GDS Holdings Ltd
gds-services.com ↗In their words
“If we look into next year, I think the 3% to 5% of annual churn rate would be normal for us”
“We measure it in terms of area utilized, the churn as a percentage of our total area utilized. And over the past six quarters, it's been running at an annualized rate of about 5%”
“In the current year, I think the total churn will be around 28,000 to 29,000 square meters, which is around 7.5%.”
Disclosed NPS over time
Every Net Promoter Score GDS Holdings Ltd has published, by date.
NPS disclosures (6)
The net promoter score was increased to 92.5% in 2025 from 91% in 2024.
The net promoter score was increased to 91% in 2024 from 85% in 2023.
The survey collected feedback from 306 business users. The average client satisfaction score was 9.647 out of 10.
The net promoter score was 88%.
The net promoter score was 83.4%.
The net promoter score was 79.8%. Our Suppliers Our five largest suppliers accounted for less than 60% of our purchases for each of the three years ended December … and 2020; and none of them individually accounted for more than 30% of our…
Retention disclosures (29)
Churn: 0.9% (FY2025) — “Our churn rate, which we define as area terminated or expired without renewal during the quarter divided by total area utilized at the end of the preceding quarter, averaged approximately 1.2% and 0.9% in 2024 and 2025, respectively”
Churn: 0.9% (Q1 2025) — “Our churn rate, which we define as area terminated or expired without renewal during the quarter divided by total area utilized at the end of the preceding quarter, averaged approximately 1.4%, 1.2% and 0.9% in 2023, 2024 and the three months ended March 31, 2025, respectively.”
Churn: 1.2% (FY2024) — “churn rate, which we define as area terminated or expired without renewal during the quarter divided by total area utilized at the end of the preceding quarter, averaged approximately 1.4% and 1.2% in 2023 and 2024, respectively”
Churn (China): 4% (FY2025 outlook) — “if we look into next year, I think the 3% to 5% of annual churn rate would be normal for us”
Churn (China): 5% (annualized, past 6 quarters) — “we measure it in terms of area utilized, the churn as a percentage of our total area utilized. And over the past six quarters, it's been running at an annualized rate of about 5%”
Churn (data center services): 1.9% (FY2023) — “Our average quarterly churn rate was 0.4%, 0.5% and 1.9% for the years ended December … and 2023, respectively.”
Churn (China): 7.5% (2023 full year) — “In the current year, I think the total churn will be around 28,000 to 29,000 square meters, which is around 7.5%.”
Churn (China): 4.5% (going forward) — “We think that our normal churn rate going forward will be around 4% of area utilized, maybe 4% to 5%, which I believe is low by global benchmarks.”
Churn: 0.5% (FY2022) — “Our average quarterly churn rate was 0.8%, 0.4% and 0.5% for the years ended December … and 2022, respectively.”
Churn (China): 0.5% (past 5 years, quarterly average) — “Over the past 5 years, our treasury has averaged just over 0.5% per quarter, which is substantially lower than the global benchmarks.”
Churn (data center services): 0.4% (FY2021) — “Our quarterly churn rate, which we define as the ratio of quarterly service revenue from agreements which terminated or expired without renewal during the quarter to the total quarterly service revenue for the preceding quarter, averaged 0.5%, 0.8% and 0.4% in 2019, 2020 and 2021, respectively”
Churn (China): 0.2% (Q3 2021) — “for renewals, we don't really mention the churn rate because I like to say it's statistically insignificant. But I think it was 0.2% last quarter.”
Churn: 0.8% (FY2020) — “Our quarterly churn rate...averaged 0.9%, 0.5% and 0.8% in 2018, 2019 and 2020, respectively”
Churn (GDS Holdings - Data center services): 0.5% (FY2019) — “averaged 2.1%, 0.9% and 0.5% in 2017, 2018 and 2019, respectively”
Churn (GDS Holdings - Data center services): 0.6% (6M 2020) — “quarterly churn rate...was 0.6% for the six months ended June 30, 2020”
Churn: 0.5% (2019) — “Our quarterly churn rate, which we define as the ratio of quarterly service revenue from agreements which terminated or expired without renewal during the quarter to the total quarterly service revenue for the preceding quarter, averaged 2.1%, 0.9% and 0.5% in 2017, 2018 and 2019, respectively.”
Churn: 0.2% (Q2 2019) — “In the last quarter, it was 0.2%. occasionally, just every few quarters, there may be churn event”
Churn: 0.9% (Q4 2018) — “quarterly churn was only 0.9% last year”
Churn: 1.6% (2016) — “Our quarterly churn rate, which we define as the ratio of quarterly service revenue from contracts which terminated or expired without renewal during the quarter to the total quarterly service revenue for the preceding quarter, averaged 1.6%, 2.1% and 0.9% in 2016, 2017 and 2018”
Churn (data center services): 1% (2015) — “quarterly churn rate, which we define as the ratio of quarterly service revenue from contracts which terminated or expired without renewal during the quarter to the total quarterly service revenue for the preceding quarter, averaged 1.0%, 1.6% and 2.1% in 2015, 2016 and 2017, respectively”
Churn: 0.6% (Q4 2017) — “Our churn rate is exceptionally low only 0.6% in 4Q'17”
Churn: 0.1% (Q3 2017) — “Churn was again only 0.1 percent in 3Q17”
Churn: 0.3% (Q2 2017) — “Churn was 0.3 percent in 2Q17”
Churn (revenue basis (excluding single customer event)): 0.1% (Q1 2017) — “Excluding the single customer churn event, the churn rate was 0.1% on a revenue basis.”
Churn (revenue basis): 5.5% (Q1 2017) — “The churn rate was 5.5% on a revenue basis or 3.2% on an area utilized basis.”
Churn (data center services): 1.6% (FY2016) — “Our quarterly churn rate, which we define as the ratio of quarterly service revenue from contracts which terminated or expired without renewal during the quarter to the total quarterly service revenue for the preceding quarter, averaged 1.4%, 1.0% and 1.6% in 2014, 2015 and 2016, respectively.”
Churn: 1.6% (Q3 2016 (9 months ended September 30)) — “Our quarterly churn rate, which we define as the ratio of quarterly service revenue from contracts which terminated or expired without renewal during the quarter to the total quarterly service revenue for the preceding quarter, averaged 1.4%, 1.0% and 1.6% in 2014, 2015 and the nine months ended September 30, 2016, respectively.”
Retention rate (Internet and financial institution customers): 95% (2016) — “We achieved an average retention rate of over 95% per annum among our Internet and financial institution customers for colocation services in our current data centers over the past two years.”
Churn: 1.4% (H1 2016 (6 months ended June 30)) — “Our quarterly churn rate, which we define as the ratio of quarterly service revenue from contracts which terminated or expired without renewal during the quarter to the total quarterly service revenue for the preceding quarter, averaged 1.4%, 1.0% and 1.4% in 2014, 2015 and the six months ended June 30, 2016, respectively.”
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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.