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  "docSlug": "d09125f46e4d",
  "documentTitle": "Clear Secure, Inc. (YOU)",
  "authorId": "54_Spruce_Point_Capital",
  "authorName": "Spruce Point Capital Management",
  "documentKindSlug": "activist-deck",
  "documentKindLabel": "Activist deck",
  "sourceTypeSlug": "short_seller",
  "sourceTypeLabel": "Short seller",
  "presentationDate": "2025-04-30 00:00:00",
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  "pageNumber": 20,
  "pageCount": 85,
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  "slideType": "expose_contradiction",
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  "notes": "Uses a table to highlight the shift from reporting high NPS scores to non-disclosure.",
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      "kind": "callout",
      "text": "After 2022, CLEAR stopped reporting NPS completely.",
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      "text": "Net Promoter Score: -15",
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      "kind": "paragraph",
      "text": "A company that has well-functioning network effects also does not see a degradation of service or customer experience as it grows. CLEAR reportedly used its Net Promoter Score (NPS) to measure its member experience and satisfaction. After a brief increase from 2020-2021, the NPS declined in 2022. After 2022, CLEAR stopped reporting NPS completely. Comparably claims CLEAR’s NPS is now -15. There are a plethora of customer review websites claiming that CLEAR has horrible billing practices and services, including TrustPilot where it is rated 1.1 stars and the Better Business Bureau where it receives an “F” rating. There are also multiple Reddit threads with critical views on the Company.",
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      "kind": "source-note",
      "text": "Source: CLEAR SEC Filings, Comparably.com, Better Business Bureau, TrustPilot, Reddit “worst company ever!!”, “seems to be useless”, “Why does anyone tolerate CLEAR”",
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      "kind": "table",
      "text": "CLEAR's NPS Disclosures table showing 2020 (75), 2021 (77), 2022 (76), and 2023-Forward (No longer disclosed)",
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      "kind": "title",
      "text": "Even With Ambassadors Exploding, CLEAR’s Scaling Is Failing Its NPS Score",
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