Rollins, Inc.
rollins.com ↗In their words
“Have moved their residential retention by 5 percentage points. That's big movement over a few year period”
“With residential, retention rates well into the '80s and commercial in the high 80”
“95% retention rate for our mosquito customers, so once people have a need and they see the service”
NPS disclosures (1)
These are creative type of benefits that we have by having such a strong recurring customer base with good relationships, high net promoter scores, customers that trust us, trust our brands, and that's what really drives the business.
Retention disclosures (9)
Retention rate (Fox Pest Control residential): 5% (3 years) — “have moved their residential retention by 5 percentage points. That's big movement over a few year period”
Rollins CEO highlighted strong customer retention, improved close rates, and net customer gains as evidence of stable underlying demand.
Rollins management reported stable customer retention with flagship brand Orkin achieving its best net customer gains since COVID.
Rollins Inc expects continued improvement in customer retention through enhanced field customer service measures during Q3 2019.
Rollins achieved major improvements in both employee and customer retention in the first quarter.
Rollins, Inc. is benefiting from strong technician and customer retention, driving healthy organic revenue growth.
Retention rate (residential): 80% (Q2 2018) — “with residential, retention rates well into the '80s and commercial in the high 80”
Retention rate (mosquito customers): 95% (Q2 2017) — “95% retention rate for our mosquito customers, so once people have a need and they see the service”
Retention rate: 85% (Q4 2016) — “Our objective is to have over 85% positive promoter's scores and retention of customers for all of our brands”
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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.