International Business Machines Corporation
ibm.com ↗In their words
“Renewals have been strong this quarter with our NRR up well over 100% and up 6 points over last year”
“Net revenue retention (Red Hat, OpenShift, Ansible core subscription businesses): 110% (Q3 2023) — “110%-plus NRR on that renewal rate of that business”
“Flywheel effect of NRR going well north of 100%”
Disclosed NPS over time
Every Net Promoter Score International Business Machines Corporation has published, by date.
NPS disclosures (18)
IBM's AskHR platform significantly improved its internal Net Promoter Score from -35 to +74.
…cash flow growth, but I want to also be clear, revenue growth has -- which manifests itself in client satisfaction, higher NPS from our clients, better consumption of both software and consulting from our clients, which allows them to consume more and…
IBM's CEO Krishna noted improved client NPS in the last four quarters as evidence of improved growth.
…speed to value through an iterative process 400 New clients in 1H’21 alone 4,000+ Active garage engagements in 2021 82 Client NPS 38 Co-Create Enterprise Design Thinking and agile skills and knowledge transfer Bring together the right people and…
IBM has a Net Promoter Score of 27, which new CMO Carla Piñeyro Sublett will build on.
IBM appoints new CMO to oversee client feedback through Net Promoter Score.
…as our innovative Dynamic Delivery model, have resulted in improved delivery quality, which are reflected in our net promoter scores and our gross margin expansion. Systems Segment Turning to Systems, revenue was down 19 percent, driven by…
As we apply the Dynamic Delivery principles across our client base, in the third quarter we delivered more than 90 percent of our services remotely, while maintaining stable quality and increasing Net Promoter Score. Looking at the profit dynamics,…
So, while we have always selected on high value, and to your point on clients, we measure our net promoter score or NPS, which I think is widely regarded as being one of the best metrics of how clients value what they’re getting from you.
…objectives, which included delivering a second year of revenue growth at constant currency excluding divestitures*, achieving top tier customer satisfaction (net promoter score) levels, and transforming IBM’s portfolio for sustainable performance in…
IBM research shows employees using Mac have higher net promoter scores and greater satisfaction compared to Windows users.
IBM research shows Mac-using employees have a higher Net Promoter Score (47.5) compared to Windows users (15).
IBM Global Business Services improved its Net Promoter Score by 16 points as a key indicator of client satisfaction and loyalty.
IBM's Net Promoter Score for its Global Print Solution increased from 25 to 50, demonstrating improved customer-centric approach.
IBM implemented a Global NPS (Net Promoter Score) solution propagated across its Global Partner Ecosystem.
IBM CMO Michelle Peluso stated the company has instrumented all offerings to collect Net Promoter Score feedback and relentlessly optimizes the customer journey.
IBM implemented internal net promoter scores for clients to better gauge customer satisfaction as part of its broader business transformation.
IBM measures employee experience offerings' effectiveness via Net Promoter Scores, a more accurate measure than previously used five-point satisfaction scale.
Retention disclosures (11)
IBM's net revenue retention has exceeded 130% since an acquisition closed, indicating strong customer expansion.
IBM highlights how faster AI-powered customer service responses improve customer loyalty and retention.
IBM promotes enterprise generative AI approach with guidance on creating effective customer retention strategies.
Net revenue retention (Red Hat/renewals): 100% (Q4 2023) — “Renewals have been strong this quarter with our NRR up well over 100% and up 6 points over last year”
Net revenue retention (Transaction Processing): 107% (Q3 2023) — “getting great NRR of 7 points versus history”
Net revenue retention (Red Hat, OpenShift, Ansible core subscription businesses): 110% (Q3 2023) — “110%-plus NRR on that renewal rate of that business”
Net revenue retention (Software): 100% (Q1 2023) — “flywheel effect of NRR going well north of 100%”
Net revenue retention (Software): 100% (Q3 2021) — “NRR north of 100% again for the third consecutive quarter”
IBM Customer Success Managers drive adoption, expansion, retention and advocacy of products with customers.
Net revenue retention (Cloud Paks): 100% (Q2 2021) — “Our Cloud Paks on NRR, net revenue renewal were north of 100%”
IBM study shows consumers demand data security to ensure long-term business success and customer retention.
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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.