Chewy
chewy.com ↗In their words
“We retained 99.7% of active customers into Q1”
“Our Net Promoter Score remains high, above 85. 70% of the customers who’ve interacted with the service have provided a 10 on 10 rating, which we’re pleased about.”
“The net promoter kind of score around those clinics and the service level high. The new customer cross category penetration, new customers to Chewy that come in through vet clinics, and then their propensity to go to chewy.com and then shop online at…”
Disclosed NPS over time
Every Net Promoter Score Chewy has published, by date.
NPS disclosures (12)
The net promoter kind of score around those clinics and the service level high. The new customer cross category penetration, new customers to Chewy that come in through vet clinics, and then their propensity to go to chewy.com and then shop online at…
Our service receives very high NPS, and customers are continually asking us when we are expanding.
Response rates have been really good, customer NPS is really strong, vet NPS is really strong. Number two, what plagues the industry is really vet recruiting.
Overall, our NPS on this platform continues to remain high and we're pretty proud to serve a large base of customers.
Chewy holds the upper hand versus Petco and PetSmart in average basket size and Net Promoter Score.
Net promoter scores for “Connect with a Vet” remain strong and over 85 percent of customers who rated the service in first quarter 2021 gave us perfect 10-out-of-10 scores.
Our Net Promoter Score remains high, above 85. 70% of the customers who’ve interacted with the service have provided a 10 on 10 rating, which we’re pleased about.
Chewy achieved a Net Promoter Score of 86 in 2018, positioning it as world-class in customer service.
Our high-quality service and customer satisfaction are demonstrated by our strong Net Promoter Score, which we have calculated to be 86 for fiscal year 2018.
Our high-quality service and customer satisfaction are demonstrated by our strong Net Promoter Score, which we have calculated to be 86 for fiscal year 2018.
Our high-quality service and customer satisfaction are demonstrated by our strong Net Promoter Score, which we have calculated to be 86 for fiscal year 2018.
Our high-quality service and customer satisfaction are demonstrated by our strong Net Promoter Score, which we have calculated to be 86 for fiscal year 2018.
Retention disclosures (18)
Chewy reported strong customer retention driven by health services expansion, AI technology, and improved gross margins.
Chewy's Autoship sales represent 84.6% of total net sales, providing strong recurring revenue retention.
Chewy considering M&A strategy to build brick-and-mortar presence and develop recurring revenue model to improve customer retention.
Chewy's Autoship business continues to drive recurring revenue growth and supports long-term customer retention and market-share gains.
Chewy reports positive customer retention contribution from fresh food and specialty nutrition offerings.
Chewy enhances customer retention by integrating with its online pharmacy and improving overall profitability.
Chewy reports customer retention improved to 80%, up from 80% a year earlier, highlighting improvements in customer retention and revenue stability.
Chewy CEO reported increased customer retention on Q3 2025 earnings call as part of loyalty flywheel offerings.
Chewy is working to increase customer loyalty and retention through a new paid membership program called Chewy Plus.
Chewy's Autoship subscription customer sales rose 8% year-over-year in the quarter and nearly 15% overall, supporting customer retention.
PetSmart grew Treat Rewards loyalty program to 60 million members since 2018 to drive customer retention and repeat business.
Net revenue retention: 100% — “resulting in net revenue retention in excess of 100 percent for each one of our cohorts, going back to the original 2011 cohort”
Retention rate: 99.7% (Q1 2022) — “We retained 99.7% of active customers into Q1”
Weaker customer retention at Chewy rattled Wall Street; engagement trends are expected to normalize over coming quarters.
Net revenue retention (2020 cohort): 100% (2020 cohort in 2021) — “the 2020 customer cohort had net revenue retention in excess of 100% in 2021”
Chewy's free Autoship service is expected to increase sign-ups and raise customer retention rates.
Chewy's customers are described as sticky with strong secular tailwinds, indicating strong future customer retention and buying habits.
Chewy disclosed in 2018 that it achieved 120% net revenue retention from its existing customer base.
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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.