According to the research, the current fintech market has reached 356.73 billion USD in 2025. It means that more than 34 thousand companies compete constantly, and you must provide outstanding service to attract new customers and keep the old ones. Here comes the question: How can businesses ensure high quality, effectiveness, and productivity?
At Simply Contact, we use fintech KPIs to search for possible workflow inefficiencies and provide further improvements. Let us be your guide in the world of metrics. Here, you will find the main reasons for having a KPI system in your company's work and the KPIs to consider for effective performance in the fintech industry.
KPIs, also known as key performance indicators, are measurements that help with performance and track growth evaluation. They simplify the identification of drawbacks in workflows and ensure effective process optimization. Clear metrics enable better productivity and enhanced security by showing the weak sides. Our experience shows many reasons for applying the KPI strategy, but we will review a few of the most valuable ones for now.
With accurate monitoring, you can track the performance across all the technical operations, sales procedures, and customer support services. KPIs can show your company's and employees' strengths and areas that require adjustment or improvement.
KPIs will show you where all the bottlenecks are hidden. Through constant monitoring, you can detect and eliminate unnecessary steps in procedures and significantly streamline the operations. This evaluation will also hint at where manual work can be automated.
Compliance-related KPIs for fintech companies can help ensure that your company's activities fully match current legal standards and regulatory requirements. KPIs related to risk can detect and identify potential threats to data security and financial stability.
KPIs improve understanding of how customers interact with your product and services. They help to analyze transactions, preferences, and general activities to get insights into user behavior. With this knowledge, you can improve service quality and significantly elevate customer experience.
If you are looking for investors, KPIs are one of the most obvious proofs that your business is stable and continues to grow. Fintech start-ups and time-proven companies with positive indicators show their potential for future success and attract more partners.
As an outsourcing services provider, we always strive to leverage the possibilities of metrics and improve our results, enhancing CX for our clients' customers. We have prepared a comprehensive guide to the most important indicators for a fintech company's departments, including sales, marketing, and customer support. Simply Contact invites you to discover what you can achieve with KPI and metrics monitoring.
CAC is a customer acquisition cost that can show how much your company generally spends to get a new customer. CAC helps to evaluate all spending from marketing to sales over a certain period. If your CAC is low, your acquisition strategy works well and ensures cost-saving for your business. A high indicator shows ineffective resource allocation and possible difficulties for future scaling.
CLV or LTV means customer lifetime value. This metric shows how much revenue a fintech company can expect from a single customer over time. A high CLV demonstrates that customers stay loyal and generate more revenue, reducing the constant need to acquire new users. In the fintech industry, CLV helps you decide how much you need to invest in customer retention programs and indicates high-value customers for potential premium offers.
Monthly and daily active user indicators count how many unique users interact with your service monthly or daily. MAU and DAU can help you identify peak usage times and trends and determine the effectiveness of your engagement strategies. A high rate demonstrates strong adoption and involvement in activities that lead to more transactions and revenue in the future.
Monthly recurring revenue is vital for businesses with subscription models like investment platforms or digital banking services. MRR enables accurate prediction of potential future performance based on current income analysis. These metrics help track and evaluate subscription programs' success and allocate resources more efficiently and profitably. For example, you can decide about price adjustments or service expansion.
The churn rate indicates the proportion of customers who decided not to use your services over a certain period. If you see high rates, you can be sure that something goes wrong and causes customer unhappiness. With further analysis, you can find out what lies beyond customers' concerns and fix it before more customers leave you. The churn rate can show how successful your retention strategies are.
NPS, also known as net promoter score, measures customers' loyalty by evaluating their chances of spreading the word about your company. After the interactions, customers are offered to complete a satisfaction survey, where they can answer how likely they will recommend your services to their family and friends. High NPS shows that customers enjoy interactions with the company and can attract new people to the brand.
Customer satisfaction score also measures the level of satisfaction through surveys after interactions with your company. If NPS is more about recommendations, the CSAT shows if the customers received the experience they expected to get by contacting your company. It indicates how easily customers can find assistance and fix the issue. Low indicators demonstrate problems with products or services, possible technical issues, or lack of agents' training.
Transaction volume is one of the most valuable indicators for fintech companies, including lenders, payment services, trading platforms, etc. It counts the total number of transactions processed by the platform and provides accurate insights into the level of customer engagement. High value demonstrates potential revenue. By analyzing transaction volume, fintech companies can study market trends, the success of their marketing strategies, and customer behavior.
GPV, or gross payment volume, calculates the sum of all transactions your platform processes over a specific period. This KPI helps you measure your platform's financial activity, growth, scalability potential, and influence on the market. High GPV shows that users trust your platform and prefer to use it frequently for their financial activities.
If GPV measures the sum of all transactions, the average revenue per user calculates the average income of each active customer separately. At Simply Contact, we believe that ARPU is a key to understanding the effectiveness of revenue strategy, as it demonstrates how actively your customers use services and purchase products. ARPU helps to evaluate which service can bring you more profit and indicate the most valuable segments of customers.
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This KPI allows you to measure the percentage of successful transactions. It can show how reliable your payment systems are. This metric will become essential for digital wallets, payment processing services, and online banks. A high rate demonstrates that everything works perfectly, the technology is efficient and user-friendly, and customers get a seamless experience. A sudden drop in rates can indicate technical problems or potential fraud, attracting your attention to the problem.
If you are looking for a KPI that will demonstrate how effectively you manage the costs, the operational efficiency ratio is what you need. Simply put, this metric calculates how much of fintech's revenue you spend on running your business. A lower ratio indicates effective resource management, low expenses compared to revenue, and higher profit. A higher ratio highlights expenses that are too big and may mean that the company should consider cost-cutting or adopting a new strategy to improve efficiency.
Profit margin is a key indicator of financial health, as it shows how much money a fintech company has as profit from revenue after covering all the expenses. A strong profit margin makes your business more appealing to investors and stakeholders by demonstrating the company's success and stability. A too-low margin underlines the importance of pricing and fee adjustment. Through profit margin monitoring and cost management strategies, you may identify areas to reduce costs for increased profitability.
ROI, or return on investment, measures how much profit your fintech company gets from the latest investments. ROI helps to evaluate how successful your marketing campaign, new business initiative, or technology implementation was. This KPI answers the main question: was your effort worth it? High ROI indicates that your investment is paying off and brings good returns. Tracking ROI enables profit maximization, waste reduction, and smarter financial choices.
If your business also has a mobile application, this metric will show how much your customers use it. Mobile app engagement measures all the interactions within the application, including activity types, frequency of use, and duration of sessions. If the mobile activity of your fintech platform influences customer retention and revenue, this KPI will help to tailor an experience for your users. You can apply this data to decide what features you add, what upgrade may be useful to your clients, and how to refine their experience.
The loan default rate is an especially valuable indicator for fintech businesses that work with loans, as it calculates the percentage of deals where customers fail to fulfill their obligations. The higher your rate, the higher the risks you have to bear. It is an obvious sign that you must check your credit policies and apply new risk management strategies to fix the situation and avoid further losses.
This KPI calculates the percentage of fraudulent transactions compared to the number of all transactions processed by your fintech company. This metric evaluates how well your company can detect, identify, and prevent suspicious activities. A high fraud rate is a reason to enhance security measures. A lower fraud rate, meanwhile, ensures higher trust in your platform, and, as a result, your users feel safer on it.
Customer support services are vital for building strong connections with customers and creating a loyal user base with high satisfaction. You can understand how many inquiries customers make through customer support ticket monitoring. It will help you evaluate your support team's responsiveness, identify inefficiencies in work, and indicate potential product issues.
This rate accurately measures how often your employees leave the company. If your employee satisfaction matters for your internal policy, this metric will help to evaluate organizational health. A high rate may signal dissatisfaction with jobs, positions, compensations, company culture, or personal development. As a result, a growing number of employees leaving may cause problems with productivity and higher expenses in recruiting and training new team members.
As you can see, a long list of metrics can help improve your workflows, efficiency, customer satisfaction, and many other areas. At Simply Contact, as an outsourcing service provider, we pay special attention to our client's needs and work on constantly improving metrics that are valuable specifically for their company.
Key performance indicators are a valuable source of statistical information for fintech companies as they help to evaluate your success. You can see how effectively your marketing, security, and customer engagement strategies work through business performance and customer service KPIs. They show the strong and weak sides of your team's operation and customer satisfaction with your products and services. With KPIs, you know what to improve and what matches your expectations.
At Simply Contact, we go beyond data tracking—we turn metrics into momentum. Our expert team helps fintech companies streamline operations, strengthen customer loyalty, and grow with confidence. Let’s build your success story with the right KPIs in place.
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