ServiceNow, Inc.
servicenow.com ↗In their words
“Our renewal rate, inclusive of Moveworks, was a strong 97% in the quarter”
“We achieved a robust 98% renewal rate in Q4, highlighting the importance and value that customers place in the ServiceNow AI platform.”
“Our renewal rate remained a strong 97% and an even more robust 98% when excluding the closure of a large federal agency.”
NPS disclosures (12)
Non-Financial Performance Goals In 2025 , the Compensation Committee approved non-financial performance goals for our executive leadership as a group that align with key Company priorities, including: •
…Meet or beat net promoter score plan • Meet or beat gross retention rate plan •
…Meet or beat net promoter score plan • Exceeded gross retention rate plan •
Goal Measure Achievement Inspire customers with world-class experiences and relentless commitment to their success • Improve gross retention rate.
If you live a customer set you look at Net Promoter Score, you look at the retention rate the Gina 99-plus. And it's absolutely the standard in the industry.
…Accelerate deal velocity by simplifying pricing and contracts and deploying scalable platforms to meaningfully improve net promoter score (“NPS”) •
…the remote heavy thinking and diagnostics in a fully digital way, and we can bring our story to the customer and have that frictionless digital experience that’s easily repeatable drives tremendous customer SAT and NPS and creates the loyalty effect.
That's why our customer satisfaction and our net promoter score, is soaring. Not just our retention, we're focused on the in-process measures.
It's an outstanding business because the business was built on Net Promoter Score, customer satisfaction, and loyalty. And when you have a baseline of very, very happy customers that love the product and are having a great experience, it's a lot easier…
Our Net Promoter Score with the customer satisfaction, loyalty and our employee satisfaction is an all-time high.
ServiceNow was named a Leader in Enterprise Service Management with NPS improving from the mid-20s to averages between 70 to 80.
We pride ourselves in high customer satisfaction and our average NPS score is 50, which is considered world-class for the enterprise technology industry.
Retention disclosures (56)
ServiceNow unveiled an AI Workflow Factory to drive higher net revenue retention for enterprise customers.
ServiceNow reports 98% renewal rate and $1 billion in AI annual contract value.
ServiceNow's high customer retention provides a durable recurring-revenue base and supports customer expansion.
ServiceNow reports subscription renewal rates remain around 98%, indicating customers rarely leave the platform.
ServiceNow reports over 90% Fortune 500 adoption and 658 enterprise clients paying $5M+ annually as part of Q2 2026 guidance.
ServiceNow reports a best-in-class renewal rate of 98% in Q2 2026.
ServiceNow's renewal rate has held at 97% for six consecutive quarters, countering bear-case narratives of customer flight.
ServiceNow maintains a 98% renewal rate, reflecting sustained revenue performance and customer loyalty.
ServiceNow reported 98% renewal rates for enterprise infrastructure serving 8,700 customers.
ServiceNow's renewal rate has slipped to 97%, indicating declining customer retention.
ServiceNow reports a renewal rate of 97%, inclusive of the Moveworks acquisition.
NowVertical reports 98% renewal rate and 25% year-over-year growth in its embedded enterprise business.
ServiceNow reports 98% renewal rate alongside 25% YoY RPO growth, signaling strong customer retention despite AI-related market concerns.
Retention rate: 97% (Q1 2026) — “Our renewal rate, inclusive of Moveworks, was a strong 97% in the quarter”
Retention rate: 98% (FY2025) — “Industry Renewal Rate 98% 7 Years in a Row”
Retention rate: 98% (Q4 2025) — “We achieved a robust 98% renewal rate in Q4, highlighting the importance and value that customers place in the ServiceNow AI platform.”
Retention rate: 97% (Q3 2025) — “Our renewal rate remained a strong 97% and an even more robust 98% when excluding the closure of a large federal agency.”
ServiceNow's 98% customer retention rate and 30% YoY growth in high-ACV customers highlight platform stickiness.
ServiceNow's AI-powered CRM features automated renewals to improve customer retention for subscription-based businesses.
Retention rate: 98% (FY2024) — “98% Industry Renewal Rate 6 Years in a Row (1)”
NowVertical's software approach creates a continuous improvement cycle focused on customer retention and enhanced decision-making.
Retention rate: 98% (Q4 2024) — “We delivered a very strong 98% renewal rate in Q4, highlighting the trust and value customers consistently place in the Now platform.”
Retention rate: 98% (Q1 2024) — “Our renewal rate was a best-in-class 98% as the Now platform remains a strategic imperative for our customers' operations.”
Retention rate: 98% (FY2023) — “98% Industry Renewal Rate (1) 5 Years in a Row”
Retention rate: 99% (Q4 2023) — “Our renewal rate was a best-in-class 99% in Q4, continuing to demonstrate the strategic relevance of the Now platform as it remains a mission-critical part of our customers' operations.”
ServiceNow boasts a 98% customer retention rate, indicating strong business performance.
Retention rate (Federal): 99% (Q3 2023) — “ServiceNow's federal contract renewal rate are 99%. We expect that these contracts will renew in 2024”
ServiceNow invests in Catalyst, a startup providing an intelligence layer for customer retention and growth.
Retention rate: 99% (Q2 2023) — “Our best-in-class renewal rate was 99% in Q2, demonstrating the resilience of our business as the Now Platform remains a mission-critical part of our customers' operations.”
Retention rate (EMEA): 99% (Q1 2023) — “Renewal rates continue to be strong at 99% in EMEA despite the macro.”
Retention rate: 98% (4-year average) — “Renewal rates remained at an industry-leading 98%, meaning that as customers completed their subscription commitment, they signed up for another subscription, locking in future years of revenue.”
Retention rate: 98% (Q4 2022) — “Our 98% renewal rate remains the industry benchmark.”
Retention rate: 98% (3-year average) — “Renewal rates remained at an industry-leading 98%, meaning that as customers completed one subscription period they signed up for another, locking in multiple years of future revenue.”
Retention rate: 99% (Q4 2021) — “Our renewal rate was a best-in-class 99%, continuing to demonstrate the stickiness of our business as the Now Platform remains a mission-critical part of our customers' operations.”
Retention rate: 98% (Q3 2021) — “Our renewal rate was a healthy 98% in Q3, a testament to the value ServiceNow delivers to our customers.”
Retention rate: 97% (Q1 2021) — “Our renewal rate remains strong at 97% as the Now platform remains a mission-critical part of our customers' operations.”
Retention rate: 98% (3-year average) — “our customers consistently renew their subscriptions when their term nears expiration, as shown by our consistent 98% renewal rate over the past three years.”
Retention rate: 99% (Q4 2020) — “Our renewal rate remained best-in-class at 99%. Here are some key customer wins from Q4.”
Retention rate: 98% (Q3 2020) — “Our best-in-class renewal rate improved quarter-over-quarter to 98%, demonstrating the resilience of our business.”
ServiceNow achieved 97% customer retention, demonstrating the stickiness of its platform applications.
Net revenue retention: 129% (2019) — “Net Expansion Rate is calculated by dividing ACV for the current period by the total ACV for the prior period using consistency in customers from the start of the period and excluding ACV from new customers. 129%”
Retention rate: 97% (3-year average) — “our customers consistently renew their subscriptions when their term nears expiration, as shown by our 97% or greater renewal rate over the past three years.”
ServiceNow reports 98% customer retention, cited as benchmark for SaaS industry performance.
Retention rate: 97% (Q4 2019) — “our renewal rate for the quarter continue to be strong at 97%.”
Retention rate: 99% (Q3 2019) — “our renewal rate for the quarter remained strong at 99%”
ServiceNow maintains customer retention rates of around 98%, demonstrating strong switching costs and market position.
Retention rate: 98% (2018) — “our customers consistently renew their subscriptions when their term nears expiration, as shown by our 98% renewal rate for 2018.”
Retention rate: 98% (Q4 2018) — “Our renewal rate for the quarter was a strong 98%”
Retention rate: 98.5% (Q2 2018) — “Our consistently strong renewal rate, 98.5% in Q2”
ServiceNow demonstrates strong customer retention with no apparent retention challenges.
Retention rate: 98% (Q1 2018) — “our renewal rate remained consistently strong at above 98%”
Retention rate: 97% (Q4 2017) — “Our renewal rate remained consistently strong at above 97%”
Retention rate: 97.7% (Q2 2017) — “That's reflected in our Q2 renewal rate of 97.7%”
Retention rate: 97% (Q4 2016) — “strong quarter was driven by acceleration of net new ACV and a 97% renewal rate”
Retention rate: 99% (Q3 2016) — “Second, we posted a 99% renewal rate.”
Retention rate: 97% (Q1 2016) — “driven by strong demand from new business and 97% renewal rate”
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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.