Five9
five9.com ↗In their words
“Net revenue retention (LTM dollar-based retention (subscription plus telecom)): 105% (Q1 2026) — “LTM dollar-based retention rate, defined in our filings as the retention rate of recurring revenue from subscription plus telecom, was 105%”
“The LTM rate stepped down from 107% in Q3 to 105% in Q4 as anticipated”
“Our LTM dollar-based retention rate came in at 107% versus 108% last quarter”
Disclosed NPS over time
Every Net Promoter Score Five9 has published, by date.
NPS disclosures (11)
Five9 rolls out integrated AI Suite for contact center analytics tracking Customer Effort Score and Net Promoter Score metrics.
What pull-through is about is enabling a subset of them to do the implementation services, if they are willing to invest significantly in keeping the NPS scores where our internal PS organization has set the bar in the 80s to 90s.
As a result, we continue to set the benchmark for the industry with NPS scores in the 80s and 90s. Lastly, I'll briefly discuss our international expansion.
This commitment continues to be evidenced, by our industry-leading NPS scores of over 80% for both professional services and customer support.
Five9's Professional Services and Customer Support teams consistently achieve average Net Promoter Scores of +85.
And the result of this is our industry leading net promoter scores of 85 and higher for both professional services and customer support. And we’re seeing even stronger growth outside the US, where most agents are located.
The Company will continue to invest in expanding and strengthening its go-to-market capabilities and building upon the trust it has developed with customers as shown by its consistently high 80%+ NPS scores for professional services.
There is a reason our NPS scores are the highest in the industry as well and there is a reason when we look on an ongoing basis at the retention rates that we have that are unparalleled.
And for all those customers we onboarded, our PS and CS teams continue to receive unparalleled Net Promoter Scores, reflecting the reliability, attention, professionalism and dedication these teams have delivered, no matter the external conditions.
In Q4, this team's NPS score averaged 96, which is a result of increased automation, added efficiency, and the team's dedication to successful outcomes.
…process, but ongoing support and so I think a part of it is the fact that you know when you take care of your customers, and you build your NPS scores up to all-time highs, and you keep your satisfaction, your customers where it needs to be.
Retention disclosures (35)
Net revenue retention (LTM subscription DBR): 107% (Q1 2026) — “LTM subscription DBR, which came in at 107% in Q1, compared to 106% in Q4 2025”
Net revenue retention (LTM dollar-based retention (subscription plus telecom)): 105% (Q1 2026) — “LTM dollar-based retention rate, defined in our filings as the retention rate of recurring revenue from subscription plus telecom, was 105%”
Net revenue retention (LTM dollar-based retention rate): 105% (Q4 2025) — “the LTM rate stepped down from 107% in Q3 to 105% in Q4 as anticipated”
Net revenue retention (LTM dollar-based retention rate): 107% (Q1 2025) — “our LTM dollar-based retention rate came in at 107% versus 108% last quarter”
Net revenue retention (LTM dollar-based retention rate): 108% (Q4 2024) — “Our LTM dollar-based retention rate remained the same as last quarter at 108%”
Net revenue retention (LTM dollar-based retention rate): 108% (Q3 2024) — “Our LTM dollar-based retention rate remained flat sequentially at 108%”
Net revenue retention: 108% (LTM Q2 2024) — “Our LTM database retention rate declined slightly from 109 to 108 as anticipated.”
Net revenue retention: 109% (LTM Q1 2024) — “Our LTM dollar-based retention rate declined slightly to 109% as anticipated, given the macro conditions.”
Net revenue retention: 110% (LTM Q4 2023) — “Our LTM dollar base retention rate remained the same as last quarter at 110%.”
Net revenue retention: 110% (LTM Q3 2023) — “Our LTM dollar-based retention rate was 110%, a decline of two percentage points sequentially.”
Net revenue retention: 112% (LTM Q2 2023) — “Our LTM dollar-based retention rate was 112%, a decline of 2 percentage points sequentially.”
Net revenue retention: 114% (LTM Q1 2023) — “Our LTL die-based retention rate was 114%, a decline of 1 percentage point sequentially.”
Net revenue retention: 115% (LTM Q4 2022) — “Our LTM dollar-based retention rate was 115%, a decline of 3 percentage points sequentially.”
Net revenue retention: 118% (LTM Q2 2022) — “Our LTM dollar-based retention rate was 118%.”
Net revenue retention: 120% (LTM Q1 2022) — “Our LTM dollar-based retention rate was 120%.”
Net revenue retention: 122% (LTM Q4 2021) — “Our LTM database retention rate was 122%.”
Net revenue retention: 123% (LTM Q3 2021) — “Our LTM dollar-based retention rate remained at a 123%.”
Net revenue retention: 121% (LTM Q1 2021) — “LTM retention rate, which accelerated once again to a record 121%, up 10 points year-over-year and four points sequentially.”
Net revenue retention: 117% (LTM Q4 2020) — “LTM dollar-based retention rate was 117%, up from 114% in the third quarter and up from 112% in the fourth quarter of 2019.”
Net revenue retention: 107% (LTM Q3 2020) — “LTM database retention rate increased to 107% from 105% last quarter.”
Five9's Dollar-Based Retention Rate decreased year-over-year, disclosed in management discussion and analysis.
Net revenue retention (Enterprise): 103% (LTM Q1 2020) — “LTM dollar-based retention rate coming in at 103% versus 105% last quarter”
Net revenue retention (Enterprise): 105% (LTM Q4 2019) — “our LTM dollar-based retention rate coming in at 105% versus 107% last quarter”
Net revenue retention: 107% (LTM Q2 2019) — “our dollar-based retention rates, which again we're at 107% on an LTM basis”
Net revenue retention (Enterprise): 107% (LTM Q1 2019) — “our dollar-based retention rate which accelerated to 107% largely due to a recent record in enterprise”
Five9 presents at Call & Contact Centre Expo 2019 highlighting how cloud contact center solutions help drive customer retention.
Net revenue retention (Enterprise): 103% (Q4 2018) — “Dollar-based retention rate accelerated to 103% largely due to a recent record in enterprise, where it remains well above 100%”
Net revenue retention: 101% (Q3 2018) — “Our annual dollar-based retention rate on the recurring revenue in the third quarter was 101%, up from the 99% we reported last quarter”
Net revenue retention: 99% (LTM Q2 2018) — “our LTM annual dollar based retention rate, which increased to 99% in the second quarter; dollar-based retention rates, which increased overall across both segments of our business to 99%, up from 98% last quarter”
Net revenue retention: 98% (Q4 2017) — “Our annual dollar-based retention rate in the fourth quarter of 2017 was 98%, the same as in the second and third quarters of 2017.”
Net revenue retention: 98% (Q3 2017) — “Our annual dollar-based retention rate in the third quarter of 2017 was 98%, the same as in the second quarter of 2017.”
Net revenue retention: 99% (Q1 2017) — “Our annual dollar-based retention rate for the first quarter was 99%, up from 98% in the first quarter of 2016.”
Net revenue retention: 100% (Q4 2016) — “Your dollar base retention rate in the fourth quarter 2016 was 100%, up from 96% in the fourth quarter of 2015.”
Net revenue retention: 100% (Q2 2016) — “Our annual dollar-based retention rate in the second quarter increased to 100%, our fourth sequential quarterly increase and up from 94% in the second quarter of 2015.”
Net revenue retention: 98% (Q1 2016) — “annual dollar-based retention rate in the first quarter increased to 98%, up from 96% in the fourth quarter of 2015”
Lighthouse companies in Business services
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.