Genesis Healthcare
gendigital.com ↗In their words
“We exited fiscal year '26 with record cross-sell performance in Norton and nearly doubled our Norton 360 NPS year-over-year at the same time.”
“By consistently delivering meaningful value to our customers, we have earned a 4.8 Trustpilot rating and a record Net Promoter Score of 71, reflecting the stronger trust and loyalty we have built.”
“Our overall retention rate increased slightly year-over-year to 78%”
Disclosed NPS over time
Every Net Promoter Score Genesis Healthcare has published, by date.
NPS disclosures (22)
Gen Digital's Norton 360 NPS nearly doubled and LifeLock NPS reached 73 as customer satisfaction metrics improved sharply.
We exited fiscal year '26 with record cross-sell performance in Norton and nearly doubled our Norton 360 NPS year-over-year at the same time.
In our LifeLock business, growth remained stable with highly retaining customers and strong customer NPS. Additionally, MoneyLion's personal financial management solutions are scaling significantly with strong gains in new active users and increasing…
By consistently delivering meaningful value to our customers, we have earned a 4.8 Trustpilot rating and a record Net Promoter Score of 71, reflecting the stronger trust and loyalty we have built.
We embrace end-to-end customer experience and aim to continue to improve our Net Promoter Scores and overall customer satisfaction. • Leverage our global brands to drive growth: We will work to keep building our family of trusted brands in markets…
We're very cautious monitoring, monitoring the first -- the NPS after first rollout, measuring the engagement, comparing that to prior. And we said it will take the full year to roll out the new stock -- and I think we're on track to that, and we're not…
We embrace end-to-end customer experience and aim to continue to improve our Net Promoter Scores and overall customer satisfaction. • Leverage our global brands to drive growth: We will work to keep building our family of trusted brands in markets…
Recently, Norton and Avast were each named to PC Magazine's list of Best Tech Brands for 2024, and LifeLock Net Promoter Score, with 67 exiting Q3, an all-time high, driven by our relentless focus on our customers and listening to their feedback.
In Q1 LifeLock reached an all-time high NPS of 60, giving us the blueprint to leverage, the operational learnings across our entire portfolio.
We embrace end-to-end customer experience and aim to continue to improve our Net Promoter Scores and overall customer satisfaction. • Leverage our global brands to drive growth: We will work to keep building our family of trusted brands in markets…
And then loyalty is about looking at how we can best service our customers, focus on NPS, but also increase the engagement of our existing user base through cross-sell/upsell and really focusing on our retention metrics.
NortonLifeLock has developed a set of capabilities and operations and experience that drive high NPS and retain at 85% in unit. That equivalent number is 68% in Avast at least in the last reported numbers.
NortonLifeLock’s strategy is underpinned by the following ambitions: (i) make customers happy and double its net promoter score to over 70;
We embrace end-to-end customer experience and aim to continue to improve our Net Promoter Scores and overall customer satisfaction. • Leverage our global brands to drive growth: We will work to keep building our trusted brands in markets globally as we…
We have improved the overall customer satisfaction in the last 12 months and increase our net promoter score to over 45. We have put our customers first in everything we do.
We have improved our Net Promoter Score by five points to high 40s in the last 12 months. That strengthening engagement is also reflected in our retention rate, which is something we are particularly proud of.
Our Net Promoter Score continues to improve from low 40s last year to 49 this quarter, reflecting our focus on customer experience and providing peace of mind to our customers as they live their digital lives.
NortonLifeLock’s strategy is underpinned by the following ambitions: (i) make customers happy and double its net promoter score to over 70;
…team all the time, it's a balance between all those three drivers, but the number one metric is increasing the customer count, behind that is the marketing investment, it’s the net promoter scores and the customer satisfaction and we were driving that.
Genesis Rehab Services achieved a 'world-class' Net Promoter Score.
Genesis Healthcare achieves a 'World Class' Net Promoter Score.
We track our progress through Net Promoter Score which is one of the highest in our industry and expect that metric to trend higher. Second, renewal rates.
Retention disclosures (20)
Gen Digital's AI push aims to improve customer retention and monetization in its consumer cybersecurity strategy.
Retention rate: 78% (FY2025) — “our overall retention rate increased slightly year-over-year to 78%”
Retention rate (direct): 77.5% (Q3 2025) — “In Q3, our direct retention rate was approximately 77.5%”
Gen Digital reports customer retention and profitability improved in fiscal 2025 earnings.
Retention rate: 78% (Q1 2025) — “In Q1, our direct retention rate was nearly 78% improving year-over-year and progressing towards our goal of 80%”
Gen Digital's customer retention rate fell to approximately 75-77% post-Avast acquisition from NortonLifeLock's prior 85%.
Retention rate: 77% (Q3 2024) — “Turning to retention, our overall customer retention rate remained steady at 77%”
Gen Digital reported overall retention increased 200 basis points to 77%, driven by improved performance in Avast.
Gen Digital improved customer retention while beating estimated sales and growing revenue per user.
Retention rate (Cyber Safety Direct customer): 76% (FY2023) — “Annual retention rate … ”
Retention rate: 76% (Q4 2023) — “Our direct customer retention rate ended the year at 76% and our annual ARPU was nearly $87 as we exited fiscal year 2023”
Retention rate: 75% (Q3 2023) — “direct retention sequentially up and landing above 75%, with pockets of improvement in different cohorts”
Retention rate: 75% (Q2 2023) — “our aggregate retention rate is now 75%. This is an opportunity to cross-pollinate our operational know-how”
Retention rate (Consumer Direct (Desktop)): 85% (Q1 FY23) — “Retention Rate (Unit Based) 85% FY20 FY21 FY22 Q1 FY23”
Retention rate: 85% (Q3 2022) — “In Q3, it was slightly above 85%. If you exclude the first-year customers, retention is at 87%”
Retention rate: 85% (Q3 2021) — “Our customer retention rate remained stable at 85%.”
Retention rate: 85% (Q4 2020) — “For the whole year our retention rate was stable at 85%.”
Retention rate: 84.9% (Q1 2020) — “We reported last quarter a retention rate of 84.9% retention rates. They were flat and stable.”
Retention rate: 85% (Q1 2020) — “our retention rate is approximately 85% across the business.”
Retention rate (Consumer Digital Safety): 83% (FY2018) — “For fiscal year 2018, our annual retention rate was approximately 83%”
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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.