NPS Intelligence (beta)

The lending product in Singapore that we've launched is called Flexi loan. It has a market-leading NPS score.

However, the key operating measures, just to share with you that we are tracking during this period are Net Promoter Score and other engagement measures around the transaction pattern.

The other thing that we're very focused on is our Net Promoter Score. So we want customers to have a propensity to want to buy new services from Grab and so we're very focused on keeping that on the increasing trend.

Grab's Net Promoter Scores had tanked but the company, led by Cheryl Goh, focused on fundamentals to rebuild trust and improve the metric.

Grab Holdings reports higher customer retention, with subscriber retention 2 times higher than non-subscribers.

Grab's CPO states that genAI use increases customer retention significantly, with applications extending beyond transport to menu translation.

Retention rate (driver partners with loans): 150% (Q3 2023) — “driver partners who take on a loan with us also recorded 1.5 times higher retention compared to drivers without a loan”

Retention rate (GrabUnlimited subscribers): 200% (H1 2023) — “GrabUnlimited subscribers also had average retention rates that were approximately 2 times higher than non-subscribers over the first half”

Retention rate (active driver partners): 90% (Q2 2023) — “quarterly retention rates of our active driver partners is healthy at 90%”

Retention rate (GrabPay users vs cash users): 150% (Q2 2022) — “one year retention rates for GrabPay users were 1.5 times higher than cash users”