Servicemaster Co
servicemaster.com ↗In their words
“We are pleased that these productivity gains have favorably impacted customer satisfaction as Net Promoter Scores improved year-over-year in the second quarter.”
“Despite improvements in customer retention and Net Promoter Scores, the last 2 weeks of March fell off considerably with work order postponements from customers and a decline in new unit sales.”
“And I am really pleased that this is -- month after month after month, we continue to see improving, not only improving NPS scores, but finally resulting in good retention improvements.”
NPS disclosures (34)
…The steps we undertook to enhance the customer experience across the Terminix business drove our results of improving customer retention, reducing daily cancellation rates and garnering higher net promoter scores (NPS). •
…The steps we undertook to enhance the customer experience across the Terminix business drove our results of improving customer retention, reducing daily cancellation rates and garnering higher net promoter scores (NPS). •
We are pleased that these productivity gains have favorably impacted customer satisfaction as Net Promoter Scores improved year-over-year in the second quarter.
Despite improvements in customer retention and Net Promoter Scores, the last 2 weeks of March fell off considerably with work order postponements from customers and a decline in new unit sales.
• Improved the customer experience across the Terminix business by improving customer retention, reducing daily cancellation rates and improving net promoter scores (NPS).
ServiceMaster announced solid full-year gains in Terminix's net promoter scores and customer retention in 2019 results.
…Growth of 9 Percent · Terminix revenue increased 9 percent year-over-year, including 2.6 percent organically · Terminix retention, cancel rates, and net promoter score improved across all revenue channels (#) · Terminix completes analysis of…
“We have systematically improved our NPS scores, customer retention and are steadily gaining traction in driving organic growth. We have embarked on a bold journey to implement a powerful Salesforce information systems platform, are rolling out our…
“We are improving our service levels across all of our businesses, which has resulted in continued stronger retention rates, net promoter scores, customer satisfaction and ultimately organic growth.
“We drove higher NPS scores, improved safety and customer retention and remain confident that we have significant potential to further improve our operational excellence by continuing our culture transformation and driving an improved customer…
And I am really pleased that this is -- month after month after month, we continue to see improving, not only improving NPS scores, but finally resulting in good retention improvements.
The Quality Assurance Program for national accounts customers has been a key driver of improvement and as a result NPS scores are up 20% year-over-year and customer retention is at three-year highs.
…Customer count as measured by the change in the total customer count for Terminix, improvement in the customer count for AHS and the Net Promoter Score for Merry Maids.
So that level of work, and we've already started seeing the translation of that in better service, better feedback from customers, higher NPS scores and even leveling off of some retention losses that we've had in some branches, and actually, an uptick…
ServiceMaster reported that initiatives to improve customer experience are increasing Net Promoter Scores.
…cleaner, healthier, safer environments for our customers wherever they are — at home, at work, or at play — and the initiatives we took this year are improving the customer experience and increasing Net Promoter Scores.” “We will continue to make the…
Year-over-year trailing 12-month NPS rates are up 11% in pest and 14% in termite. This is the third consecutive quarter of improvement in NPS scores.
The changes we made to improve compensation plans for our technicians continue to pay dividends as evidenced by NPS scores up again year-over-year this quarter 5% in pest and 9% in termite.
In addition, we continued to make progress on the Terminix transformation across our branches, enabling route technicians to deliver exceptional customer experience as evidenced by continued improvement in net promoter scores.
…Customer retention as measured by the improvement in the total customer retention rate for Terminix, improvement in the first year renewal rate for AHS and the Net Promoter Score for Merry Maids.
We are beginning to see the benefits of this transformation through the increase in the net promoter scores submitted by our customers. While we know it takes time for these initiatives to impact the business, we are excited by the strong customer…
Although we have much more to do, we have seen significant improvement in customer engagement and service as evidenced by the higher net promoter scores and it realized significant growth in new sales during 2017.
Early returns are showing much improved net promoter scores and reduced cancel rates for customers served to the new platform. As we complete the nationwide rollout in early May, we expect to see continued evidence that the ServSmart strategy is helping…
…of these other changes we - we don't want to make changes that would disrupt anything that we have put in place so we have a couple different approaches that we're trying on the technician pay plan that basically are focused on supporting the idea of…
…brands with leading market positions in their respective categories · Attractive value proposition to franchisees · Exceptional focus on customer service evidenced by strong net promoter scores ( “ NPS ” ) · Infrastructure and scale supporting our…
…Exceptional focus on customer service evidenced by strong net promoter scores, or "NPS" • Infrastructure and scale supporting our ability to service national accounts •
…Exceptional focus on customer service evidenced by strong net promoter scores, or "NPS" • Infrastructure and scale supporting our ability to service national accounts •
…brands with leading market positions in their respective categories · Attractive value proposition to franchisees · Exceptional focus on customer service evidenced by strong net promoter scores (“NPS”) · Infrastructure and scale supporting our ability…
…Exceptional focus on customer service evidenced by strong net promoter scores, or "NPS" • Infrastructure and scale supporting our ability to service national accounts •
…Exceptional focus on customer service evidenced by strong net promoter scores, or "NPS" • Infrastructure and scale supporting our ability to service national accounts •
…Exceptional focus on customer service evidenced by strong net promoter scores, or "NPS" • Infrastructure and scale supporting our ability to service national accounts •
…Exceptional focus on customer service evidenced by strong net promoter scores, or "NPS" • Infrastructure and scale supporting our ability to service national accounts •
…Exceptional focus on customer service evidenced by strong net promoter scores, or "NPS" • Infrastructure and scale supporting our ability to service national accounts •
…Exceptional focus on customer service evidenced by strong net promoter scores, or "NPS" • Infrastructure and scale supporting our ability to service national accounts •
Retention disclosures (262)
Terminix reports improved trailing 12-month customer retention rates in Q3 results.
Terminix reports trailing 12-month retention improvements as a key growth avenue in Q2 2021.
Terminix investing in systems to improve customer retention and customer experience across all touchpoints.
Terminix reports improved customer retention in 2020, with daily cancel rates down 9% in Q4 in the residential pest service line.
Terminix reports focus on bettering customer retention rates as part of operational improvements.
Terminix is making progress on initiatives to improve teammate and customer retention.
ServiceMaster completes $1.5B sale of Brands segment to become Terminix; improved customer service expected to drive higher customer retention.
ServiceMaster reported a 15% improvement in daily cancel rates for its Terminix division in Q2 2020.
ServiceMaster identified improved customer retention as one of four strategic priorities for 2020.
RBC upgrades ServiceMaster Global on improving customer retention.
RBC upgrades ServiceMaster Global on improving customer retention as a positive business driver.
ServiceMaster reported 8% second-quarter revenue growth driven by improvements in customer retention.
ServiceMaster is divesting Terminix fumigation business and taking steps to increase customer retention through new sales channels.
ServiceMaster invests in Salesforce to increase customer retention and deliver exceptional customer experiences.
Retention rate (American Home Shield): 76% (Q3 2018) — “Customer Retention Rate 76% as of September 30, 2018”
ServiceMaster Global Holdings states it is improving customer retention rates across 50,000 daily customer experiences.
Retention rate: 75% (as of June 30, 2018) — “Our customer retention rate has steadily grown from 73 percent in 2007 to 75 percent as of June 30, 2018”
Retention rate (American Home Shield): 75% (FY2017) — “Customer Retention Rate 75% as of December 31, 2017”
Retention rate (American Home Shield): 75% (Q2 2017) — “Customer Retention Rate 75 % as of June 30, 2017”
Retention rate (American Home Shield): 76% (FY2016) — “Customer Retention Rate 76 % as of December 31, 2016”
Retention rate (American Home Shield): 76% (Q2 2016) — “Customer Retention Rate 76% as of June 30, 2016”
Retention rate (American Home Shield): 75% (As of December 31, 2015) — “Customer Retention Rate 75%”
Retention rate (Terminix Termite and Other Services): 85% (As of December 31, 2015) — “Termite and Other Services Customer Retention Rate 85%”
Retention rate (Terminix Pest Control): 79% (As of December 31, 2015) — “Pest Control Customer Retention Rate 79%”
Retention rate (Terminix Termite and Other Services): 85% (Q3 2015) — “Termite and Other Services Customer Retention Rate 85%”
Retention rate (Terminix Pest Control): 79% (Q3 2015) — “Pest Control Customer Retention Rate 79%”
Retention rate (American Home Shield): 75.2% (Q2 2015) — “American Home Shield Customer Retention Rate 75.2%”
Retention rate (Terminix - Termite and Other Services): 85.4% (Q2 2015) — “Termite and Other Services Customer Retention Rate 85.4%”
Retention rate (Terminix - Pest Control): 79.3% (Q2 2015) — “Pest Control Customer Retention Rate 79.3%”
Retention rate (Terminix Termite and Other Services): 84.7% (Q1 2015) — “Termite and Other Services Customer Retention Rate 84.7%”
Retention rate (Terminix Termite): 84.7% (Q1 2015) — “Termite Customer Retention Rate 84.7 %”
Retention rate (Terminix Pest Control): 79.2% (Q1 2015) — “Pest Control Customer Retention Rate 79.2 %”
Retention rate (Terminix pest control): 79% (December 31, 2014) — “our pest control customer retention rate was 79%”
Retention rate (Terminix termite and other services): 85% (December 31, 2014) — “our customer retention rate for termite and other services was 85%”
Retention rate (Terminix - Pest control): 79% (FY2014) — “our pest control customer retention rate was 79 percent, and in our American Home Shield segment, our customer retention rate was 75 percent.”
Retention rate (Terminix - Termite and other services): 85% (FY2014) — “As of December 31, 2014, in Terminix, our customer retention rate for termite and other services was 85 percent”
Retention rate (American Home Shield): 74.9% (FY2014) — “American Home Shield Customer Retention Rate 74.9 %”
Retention rate (Terminix Termite): 84.5% (FY2014) — “Termite Customer Retention Rate 84.5 %”
Retention rate (Terminix Pest Control): 79.5% (FY2014) — “Pest Control Customer Retention Rate 79.5 %”
Retention rate (American Home Shield): 75% (September 30, 2014) — “our American Home Shield segment customer retention rate was 74% and 75%, respectively”
Retention rate (Terminix pest control): 80% (September 30, 2014) — “our Terminix pest control customer retention rate was 79% and 80%, respectively”
Retention rate (Terminix termite): 85% (September 30, 2014) — “our Terminix termite customer retention rate was 85% and 85%, respectively”
Retention rate (Terminix - Termite): 84.7% (Q3 2014) — “Termite Customer Retention Rate 84.7 % as of September 30, 2014”
Retention rate (Terminix - Pest Control): 80.2% (Q3 2014) — “Pest Control Customer Retention Rate 80.2 % as of September 30, 2014”
Retention rate (American Home Shield): 75.4% (Q3 2014) — “Customer Retention Rate 75.4 %”
Retention rate (American Home Shield): 75.5% (Q2 2014) — “American Home Shield Customer Retention Rate 75.5 % as of June 30, 2014”
Retention rate (Terminix - Termite): 84.8% (Q2 2014) — “Termite Customer Retention Rate 84.8 % as of June 30, 2014”
Retention rate (Terminix - Pest Control): 79.9% (Q2 2014) — “Pest Control Customer Retention Rate 79.9 % as of June 30, 2014”
Retention rate (American Home Shield): 74% (FY2013) — “In 2013, our retention rate was 74%”
Retention rate (American Home Shield): 75.9% (Q1 2014) — “American Home Shield Customer Retention Rate 75.9 % as of March 31, 2014”
Retention rate (Terminix - Termite): 84.9% (Q1 2014) — “Termite Customer Retention Rate 84.9 % as of March 31, 2014”
Retention rate (Terminix - Pest Control): 79.1% (Q1 2014) — “Pest Control Customer Retention Rate 79.1 % as of March 31, 2014”
Retention rate (American Home Shield): 73% (FY2013) — “In 2013, our retention rate was 73%”
Retention rate (Terminix - pest control): 79% (FY2013) — “In 2013, within our Terminix segment, customer retention rates for our termite and pest control businesses were 85% and 79%, respectively”
Retention rate (Terminix - termite): 85% (FY2013) — “In 2013, within our Terminix segment, customer retention rates for our termite and pest control businesses were 85% and 79%, respectively”
Retention rate (American Home Shield): 72.8% (FY2013) — “Customer Retention Rate 72.8 % as of December 31, 2013”
Retention rate (TruGreen): 65.4% (FY2013) — “Customer Retention Rate 65.4 % as of December 31, 2013”
Retention rate (Terminix Termite): 85.1% (FY2013) — “Termite Customer Retention Rate 85.1 % as of December 31, 2013”
Retention rate (Terminix Pest Control): 79.3% (FY2013) — “Pest Control Customer Retention Rate 79.3 % as of December 31, 2013”
Retention rate (American Home Shield): 73.3% (Q3 2013) — “Customer Retention Rate 73.3 % as of September 30, 2013”
Retention rate (TruGreen): 66.9% (Q3 2013) — “Customer Retention Rate 66.9 % as of September 30, 2013”
Retention rate (Terminix - Termite): 85.3% (Q3 2013) — “Termite Customer Retention Rate 85.3 % as of September 30, 2013”
Retention rate (Terminix - Pest Control): 79.4% (Q3 2013) — “Pest Control Customer Retention Rate 79.4 % as of September 30, 2013”
Retention rate (American Home Shield): 74% (Q2 2013) — “Customer Retention Rate 74.0 % 74.6 %”
Retention rate (TruGreen): 70.6% (Q2 2013) — “Customer Retention Rate 70.6 % 67.4 %”
Retention rate (American Home Shield): 73.9% (Q1 2013) — “Customer Retention Rate 73.9%”
Retention rate (TruGreen): 69.9% (Q1 2013) — “Customer Retention Rate 69.9%”
Retention rate (Terminix Termite): 85.4% (Q1 2013) — “Termite Customer Retention Rate 85.4%”
Retention rate (Terminix Pest Control): 78.8% (Q1 2013) — “Pest Control Customer Retention Rate 78.8%”
Retention rate (American Home Shield): 73.7% (FY2012) — “Customer Retention Rate 73.7%”
Retention rate (TruGreen): 68.6% (FY2012) — “Customer Retention Rate 68.6%”
Retention rate (Terminix Termite): 85.6% (FY2012) — “Termite Customer Retention Rate 85.6%”
Retention rate (Terminix Pest Control): 79.3% (FY2012) — “Pest Control Customer Retention Rate 79.3%”
Retention rate (American Home Shield): 74.1% (Q3 2012) — “Customer Retention Rate(1) 74.1 % 74.5 %”
Retention rate (TruGreen): 68.4% (Q3 2012) — “Customer Retention Rate 68.4 % 67.8 %”
Retention rate (Terminix Termite): 85.9% (Q3 2012) — “Termite Customer Retention Rate 85.9 % 86.3 %”
Retention rate (Terminix Pest Control): 80% (Q3 2012) — “Pest Control Customer Retention Rate 80.0 % 80.5 %”
Retention rate (American Home Shield): 74.6% (Q2 2012) — “Customer Retention Rate(1) 74.6 % 72.9 %”
Retention rate (TruGreen): 67.4% (Q2 2012) — “Customer Retention Rate 67.4 % 67.2 %”
Retention rate (American Home Shield): 74.5% (Q1 2012) — “Customer Retention Rate(1) 74.5 % 72.9 %”
Retention rate (Terminix Pest Control): 80.1% (Q1 2012) — “Pest Control Customer Retention Rate 80.1 % 79.9 %”
Retention rate (TruGreen): 66.9% (Q1 2012) — “TruGreen — Customer Retention Rate 66.9 % 65.9 %”
Retention rate (American Home Shield): 75.1% (FY2011) — “American Home Shield— Customer Retention Rate(1) 75.1 % 73.0 %”
Retention rate (Terminix Termite): 86.1% (FY2011) — “Termite Customer Retention Rate 86.1 % 86.0 %”
Retention rate (Terminix Pest Control): 80.6% (FY2011) — “Pest Control Customer Retention Rate 80.6 % 79.9 %”
Retention rate (TruGreen): 66.7% (FY2011) — “TruGreen— Customer Retention Rate 66.7 % 66.0 %”
Retention rate (American Home Shield): 66.1% (FY2010) — “American Home Shield— Customer Retention Rate 66.1 % 63.8 %”
Retention rate (Terminix Termite): 86% (FY2010) — “Termite Customer Retention Rate 86.0 % 85.7 %”
Retention rate (Terminix Pest Control): 79.9% (FY2010) — “Pest Control Customer Retention Rate 79.9 % 78.5 %”
Retention rate (TruGreen LawnCare): 66% (FY2010) — “TruGreen LawnCare— Customer Retention Rate 66.0 % 68.1 %”
Retention rate (American Home Shield): 68.6% (Q3 2011) — “Customer Retention Rate 68.6 % [as of September 30, 2011]”
Retention rate (Terminix Pest Control): 80.5% (Q3 2011) — “Pest Control Customer Retention Rate 80.5 % [as of September 30, 2011]”
Retention rate (TruGreen): 67.8% (Q3 2011) — “Customer Retention Rate 67.8 % [as of September 30, 2011]”
Retention rate (American Home Shield): 66% (Q2 2011) — “American Home Shield Customer Retention Rate 66.0%”
Retention rate (Terminix Termite): 86.3% (Q2 2011) — “Termite Customer Retention Rate 86.3%”
Retention rate (Terminix Pest Control): 80.3% (Q2 2011) — “Pest Control Customer Retention Rate 80.3%”
Retention rate (TruGreen): 67.2% (Q2 2011) — “TruGreen Customer Retention Rate 67.2%”
Retention rate (American Home Shield): 66.2% (Q1 2011) — “American Home Shield Customer Retention Rate 66.2%”
Retention rate (Terminix Termite): 85.9% (Q1 2011) — “Termite Customer Retention Rate 85.9%”
Retention rate (TruGreen): 65.9% (Q1 2011) — “TruGreen Customer Retention Rate 65.9%”
Retention rate (American Home Shield): 66.1% (FY2010) — “Customer Retention Rate 66.1% [as of December 31, 2010]”
Retention rate (Terminix Termite): 86% (FY2010) — “Termite Customer Retention Rate 86.0% [as of December 31, 2010]”
Retention rate (Terminix Pest Control): 79.9% (FY2010) — “Pest Control Customer Retention Rate 79.9% [as of December 31, 2010]”
Retention rate (TruGreen LawnCare): 66% (FY2010) — “Customer Retention Rate 66.0% [as of December 31, 2010]”
Retention rate (American Home Shield): 66.3% (Q3 2010) — “American Home Shield Customer Retention Rate 66.3%”
Retention rate (Terminix Termite): 86% (Q3 2010) — “Termite Customer Retention Rate 86.0%”
Retention rate (Terminix Pest Control): 80.4% (Q3 2010) — “Pest Control Customer Retention Rate 80.4%”
Retention rate (TruGreen LawnCare): 69.5% (Q3 2010) — “TruGreen LawnCare Customer Retention Rate 69.5%”
Retention rate (American Home Shield): 65.6% (Q2 2010) — “American Home Shield Customer Retention Rate 65.6%”
Retention rate (Terminix Termite): 86.2% (Q2 2010) — “Termite Customer Retention Rate 86.2%”
Retention rate (Terminix Pest Control): 79.7% (Q2 2010) — “Pest Control Customer Retention Rate 79.7%”
Retention rate (TruGreen LawnCare): 70.9% (Q2 2010) — “TruGreen LawnCare Customer Retention Rate 70.9%”
Retention rate (American Home Shield): 64.5% (Q1 2010) — “American Home Shield Customer Retention Rate 64.5%”
Retention rate (Terminix Termite): 85.9% (Q1 2010) — “Termite Customer Retention Rate 85.9%”
Retention rate (Terminix Pest Control): 79% (Q1 2010) — “Pest Control Customer Retention Rate 79.0%”
Retention rate (TruGreen LawnCare): 70.6% (Q1 2010) — “TruGreen LawnCare Customer Retention Rate 70.6%”
Retention rate (American Home Shield): 63.8% (December 31, 2009) — “American Home Shield— Customer Retention Rate 63.8 %”
Retention rate (Terminix Termite): 85.7% (December 31, 2009) — “Termite Customer Retention Rate 85.7 %”
Retention rate (Terminix Pest Control): 78.5% (December 31, 2009) — “Pest Control Customer Retention Rate 78.5 %”
Retention rate (TruGreen LawnCare): 68.1% (December 31, 2009) — “TruGreen LawnCare— Customer Retention Rate 68.1 %”
Retention rate (American Home Shield): 63.3% (Q3 2009) — “Customer Retention Rate 63.3 % 61.5 %; 180 basis point improvement in customer retention”
Retention rate (Terminix Termite): 85.8% (Q3 2009) — “Termite Customer Retention Rate 85.8 % 87.5 %; 170 basis point decline in termite customer retention”
Retention rate (TruGreen LawnCare): 69.2% (Q3 2009) — “Customer Retention Rate 69.2 % 68.2 %; rolling twelve-month customer retention rate improved 100 basis points”
Retention rate (American Home Shield): 62.6% (Q2 2009) — “Customer Retention Rate 62.6 % as of June 30, 2009”
Retention rate (Terminix Termite): 86.2% (Q2 2009) — “Termite Customer Retention Rate 86.2 % as of June 30, 2009”
Retention rate (TruGreen LawnCare): 68.3% (Q2 2009) — “Customer Retention Rate(1) 68.3 % as of June 30, 2009”
Retention rate (American Home Shield): 62.2% (Q1 2009) — “Customer Retention Rate 62.2 % as of March 31, 2009”
Retention rate (Terminix Termite): 86.3% (Q1 2009) — “Termite Customer Retention Rate 86.3 % as of March 31, 2009”
Retention rate (Terminix Pest Control): 77.9% (Q1 2009) — “Pest Control Customer Retention Rate 77.9 % as of March 31, 2009”
Retention rate (TruGreen LawnCare): 66.3% (Q1 2009) — “Customer Retention Rate(1) 66.3 % as of March 31, 2009”
Retention rate (American Home Shield): 61.8% (2008) — “American Home Shield Customer Retention Rate 61.8%”
Retention rate (Terminix Termite): 86.8% (2008) — “Terminix Termite Customer Retention Rate 86.8%”
Retention rate (TruGreen LawnCare): 66% (2008) — “TruGreen LawnCare Customer Retention Rate 66.0%”
Retention rate (American Home Shield): 61.5% (Q3 2008) — “Customer Retention Rate 61.5% [American Home Shield]”
Retention rate (Terminix Termite): 87.5% (Q3 2008) — “Termite Customer Retention Rate 87.5%”
Retention rate (Terminix Pest Control): 78.8% (Q3 2008) — “Pest Control Customer Retention Rate 78.8%”
Retention rate (TruGreen LawnCare): 68.2% (Q3 2008) — “Customer Retention Rate 68.2% [TruGreen LawnCare]”
Retention rate (American Home Shield): 61.5% (Q3 2008) — “Customer Retention Rate 61.5 % 61.1 %”
Retention rate (Terminix Termite): 87.5% (Q3 2008) — “Termite Customer Retention Rate 87.5 % 87.6 %”
Retention rate (Terminix Pest Control): 78.8% (Q3 2008) — “Pest Control Customer Retention Rate 78.8 % 78.8 %”
Retention rate (TruGreen LawnCare): 68.2% (Q3 2008) — “Customer Retention Rate (1) 68.2 % 67.5 %”
Retention rate (Terminix Termite): 88.1% (Q2 2008) — “Termite Customer Retention Rate 88.1 % 87.6 %”
Retention rate (Terminix Pest Control): 78.5% (Q2 2008) — “Pest Control Customer Retention Rate 78.5 % 78.9 %”
Retention rate (TruGreen LawnCare): 68.4% (Q2 2008) — “Customer Retention Rate 68.4 % 68.5 %”
Retention rate (American Home Shield): 62% (Q1 2008) — “American Home Shield Customer Retention Rate 62.0%”
Retention rate (Terminix Termite): 87.8% (Q1 2008) — “Termite Customer Retention Rate 87.8%”
Retention rate (Terminix Pest Control): 77.9% (Q1 2008) — “Pest Control Customer Retention Rate 77.9%”
Retention rate (TruGreen LawnCare): 67.1% (Q1 2008) — “TruGreen LawnCare Customer Retention Rate 67.1%”
Retention rate (American Home Shield): 61.9% (2007) — “American Home Shield— Customer Retention Rate 61.9%”
Retention rate (Terminix Termite): 87.6% (2007) — “Termite Customer Retention Rate 87.6%”
Retention rate (Terminix Pest Control): 78.1% (2007) — “Pest Control Customer Retention Rate 78.1%”
Retention rate (TruGreen LawnCare): 65.1% (2007) — “TruGreen LawnCare— Customer Retention Rate 65.1%”
Retention rate (American Home Shield): 61.1% (Q3 2007) — “American Home Shield - Customer Retention Rate 61.1%”
Retention rate (Terminix Pest Control): 78.8% (Q3 2007) — “Pest Control Customer Retention Rate 78.8%”
Retention rate (TruGreen LawnCare): 67.2% (Q3 2007) — “TruGreen LawnCare- Customer Retention Rate 67.2%”
Retention rate (American Home Shield): 59.7% (Q2 2007) — “American Home Shield - Customer Retention Rate 59.7%”
Retention rate (Terminix Termite): 87.6% (Q2 2007) — “Termite Customer Retention Rate 87.6%”
Retention rate (Terminix Pest Control): 78.9% (Q2 2007) — “Pest Control Customer Retention Rate 78.9%”
Retention rate (TruGreen LawnCare): 68.5% (Q2 2007) — “TruGreen LawnCare- Customer Retention Rate 68.5%”
Retention rate (AHS): 59% (LTM) — “AHS's overall customer retention rate was 59% for the LTM period”
Retention rate (Terminix Termite): 88% (LTM) — “Customer retention for the Company's termite services during the LTM period was 88%.”
Retention rate (Terminix Pest Control): 79% (LTM) — “Customer retention for pest control services was 79% for the LTM period.”
Retention rate (TruGreen LawnCare): 67% (LTM) — “TruGreen LawnCare implemented a series of initiatives to increase its customer retention from its current level of 67% for the LTM period.”
Retention rate (American Home Shield): 58.7% (Q1 2007) — “American Home Shield - Customer Retention Rate 58.7%”
Retention rate (Terminix Termite): 87.5% (Q1 2007) — “Termite Customer Retention Rate 87.5%”
Retention rate (Terminix Pest Control): 78.7% (Q1 2007) — “Pest Control Customer Retention Rate 78.7%”
Retention rate (TruGreen LawnCare): 66.8% (Q1 2007) — “TruGreen LawnCare - Customer Retention Rate 66.8%”
Retention rate (American Home Shield): 58.2% (2006) — “Customer Retention Rate 58.2% (2006) vs 57.4% (2005)”
Retention rate (Terminix - Termite): 87.5% (2006) — “Termite Customer Retention Rate 87.5% (2006) vs 87.2% (2005)”
Retention rate (Terminix - Pest Control): 79.5% (2006) — “Pest Control Customer Retention Rate 79.5% (2006) vs 77.2% (2005)”
Retention rate (TruGreen LawnCare): 62.9% (2006) — “Customer Retention Rate 62.9% (2006) vs 61.2% (2005)”
Retention rate (Terminix): 87.4% (Q3 2006) — “Termite retention End 2005 Q3 2006: 87.4%”
Retention rate (TruGreen ChemLawn): 62.3% (2005) — “Retention rate (%) 62.3 (2005)”
Retention rate (American Home Shield): 58.1% (Q3 2006) — “American Home Shield - Customer Retention Rate 58.1 % as of September 30, 2006”
Retention rate (Terminix Termite): 87.4% (Q3 2006) — “Termite Customer Retention Rate 87.4 % as of September 30, 2006”
Retention rate (Terminix Pest Control): 78.9% (Q3 2006) — “Pest Control Customer Retention Rate 78.9 % as of September 30, 2006”
Retention rate (TruGreen ChemLawn): 64.6% (Q3 2006) — “TruGreen ChemLawn- Customer Retention Rate 64.6 % as of September 30, 2006”
Retention rate (American Home Shield): 57.9% (Q2 2006) — “American Home Shield - Customer Retention Rate 57.9 % as of June 30, 2006”
Retention rate (Terminix Termite): 87.3% (Q2 2006) — “Termite Customer Retention Rate 87.3 % as of June 30, 2006”
Retention rate (Terminix Pest Control): 77.9% (Q2 2006) — “Pest Control Customer Retention Rate 77.9 % as of June 30, 2006”
Retention rate (TruGreen ChemLawn): 65.4% (Q2 2006) — “TruGreen ChemLawn- Customer Retention Rate 65.4 % as of June 30, 2006”
Retention rate (American Home Shield): 57.7% (Q1 2006) — “American Home Shield - Customer Retention Rate 57.7 % as of March 31, 2006”
Retention rate (Terminix Pest Control): 76.9% (Q1 2006) — “Pest Control Customer Retention Rate 76.9 % as of March 31, 2006”
Retention rate (TruGreen ChemLawn): 63% (Q1 2006) — “TruGreen ChemLawn- Customer Retention Rate 63.0 % as of March 31, 2006”
Retention rate (American Home Shield): 57.4% (FY2005) — “Customer Retention Rate 57.4% [AHS, FY2005]”
Retention rate (Terminix Termite): 87.2% (FY2005) — “Termite Customer Retention Rate 87.2%”
Retention rate (Terminix Pest Control): 77.2% (FY2005) — “Pest Control Customer Retention Rate 77.2%”
Retention rate (TruGreen ChemLawn): 61.2% (FY2005) — “Customer Retention Rate 61.2% [FY2005]”
Retention rate (American Home Shield): 56.5% (Q3 2005) — “Customer Retention Rate 56.5 % 55.0 %”
Retention rate (Terminix Termite): 87.3% (Q3 2005) — “Termite Customer Retention Rate 87.3 % 88.1 %”
Retention rate (Terminix Pest Control): 77.7% (Q3 2005) — “Pest Control Customer Retention Rate 77.7 % 78.4 %”
Retention rate (TruGreen ChemLawn): 64.1% (Q3 2005) — “Customer Retention Rate 64.1 % 64.8 %”
Retention rate (American Home Shield): 55.9% (Q2 2005) — “Customer Retention Rate 55.9% 54.9%”
Retention rate (Terminix Termite): 88% (Q2 2005) — “Termite Customer Retention Rate 88.0% 88.7%”
Retention rate (Terminix Pest Control): 77.3% (Q2 2005) — “Pest Control Customer Retention Rate 77.3% 78.6%”
Retention rate (TruGreen ChemLawn): 66.4% (Q2 2005) — “Customer Retention Rate 66.4% 66.8%”
Retention rate (American Home Shield): 55.7% (Q1 2005) — “Customer Retention Rate 55.7% 54.7%”
Retention rate (Terminix Termite): 87.8% (Q1 2005) — “Termite Customer Retention Rate 87.8% 88.2%”
Retention rate (Terminix Pest Control): 77.2% (Q1 2005) — “Pest Control Customer Retention Rate 77.2% 77.6%”
Retention rate (TruGreen ChemLawn): 65.5% (Q1 2005) — “Customer Retention Rate 65.5% (a) 63.6%”
Retention rate (American Home Shield): 55.2% (FY2004) — “Customer Retention Rate 55.2% 55.1%”
Retention rate (Terminix Termite): 87.9% (FY2004) — “Termite Customer Retention Rate 87.9% 88.1%”
Retention rate (Terminix Pest Control): 78.1% (FY2004) — “Pest Control Customer Retention Rate * 78.1% 77.1%”
Retention rate (TruGreen ChemLawn): 62.2% (FY2004) — “Customer Retention Rate 62.2% 59.5%”
Retention rate (American Home Shield): 55% (Q3 2004) — “American Home Shield - Growth in Warranty Contracts 5% 8% Customer Retention Rate 55.0%”
Retention rate (Terminix Pest Control): 80.1% (Q3 2004) — “Terminix - Growth in Pest Control Customers 6% 2% Pest Control Customer Retention Rate 80.1%”
Retention rate (TruGreen ChemLawn): 64.8% (Q3 2004) — “TruGreen ChemLawn- Growth in Full Program Contracts 7% 4% Customer Retention Rate 64.8%”
Retention rate (Terminix Termite): 88.7% (Q2 2004) — “Growth in Termite Customers -1% -2% Termite Customer Retention Rate 88.7%”
Retention rate (Terminix Pest Control): 79.3% (Q2 2004) — “Terminix - Growth in Pest Control Customers 6% 1% Pest Control Customer Retention Rate 79.3%”
Retention rate (TruGreen ChemLawn): 66.8% (Q2 2004) — “TruGreen ChemLawn - Growth in Full Program Contracts 8% 2% Customer Retention Rate 66.8%”
Retention rate (American Home Shield): 54.7% (Q1 2004) — “American Home Shield - Growth in Warranty Contracts 6% 12% Customer Retention Rate 54.7%”
Retention rate (Terminix Termite): 88.2% (Q1 2004) — “Growth in Termite Customers -2% 0% Termite Customer Retention Rate 88.2%”
Retention rate (Terminix Pest Control): 77.6% (Q1 2004) — “Terminix - Growth in Pest Control Customers 4% 1% Pest Control Customer Retention Rate 77.6%”
Retention rate (TruGreen ChemLawn): 63.6% (Q1 2004) — “TruGreen ChemLawn- Growth in Full Program Contracts 2% 2% Customer Retention Rate 63.6%”
Retention rate (AMERICAN HOME SHIELD): 55.1% (2003) — “Customer Retention Rate 55.1% [2003]”
Retention rate (TERMINIX Termite): 88.1% (2003) — “Termite Customer Retention Rate 88.1% [2003]”
Retention rate (TERMINIX Pest Control): 77.1% (2003) — “Pest Control Customer Retention Rate 77.1% [2003]”
Retention rate (TRUGREEN): 59.5% (2003) — “Customer Retention Rate 59.5% [2003]”
Retention rate (American Home Shield): 54.9% (FY2003) — “American Home Shield - Growth in Warranty Contracts 5% 15% Customer Retention Rate 54.9%”
Retention rate (Terminix Termite): 88.1% (FY2003) — “Growth in Termite Customers -2% 0% Termite Customer Retention Rate 88.1%”
Retention rate (Terminix Pest Control): 77.1% (FY2003) — “Terminix - Growth in Pest Control Customers 2% 2% Pest Control Customer Retention Rate 77.1%”
Retention rate (TruGreen): 59.5% (FY2003) — “TruGreen - Growth in Full Program Contracts 4% 2% Customer Retention Rate 59.5%”
Retention rate (TruGreen ChemLawn): 62.2% (Q3 2003) — “Customer Retention Rate 62.2% [2003] vs 62.4% [2002]”
Retention rate (Terminix Termite): 88% (Rolling twelve months ended September 30, 2003) — “Termite Customer Retention Rate 88.0%”
Retention rate (TruGreen): 62.2% (Rolling twelve months ended September 30, 2003) — “TruGreen - Customer Retention Rate 62.2%”
Retention rate (Terminix Pest Control): 75.8% (Rolling twelve months ended June 30, 2003) — “Pest Control Customer Retention Rate 75.8%”
Retention rate (TruGreen): 64.1% (Rolling twelve months ended June 30, 2003) — “TruGreen - Customer Retention Rate 64.1%”
Retention rate (American Home Shield): 53% (Q3 2002) — “Customer Retention Rate 53.0% [2002] vs 52.1% [2001]”
Retention rate (Terminix Termite): 89.5% (Q3 2002) — “Termite Customer Retention Rate 89.5% [2002] vs 89.1% [2001]”
Retention rate (Terminix Pest Control): 76.7% (Q3 2002) — “Pest Control Customer Retention Rate 76.7% [2002] vs 76.6% [2001]”
Retention rate (TruGreen ChemLawn): 62.4% (Q3 2002) — “Customer Retention Rate 62.4% [2002] vs 60.1% [2001]”
Retention rate (American Home Shield): 53.2% (Q2 2002) — “Customer Retention Rate 53.2% [2002] vs 51.1% [2001]”
Retention rate (Terminix Termite): 90.1% (Q2 2002) — “Termite Customer Retention Rate 90.1% [2002] vs 88.8% [2001]”
Retention rate (Terminix Pest Control): 77.5% (Q2 2002) — “Pest Control Customer Retention Rate 77.5% [2002] vs 76.2% [2001]”
Retention rate (TruGreen ChemLawn): 64.5% (Q2 2002) — “Customer Retention Rate 64.5% [2002] vs 62.4% [2001]”
Retention rate (American Home Shield): 52.6% (Q1 2002) — “Customer Retention Rate 52.6% [2002] vs 50.5% [2001]”
Retention rate (Terminix Termite): 89.9% (Q1 2002) — “Termite Customer Retention Rate 89.9% [2002] vs 88.4% [2001]”
Retention rate (Terminix Pest Control): 77.1% (Q1 2002) — “Pest Control Customer Retention Rate 77.1% [2002] vs 75.9% [2001]”
Retention rate (TruGreen): 63.2% (Q1 2002) — “Customer Retention Rate 63.2% [2002] vs 62.3% [2001]”
Retention rate (American Home Shield): 53.3% (Rolling twelve months ended March 31, 2003) — “AMERICAN HOME SHIELD - Customer Retention Rate 53.3%”
Retention rate (Terminix Termite): 88.6% (Rolling twelve months ended March 31, 2003) — “Termite Customer Retention Rate 88.6%”
Retention rate (Terminix Pest Control): 75.2% (Rolling twelve months ended March 31, 2003) — “TERMINIX - Pest Control Customer Retention Rate 75.2%”
Retention rate (TruGreen): 63.5% (Rolling twelve months ended March 31, 2003) — “TRUGREEN - Customer Retention Rate 63.5%”
Retention rate (AMERICAN HOME SHIELD): 53.5% (2002) — “Customer Retention Rate 53.5% [2002]”
Retention rate (TERMINIX Termite): 89% (2002) — “Termite Customer Retention Rate 89.0% [2002]”
Retention rate (TERMINIX Pest Control): 75.8% (2002) — “Pest Control Customer Retention Rate 75.8% [2002]”
Retention rate (TRUGREEN): 59.3% (2002) — “Customer Retention Rate 59.3% [2002]”
Retention rate (American Home Shield): 53% (Q3 2002) — “Customer Retention Rate 53.0% [2002] vs 52.1% [2001]”
Retention rate (Terminix Termite): 89.5% (Q3 2002) — “Termite Customer Retention Rate 89.5% [2002] vs 89.1% [2001]”
Retention rate (Terminix Pest Control): 76.7% (Q3 2002) — “Pest Control Customer Retention Rate 76.7% [2002] vs 76.6% [2001]”
Retention rate (TruGreen ChemLawn): 62.4% (Q3 2002) — “Customer Retention Rate 62.4% [2002] vs 60.1% [2001]”
Retention rate (American Home Shield): 53.2% (Q2 2002) — “Customer Retention Rate 53.2%”
Retention rate (Terminix Pest Control): 77.5% (Q2 2002) — “Pest Control Customer Retention Rate 77.5%”
Retention rate (TruGreen): 64.5% (Q2 2002) — “Customer Retention Rate 64.5%”
Retention rate (American Home Shield): 52.9% (May 2002) — “AMERICAN HOME SHIELD - Customer Retention Rate 52.9% 50.9%”
Retention rate (Terminix Termite): 90.1% (May 2002) — “Termite Customer Retention Rate 90.1% 88.5%”
Retention rate (Terminix Pest Control): 77.3% (May 2002) — “Pest Control Customer Retention Rate 77.3% 76.1%”
Retention rate (TruGreen): 64.2% (May 2002) — “TRUGREEN - Customer Retention Rate 64.2% 62.4%”
Retention rate (American Home Shield): 52.6% (Q1 2002) — “Customer Retention Rate 52.6%”
Retention rate (Terminix Termite): 89.9% (Q1 2002) — “Termite Customer Retention Rate 89.9%”
Retention rate (Terminix Pest Control): 77.1% (Q1 2002) — “Pest Control Customer Retention Rate 77.1%”
Retention rate (TruGreen): 63.2% (Q1 2002) — “Customer Retention Rate 63.2% (as of April 19, 2002)”
Lighthouse companies in Business services
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.