What Is Gusto's Net Promoter Score?

Tomer London says Gusto's net promoter score jumped to 88 or 89 and stayed there for a very long time. In payroll and HR, a positive score, anything larger than zero, already means a company is ahead. Gusto had treated a score above 70 as success, and the score suddenly moved to over 80.

Promoters said they noticed Gusto was there for them. Gusto was still mostly a payroll product, yet it helped them finance the business through the pandemic. They had not expected the help, and they read it as proof that Gusto cared.

Pandemic support was Gusto's first step into lending. The money was not Gusto's own. Banks came in as partners, and the work focused on cash flow: a business can owe payroll for a team when income is not there to cover it. More time on that problem led, years later, to a product called Payroll Bridge. Payroll Bridge is not built for another pandemic.