Rent the Runway
renttherunway.com ↗In their words
“18% reduction in churn for those who answered our call”
“27% reduction in first month churn when subscribers talk to stylists”
“Inventory churn is down 20% versus the same quarter last year”
NPS disclosures (8)
• Record levels of Customer Satisfaction: Achieved 39% year-over-year growth in Subscription Net Promoter Score for fiscal year 2025, which has more than tripled since 2022 •
Rent the Runway's NPS improvements reflect a multiyear rebuild of customer trust and return to positive net revenue.
Q2 average subscription net promoter score was up 77% versus the prior year. • Increased revenue share units and launched new exclusive brand collaborations : Revenue share units from existing revenue share partners are up 40% YoY, and total revenue…
Rent the Runway achieved improved customer loyalty and Net Promoter Score as part of its growth strategy.
Our Q1 '24 loyalty rate was at the highest levels in over 2.5 years, and we maintained strong subscription and total Net Promoter Scores. It makes sense that due to the year-over-year improvements we've driven in inventory depth and in-stock rates that…
…inventory in-stock rates through our depth strategy, which significantly improved the customer experience, led to a 20 point increase in Subscription Net Promoter scores from Q2 '23 to Q4 '23 and increased customer loyalty by 10% in Q4 '23 versus Q4…
Q3 In-stock rate was 1400bps higher than 1H2023 and 1200bps higher than Q3 2022, which has contributed to the highest NPS scores we have seen since pre-COVID.
And then bigger picture, Net Promoter Score was a topic we talked about through the IPO process. Can you speak to trends in the NPS score from the subscription consumer today?
Retention disclosures (11)
Rent the Runway reported improved customer retention despite August price increases, according to company leadership.
Rent the Runway raises subscription prices; company reports improved customer momentum and loyalty.
Rent the Runway achieved strongest quarterly customer retention in four years and returned to subscriber growth with over 147,000 active subscribers.
Churn (RTR Concierge callers): 18% (Q1 2026) — “18% reduction in churn for those who answered our call”
Churn (new and rejoining customers): 34% (Q1 2026) — “60-day customer promise leads to a 34% reduction in churn”
Churn (first-month, stylists users): 27% (Q1 2026) — “27% reduction in first month churn when subscribers talk to stylists”
Churn (inventory churn): 20% (Q1 2024) — “inventory churn is down 20% versus the same quarter last year”
Rent the Runway reports that customer retention has improved to its highest level in several years as customers purchase more inventory.
Churn (inventory-related churn): 35% (Q4 2023) — “Inventory churn rate decreased by 35% in Q4 2023 relative to Q1 through Q3 2023”
Churn: 10% (Q4 2023) — “10% improvement year over year in churn”
Churn: 40% (6 months to October 2023) — “inventory as a reason for churn has gone down by 40% over the past six months”
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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.