Chegg
chegg.com ↗In their words
“And frankly, with 78% name recognition of Chegg Services and an 80% NPS, what we're really seeing is an inflection point in students recommending our services to others.”
“So, we have an 80 -- NPS which means they are -- not only would they recommend but they actually are recommending to their friends. That is transferred over quite nicely to Chegg Study, which has become the center piece of the Company.”
“Monthly renewal rate increased year-over-year and is now more than 80%”
Disclosed NPS over time
Every Net Promoter Score Chegg has published, by date.
NPS disclosures (3)
And frankly, with 78% name recognition of Chegg Services and an 80% NPS, what we're really seeing is an inflection point in students recommending our services to others.
So, we have an 80 -- NPS which means they are -- not only would they recommend but they actually are recommending to their friends. That is transferred over quite nicely to Chegg Study, which has become the center piece of the Company.
…and the customer acquisition benefits of the textbook business, shed the burdens of buying and owning the inventory and logistics, and were able to maintain an NPS score of about 80 in our textbook business, which is an extraordinarily high number.
Retention disclosures (4)
Chegg reported that customer retention remained strong in Q1, alongside achieving positive net income.
Chegg deployed Oracle Monetization Cloud to improve customer retention and accelerate time to market.
Retention rate (Chegg Study): 80% (Q4 2016) — “monthly renewal rate increased year-over-year and is now more than 80%”
Retention rate (Chegg Study): 80% (Q2 2016) — “monthly renewal rate that hovers around 80%”
Lighthouse companies in Education
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.