needle for Robinhood Markets, Inc..

How to increase the grade →

Recommended copy · About Us page · Net Promoter Score version

Customer Experience is a Strategic Priority: We do more than collect feedback — we act on it. Our closed-loop feedback discipline ensures every client voice drives measurable improvement across our products and services. We measure customer loyalty using the Net Promoter Score (NPS) and are committed to sharing our progress publicly as part of our transparency commitment.

💡 Why this improves your score: Adding the actual NPS number (e.g. 'Our 2025 NPS reached 72') would award T3c (+2 points) and significantly improve Robinhood Markets, Inc.'s Customer Test ranking. This single addition could move the grade from B to A. See full scoring methodology →

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