Nubank wins Reclame Aqui Award for the seventh consecutive year

São Paulo, December 13, 2023 – Nubank, one of the world’s largest digital financial services platforms, has again been recognized with the Reclame Aqui Award in the Digital Banks and Digital Cards categories. Reclame Aqui is one of the largest consumer satisfaction platforms in the country. Additionally, Nu has been acknowledged in the Credit Cards and the Digital Investment Platform categories for the second time. The company also received special awards as “Super Champion Company” and “Champion Customer Service Team” in 2023. The Reclame Aqui Award is currently the most distinguished recognition of customer experience in Brazil, honoring companies that provide excellent customer service.

“At Nubank, our primary value is to strive for our customers to love us fanatically. We continuously raise the quality bar to achieve this, delivering simple, intuitive products and efficient, distinctive services that exceed people’s expectations. Over these ten years, we have learned that it is not enough to innovate just once; we must maintain a constant evolution in all processes to address our customers’ needs,” says Livia Chanes, leader of Nubank’s operations in Brazil.

As a result of a popular vote, the award recognizes Brazilian companies’ efforts in customer service and care since 2010. This year, the award garnered over 17 million votes, with more than 280,000 votes for Nubank in all the categories in which the brand competed.

RA Seal 

In August this year, Nubank also received the prestigious RA1000 Seal, which recognizes the highest level of excellence in customer service on Reclame Aqui. According to the platform, to qualify for the seal, a company must meet five criteria:

• A minimum of 50 evaluations
• Response rate equal to or exceeding 90%
• Solution rate equal to or exceeding 90%
• Average customer ratings equal to or exceeding 7
• New business rate (Would do business again?) equal to or exceeding 70%

Nu customers saved more than 248 million hours

Nu customers have collectively saved over 248 million hours in queues at bank branches or waiting for phone service over the past five years – an average of 49 million hours per year. This outstanding result is a direct outcome of the intuitive products offered by Nu and the customer-centric approach that positively impacts customers’ lives 24/7 through in-app chat, email, or phone. Furthermore, in 2022 alone, users saved more than R$ 40 billion in banking fees.