NPS Intelligence (beta)

8x8 leverages Net Promoter Score improvement as evidence that customer outcomes are becoming as important as technology capabilities.

We know customers with active CSMs have higher NPS scores and gross retention above 90%. That’s why we’re doubling down on high-touch support and AI-powered tools that help our customers unlock more value from the platform.

But the resulting fact of that, though, is that we're keeping those customers happy and the NPS scores are going up and all those things. But, yes, we do go through this process.

• Net Promoter Score (NPS), reflecting customer satisfaction with our services, has increased dramatically and eclipsed the SaaS industry benchmark since the fall of 2019.

8x8 introduced new contact centre capabilities providing visibility into customer satisfaction and NPS.

8x8 has launched a new partner programme for its direct reseller channel, rewarding customer retention, account growth and expansion.

8x8 introduces a new partner programme for its direct reseller channel rewarding customer retention and expansion alongside new business activity.

Net revenue retention (upgraded Fuze cohort): 100% (Q1 2026) — “upgraded Fuze cohort delivered 94% gross retention and over 100% net revenue retention in Q1”

Gross revenue retention (customers with active CSMs): 90% — “customers with active CSMs have higher NPS scores and gross retention above 90%”

Net revenue retention (Fuze customers upgrading to 8x8 platform): 100% — “Those that upgrade are exceptionally happy and have a net retention rate above 100%.”

Retention rate (small business (three products)): 95% (Q2 2024) — “three products, mid-90s”

Retention rate (small business (two products)): 90% (Q2 2024) — “We sell two products low 90s three products, mid-90s four more products, five 90s”

Retention rate (small business (one product)): 85% (Q2 2024) — “when we sell one product to a customer we have a mid-80s type of retention rate given our small business base”

Churn (Integrated UCaaS and CCaaS product buyers): 33% (Q4 2021) — “buyers buy our Integrated UCaaS and CCaaS product, they stay with us longer and have better upsell potential with 33% lower churn”

8x8 Cloud Communications reports on usage trends across its customer base, noting focus on customer retention optimization.

Net revenue retention (enterprise on X Series): 140% (Q4 2020) — “small business and mid-market enterprise customers that are on X series have net dollar retention rates in excess of a 110% and 140% respectively”

Net revenue retention (small business and mid-market on X Series): 110% (Q4 2020) — “small business and mid-market enterprise customers that are on X series have net dollar retention rates in excess of a 110% and 140% respectively”

Net revenue retention (overall company): 100% (Q4 2020) — “Q4 total net dollar retention coming in at just under a 100%”

Net revenue retention (all business segments): 100% (Q3 2019) — “annual dollar retention rates, which include up sells well over 100% across all business segments”

Churn (business customers): 1% (FY2018) — “Our average monthly business service revenue churn was less than 1% during our two most recent fiscal years.”

Churn (business customer): 1% (FY 2018) — “Our average monthly business service revenue churn was less than 1% during our two most recent fiscal years.”

Net revenue retention (all business segments): 100% (Q2 2019) — “annual retention rates, including up-sell well over 100% across all business segments”

Churn (business customers): 0.3% (Q1 2018 (March 31, 2018)) — “Monthly business service revenue churn (2)(3) 0.3% ... 0.4% ... 0.6% ... 0.7%”

Net revenue retention (all segments): 100% (Q4 2018) — “Annual retention rate was over 100% across all segments in the fourth quarter”

Churn: 0.4% (Q3 2018) — “Gross monthly service revenue churn on an organic basis, excluding DXI, was 0.4% compared to 1% in the same period last year”

Churn: 0.4% (Q2 2018) — “Gross monthly service revenue churn on an organic basis, excluding DXI, was 0.4% compared with 0.6% in the same period last year”

Churn (business (organic, excluding DXI)): 0.6% (Q1 2018) — “Gross monthly business service revenue churn on an organic basis, excluding DXI, was 0.6%, compared with 0.5%”

Net revenue retention (enterprise/mid-market): 100% (Q1 2018) — “enterprise, mid-market, et cetera, is well north of 100%”

Retention rate (micro business): 95% (Q1 2018) — “micro business retention rate is in the 95-ish percent and enterprise, mid-market, et cetera, is well north of 100%”

Churn (business customers): 0.7% (Q1 FY2017 (March 31, 2017)) — “Monthly business service revenue churn (2)(3) 0.7%”

Churn: 1% (Q3 2017) — “Growth monthly business service revenue churn on an organic basis was 1% compared with 1.2% in the same period last year”

Churn (Business customers): 0.6% (Q2 2017) — “Gross monthly business service revenue churn on an organic basis, which excludes DXI, was 0.6% compared with 0.7% in the same period last year.”

Churn (Business customers): 0.5% (Q1 2017) — “Gross monthly business service revenue churn on an organic basis, which excludes DXI, was 0.5% compared with 1% in the same period last year.”

Churn (Business monthly service revenue): 0.4% (Q4 FY2016) — “Monthly business service revenue churn (2)(3) 0.4% 1.2% 0.7% 1.0% 0.5%”

Churn (Business monthly service revenue): 0.8% (FY2016) — “Our average monthly business service revenue churn was 0.8% for the fiscal year ended March 31, 2016 compared with 0.7% for the fiscal year ended March 31, 2015.”

Churn: 0.8% (FY2016) — “This year from a year perspective we are 0.8%. Now remember this is a gross churn so we don't include all of our cancellations.”

Churn: 0.4% (Q4 2016) — “Gross monthly business service churn on an organic basis was 0.4% compared with 0.5% in the same period last year.”

Churn (Business customers): 1.2% (Q3 2016) — “Gross monthly business service revenue churn on an organic basis which excludes DXI was 1.2% compared with 1% in the same period last year.”

Churn: 0.8% (Q2 2016) — “Monthly business service revenue churn was 0.8%, compared with 0.9% in the same period a year ago.”

Churn: 1% (Q1 2016) — “Monthly business service revenue churn was 1% compared with 0.4% in the same period a year ago.”

Churn (Business service revenue): 0.7% (FY2015) — “Our average monthly business service revenue churn was 0.7% for the fiscal year ended March 31, 2015 compared with 1.3% for the fiscal year ended March 31, 2014.”

Churn (business service): 1.3% (FY2014) — “Our average monthly business service revenue churn was 1.3% for the fiscal year ended March 31, 2014 compared with 1.7% for the fiscal year ended March 31, 2013.”

Churn (Business service revenue): 1.2% (Q2 2014) — “Monthly business service revenue churn 1.2% in Q2 2014”

Churn (Business customers): 1.5% (Q2 2014) — “Monthly business customer churn (less cancellations within 30 days of sign-up) 1.5% in Q2 2014”

Churn (Business customer): 1.7% (FY2013) — “Business customer churn (less cancellations within 30 days of sign-up) (8) 1.7% 1.6% 2.4% 1.7% 2.0%”

Churn (Overall (excluding 30-day cancellations)): 1.8% (FY2013) — “Our rate of customer terminations, or average monthly customer churn (excluding cancellations within 30 days of sign-up), was 1.8% for the fiscal year ended March 31, 2013 compared with 2.0% for the fiscal year ended March 31, 2012.”

Churn (business customers): 2% (Q4 FY2012) — “Business customer churn decreased to a record low of 2.0%, compared to a churn rate of 2.2%”

Churn (business customers): 2.1% (Q1 FY2012) — “Record low churn of 2.1%...business customer churn decreased to a record low of 2.1%, compared with a churn rate of 2.3% in the previous quarter”

Churn (Business customers): 2.3% (FY2011) — “average monthly customer churn (excluding cancellations within 30 days of sign-up), was 2.3% for the fiscal year ended March 31, 2011 compared to 2.6% for the fiscal year ended March 31, 2010”

Churn (Business): 2.2% (Q3 FY2011, monthly) — “Business customer churn during the third quarter of fiscal 2011 was 2.2%, compared to a churn rate of 2.4% for the same period last year”

Churn (business customer): 2.2% (Q2 FY2011) — “Business customer churn decreased to 2.2%, compared to a churn rate of 2.7% for the same period last year”

Churn (business customer): 2.5% (Q1 FY2011) — “Business customer churn decreased to 2.5%, compared to a churn rate of 2.7% in the previous quarter and 2.7% for the same period last year”

Churn (business customers): 3.5% (FY2010 (year ended March 31, 2010)) — “Our rate of customer terminations, or average monthly customer churn, was 3.5% for the fiscal year ended March 31, 2010. Even though our customer churn rates improved in fiscal 2010...”

Churn (business customer): 2.4% (Q3 FY2010) — “Business customer churn decreased to a record low of 2.4%, compared to a churn rate of 2.7% in the previous quarter and 2.9% for the same period last year”

Churn (Business customers): 2.7% (Q1 FY2010) — “Business customer churn remained stable sequentially at 2.7%, compared to a churn rate of 3.2% in the same period last year.”

Churn (business customers): 3.6% (fiscal year ended March 31, 2009) — “Our rate of customer terminations, or average monthly customer churn, was 3.6% for the fiscal year ended March 31, 2009.”

Churn: 3.5% (Q1 FY2009) — “Churn approximated 3.5% for the first fiscal quarter of 2009 and 4.6% for the same period of fiscal 2008”

Churn: 4.2% (FY2008) — “Our rate of customer terminations, or average monthly customer churn, was 4.2% for the fiscal year ended March 31, 2008.”

Churn (subscriber lines): 4.2% (monthly, FY2007) — “Our rate of customer terminations, or average monthly customer churn, was 4.2% for the year ended March 31, 2007.”