KE Holdings Inc.
ke.com ↗In their words
“Tenant renewal rate hit 56%, up 1 percentage point year-over-year”
“Owner renewal rate hit 74%, up 4 percentage points”
“In-home attrition rate dropped to 2.9% in Q1, down 6% sequentially and 38% year-over-year”
NPS disclosures (1)
Meanwhile, we strive to consistently enhance customer satisfaction through ‘construction butler service’, smart construction site, customer NPS management and compensation measures.
Retention disclosures (12)
Retention rate (Tenant): 56% (Q2 2026) — “tenant renewal rate hit 56%, up 1 percentage point year-over-year”
Retention rate (Owner): 74% (Q2 2026) — “owner renewal rate hit 74%, up 4 percentage points”
Churn (in-home agents): 2.9% (Q1 2025) — “in-home attrition rate dropped to 2.9% in Q1, down 6% sequentially and 38% year-over-year”
Retention rate (newly connected stores): 94% (6-month, H1 2024) — “6-month retention rate for newly connected stores in first half of 2024 was 94%”
Retention rate (tenants (Carefree Rent)): 54.4% (FY2024) — “2024 tenant renewal rate to 54.4%, a 2 percentage point increase year-over-year”
Retention rate (tenants (Carefree Rent)): 52% (Q3 2024) — “lease renewal rate was around 52%, compared to 48% in the same period last year”
Retention rate (newly signed stores): 93% (6-month, H1 2024) — “six-month retention rate of 93% for these new stores”
Retention rate (newly connected stores): 98% (90-day, Q1 2024) — “90-day retention rate of those newly connected stores remained at a high level of around 98%”
Churn (agents): 21% (FY2023) — “the agent churn rate decreased by 21%.”
Churn (stores (Lianjia)): 34% (FY2023) — “the store and agent productivity on Beike platform improved subsequently -- very well...The store churn rate decreased by 34 percentage points”
Churn (Lianjia stores/agents): 5.6% (Q2 2022) — “Normally Lianjia stores agent churn rate fell to only 5.6% in June, significantly better than the industry average of over 12%”
Churn (Lianjia agents (Beijing and Shanghai)): 1% (Q2 2022) — “churn rate for Lianjia agents dropping to just 1% to 3% in Beijing and Shanghai.”
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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.