SAP Fieldglass
sap.com ↗In their words
“We continue to enjoy extremely high renewal rates. We're renewing around about 96% on a revenue base.”
“Reflecting year-to-date customer survey results, we are also adjusting our Net Promoter Score outlook range from plus 3% to plus 8%. Finally, let me just briefly share that we have made great progress with our acquired asset Taulia, adding to our core…”
“Looking at our non-financial metrics, in 2021, our customer net promoter score increased significantly, while employee engagement remained at a very high level overall, despite a modest decrease.”
Disclosed NPS over time
Every Net Promoter Score SAP Fieldglass has published, by date.
NPS disclosures (70)
SAP uses the following three key measures: Customer Net Promoter Score (NPS)
SAP's customer Net Promoter Score missed its 2025 target, though employee engagement improved.
In 2025, our Customer NPS decreased three points year over year to nine (2024: 12), which is below our target range of 12 to 16. Starting in 2026, we will revise our customer experience framework and replace the customer net promoter score with the…
In 2025, our Customer NPS decreased three points year over year to nine (2024: 12), which is below our target range of 12 to 16. Starting in 2026, we will revise our customer experience framework and replace the customer net promoter score with the…
4 /28 Quarterly Statement Q4 2025 Non-Financial Performance 2025 In 2025, our Customer NPS decreased 3 points year over year to 9 (2024: 12), which is below our target range of 12 to 16.
Customer Net Promoter Score fell 3 points to 9 in FY2025
The annual assessment of customer loyalty is based on a survey that includes the Customer Net Promoter Score (NPS) metric
Non-Financial Outlook 202 5 For 2025, SAP continues to expect: · A Customer Net Promoter Score of 12 to 16. · The Business Health Culture Index (BHCI) to be in a range of 80% to 82%. · The Employee Engagement Index to be in a range of 74% to 78%. · To…
For 2025, SAP continues to expect: – A Customer Net Promoter Score of 12 to 16 – The Employee Engagement Index to be in a range of 74% to 78% – To steadily decrease carbon emissions across the relevant value chain – The Business Health Culture Index to…
SAP adjusted non-financial KPIs to target Customer Net Promoter Score in the range of 12 to 16.
In 2024, our Customer NPS increased 3 points year over year to 12 (2023: 9), which is within our target range of 9 to 13. The increase was driven by growing customer satisfaction with SAP’s cloud solutions and the efficacy of our technical support…
In 2024, our Customer NPS increased 3 points year over year to 12 (2023: 9), which is within our target range of 9 to 13. The increase was driven by growing customer satisfaction with SAP’s cloud solutions and the efficacy of our technical support…
Non-Financial Performance 2024 Customer Net Promoter Score (NPS) increased 3 points year over year to 12 in 2024, at the upper end of the outlook range.
SAP's employee development programme achieved an exceptionally high Net Promoter Score of 92.
…Outlook 2024 In 2024, SAP continues to expect: · The Employee Engagement Index to be in a range of 70% to 74%. · A Customer Net Promoter Score of 9 to 13. · To steadily decrease carbon emissions across the relevant value chain, in line with our…
…A Customer Net Promoter Score of 9 to 13. • To steadily decrease carbon emissions across the relevant value chain, in line with our target of achieving Net Zero carbon emissions by 2030.
…A customer net promoter score of 9 to 13. • The employee engagement index in the range of 76% to 80%.
Our Customer Net Promoter Score (NPS) improved 2 points year over year to 9 in 2023, reflecting that customers are increasingly satisfied with our solutions.
In 2023, our Customer NPS increased 2 points year over year to 9 (2022: 7 14 ), which is within our target range of 8 to 12. The increase was driven by feedback regarding our comprehensive and robust SAP solutions, established value to customers’…
SAP announced Q4 and FY2023 results with customer net promoter score guidance in the range of 9 to 13.
4 /33 Non-Financial Performance 2023 Customer net promoter score (NPS) increased 2 points year over year to 9 in 2023 within the outlook range.
…a Customer Net Promoter Score of 8 to 12 2 . ● an Employee Engagement Index to be in a range of 76% to 80%. ●
In 2023, SAP continues to expect: · a Customer Net Promoter Score of 8 to 12 2 . · an Employee Engagement Index to be in a range of 76% to 80%. · Net carbon emissions of 0kt, meaning the Company will be carbon neutral in its own operations.
SAP's Net Promoter Score of 3 is characterized as a disaster for the ERP provider.
In 2023, for continuing operations SAP continues to expect: · a Customer Net Promoter Score of 8 to 12 2 . · an Employee Engagement Index to be in a range of 76% to 80%. · Net carbon emissions of 0kt, meaning the Company will be carbon neutral in its…
Customer Net Promoter Score (NPS) decreased 7 points year over year to 3 in 2022, hitting the lower end of the revised outlook range. SAP’s Employee Engagement Index decreased 3 percentage points to 80%, a continued high level of engagement at the low…
Measures to Manage Our Non-Financial Performance In 2022, we used customer net promoter score, employee engagement index and net carbon emissions as our key measures to manage our non-financial performance.
Non-Financial Performance 2022 Customer Net Promoter Score (NPS) decreased 7 points year over year to 3 in 2022, achieving the lower end of the revised outlook range.
…Customer Net Promoter Score of 3 to 8 (2021: 10) after reviewing the year-to-date survey results. The previous range was 11 to 15. ●
Reflecting year-to-date customer survey results, we are also adjusting our Net Promoter Score outlook range from plus 3% to plus 8%. Finally, let me just briefly share that we have made great progress with our acquired asset Taulia, adding to our core…
7 /31 In 2022, SAP continues to expect: ■ a Customer Net Promoter Score of 11 to 15 (2021: 10) ■ Net carbon emissions of 70 kt (2021: 110 kt) Ambition 2025 SAP reiterates its mid-term ambition published in its Q3 2020 Quarterly Statement including the…
In 2022, SAP continues to expect: – A Customer Net Promoter Score of 11 to 15 (2021: 10) – Net carbon emissions of 70 kt (2021: 110 kt) For a detailed description of our non-financial goals for 2022 and ambitions for 2025, see our Integrated Report 2021 .
…(non-IFRS) +4pp to +6pp +3pp to +5pp Ambition for Non-Financial Performance In 2022, SAP continues to expect: ■ a Customer Net Promoter Score of 11 to 15 (2021: 10) ■ an Employee Engagement Index in a range of 84% to 86% (2021: 83%) ■ Net carbon…
…(in %) 81 80 1 Leadership Trust Index (LTI, as NPS) 67 62 8 Employee retention (in %) 92.8 95.3 –3 Customer Customer Net Promoter Score 10 4 >100 Environment Net carbon emissions 4 (in kilotons) 110 135 –19 Total energy consumption 5 (in GWh) 941 879 7…
…performance in the areas of customer loyalty, employee engagement, leadership trust, and carbon emissions: Customer Net Promoter Score (Customer NPS): In 2021, we continued to harmonize the Customer Loyalty Survey program where Customer NPS is…
Non-Financial Performance 2021 Customer Net Promoter Score (NPS) increased 6 points year over year to 10 in 2021, hitting the upper end of the outlook range.
Looking at our non-financial metrics, in 2021, our customer net promoter score increased significantly, while employee engagement remained at a very high level overall, despite a modest decrease.
In 2021 SAP continues to aim for: · a Customer Net Promoter Score of 5 to 10 (2020: 4) · an Employee Engagement Index in a range of 84% to 86% (2020: 86%) · Carbon emissions in a range of 90 to 110 kt (2020: 135 kt) SAP Quarterly Statement Q 3 2021 6…
…growth -3pp to -1pp -5pp to -3pp Cloud and software revenue growth -2pp to 0pp -4pp to -2pp Operating profit growth -3pp to -1pp -4pp to -2pp SAP is focusing on three non-financial indicators: customer loyalty, employee engagement, and carbon emissions.
SAP's Net Promoter Score has returned above zero after years of decline.
SAP continues to aim for: · a Customer Net Promoter Score of 5 to 10 in 2021, · an Employee Engagement Index in a range of 84% to 86%, and · net greenhouse gas emissions of 145 kt in 2021.
A renewed focus on putting our customers first led to a strong 10-point increase in the Customer Net Promoter Score. The Employee Engagement Index increased a further three percentage points to a record high.
In 2020, our Customer NPS increased 10 points year over year to 4 (2019: –6), strongly exceeding our target of –3 to –1. Using Qualtrics technology has enabled us to listen more closely to our customers and take action on the things that matter to them.
Customer Net Promoter Score (NPS) increased ten points year-on-year to +4 in 2020, exceeding the outlook. This strong positive result reverses a four-year downward trend and is a result of the Company’s focus on implementing customer feedback,…
Christiaan already spoke about our strong increase in customer Net Promoter Score. Our employee engagement index increased by 3 percentage points to a record 86%.
…the following performance measures, which are important in terms of SAP’s long-term, sustainable performance: the Customer Net Promoter score, which measures the satisfaction of SAP customers, the Employee Engagement Index, which reflects employees’…
SAP customer satisfaction at all-time low, indicated by negative Net Promoter Score for the first time.
…billion to €29.7 billion Profitability Operating profit €8.21 billion €8.9 billion to €9.3 billion Customer Loyalty Customer Net Promoter Score –6.0 Increase by three to five points Employee Engagement Employee Engagement Index 83% 84% to 86% Carbon…
…to manage our non-financial performance in the areas of customer loyalty, employee engagement, and leadership trust: Customer Net Promoter Score (Customer NPS): This score measures the willingness of our customers to recommend or promote SAP to others.
SAP experienced a catastrophic Net Promoter Score decline with fewer people recommending the company.
…(in %) 78 79 –1 Leadership Trust Index (LTI, in %) 60 61 –2 Employee retention (in %) 93.9 94.6 –1 Customer Customer Net Promoter Score 4) (in %) –5.0 17.8 –128 Environment Net Greenhouse gas emissions (in kilotons) 310 325 –5 Total energy consumption…
Because the percentage of customers who rated us 9 or 10 is slightly smaller than the percentage of customers who rated us 6 or below our Customer NPS for 2018 is –5.0 (2017: +17.8).
…Index (in %) 79 78 0 Leadership Trust Index (LTI, in %) 61 57 7 Employee retention (in %) 94.6 93.7 0 Customer Customer Net Promoter Score (in %) 17.8 19.2 –7 Environment Net Greenhouse gas emissions (in kilotons) 325 380 –14 Total energy…
In 2017, our combined on-premise and cloud Customer Net Promoter Score (Customer NPS) was +17.8% (2016: +19.2%). We completed the elimination of differences in the survey approach that existed in one of our acquired entities (where a year-over-year NPS…
In 2016, our combined on-premise and cloud Customer Net Promoter Score (Customer NPS) was 19.2% (2015: 22.4%). As we further harmonize processes in acquired entities, the customer segments used for customer surveys has not yet been completely harmonized…
For 2016, we aim to achieve a Customer NPS of 25% (2015: 22.4%). Medium-Term Prospects We did not change our medium-term prospects in the first half of 2016.
…Health Culture Index 4) (as a percentage) 75 72 4 Employee retention (as a percentage) 91.8 93.5 -2 Customer Customer Net Promoter Score 5) (as a percentage) 22.4 19.1 17 Environment Net Greenhouse gas emissions (in kilotons) 455 500 -9…
In 2015, our combined on-premise and cloud Customer NPS is 22.4% (2014: 19.1%). Due to changes in sampling, resulting from ongoing efforts to implement the survey process holistically in recently acquired entities, the 2015 score is not fully comparable…
For 2015, we aim to achieve a combined (on-premise and cloud) NPS score of 24%. Medium-Term Prospects Our medium-term prospects as discussed in our 2014 Integrated Report and our 2014 Annual Report on Form 20-F did not change in the first nine months of…
For 2015, we aim to achieve a combined (on-premise and cloud) NPS score of 24%. Medium-Term Prospects Our medium-term prospects as discussed in our 2014 Integrated Report and our 2014 Annual Report on Form 20-F did not change in the first six months of…
For 2015, we aim to achieve a combined NPS score of 24%. Medium-Term Prospects Our medium-term prospects as discussed in our 2014 Integrated Report and our 2014 Annual Report on Form 20-F did not change in the first three months of 2015.
In 2014, we achieved a global Customer NPS of 19.1% (2013: 12.1%). This very positive score exceeded our 2014 target of 16%.
In 2014, we achieved a global Customer NPS of 19.1% (2013: 12.1%). This very positive score exceeded our 2014 target of 16%.
We measure this customer loyalty metric using the Net Promoter Score (NPS). For 2014, we have set a target for increasing the NPS by four percentage points (2013: 12.1%).
We measure this customer loyalty metric using the Net Promoter Score (NPS). For 2014, we have set a target for increasing the NPS by four percentage points (2013: 12.1%).
We measure this customer loyalty metric using the Net Promoter Score (NPS). For 2014, we have set a target for increasing the NPS by four percentage points (2013: 12.1%).
In 2013, our NPS increased by 3.2 percentage points to 12.1%, compared with 8.9% in 2012. The increase achieved in 2013 showed us that we are on the right track even though we had predicted an increase of eight percentage points at the beginning of the…
For 2014, we have set a target for increasing the NPS by four percentage points (2013: 12.1%). SAP’s vision to help the world run better and improve people’s lives comes to life in product innovation that drives business value for our 71 Part I Item 5…
…share-based compensation 1) 110 107 3 Employee engagement in % 79 77 3 Business Health Culture Index in % 66 65 2 Women in % 1) 30 30 0 Female managers in % 2) 19.4 18.7 4 Employee retention in % 1) 94 93 1 Customer Net Promoter Score 3) 8.9 n.a. n.a.
We measure customer loyalty with the Net Promoter Score (NPS). For 2013, we have set a target for increasing the NPS by 8 percentage points (2012: 8.9%).
Retention disclosures (20)
SAP announces Advanced Success Plan for CX focused on customer retention over acquisition for utilities customers.
SAP emphasizes customer retention over acquisition in its Advanced Success Plan for utilities customers.
SAP's Advanced Success Plan for CX emphasizes customer retention over acquisition for utilities customers.
SAP's Advanced Success Plan helps operationalize retention strategies, churn prediction, intelligent engagement, and proactive service.
SAP Engagement Index UK report reveals that disconnected customer experiences are directly impacting client retention and revenue.
SAP announced new AI-powered customer experience innovations designed to unify data and drive customer loyalty and profitable growth.
SAP faces customer retention challenges as enterprises demand pricing transparency and greater value.
SAP and Gainsight integrate customer success experience into SAP Sales Cloud to drive customer loyalty and retention.
SAP Intelligent CX with Gainsight aims to improve customer loyalty and retention through standardized customer success practices.
SAP Fieldglass, a vendor management system founded in 1999, boasts a 99% customer retention rate.
Retention rate: 96% (Q4 2019) — “We continue to enjoy extremely high renewal rates. We're renewing around about 96% on a revenue base.”
SAP launches its first Asian startup incubator in Japan, noting that engagement helps improve customer retention.
SAP partner program will reward partners for keeping customers retained and happy.
AI company Totango lands $30m SAP deal; Totango's Customer Success system to be installed in SAP's customer retention systems worldwide.
SAP's Qualtrics integration addresses customer retention and support escalation management.
SAP Marketing Cloud introduced smart capabilities to help companies increase customer retention.
SAP Fieldglass maintains an extraordinary 99% customer retention rate through its user experience program and startup mentality.
SAP Fieldglass, recognized by Gartner as a Procure-to-Pay leader, maintains a 99% customer retention rate and operates in 180+ countries.
SAP Customer Data Cloud designed to help organisations increase customer retention and boost brand value.
SAP Customer Data Cloud helps organizations increase customer retention and boost brand loyalty.
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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.