SOPHiA GENETICS
sophos.com ↗In their words
“Our net promoter score is a remarkable 67. Our customer satisfaction score is over 97%.”
“Annualized revenue churn was at a record low of less than 1% for 2025.”
“Revenue churn was approximately 5%.”
Disclosed NPS over time
Every Net Promoter Score SOPHiA GENETICS has published, by date.
NPS disclosures (10)
We recorded an impressive Net Promoter Score of 67, a Customer Satisfaction Score of over 97%, and annualized revenue churn below 1%. I am incredibly proud of these metrics that underscore the performance, scalability, and durability of SOPHiA DDMTM.
Our net promoter score is a remarkable 67. Our customer satisfaction score is over 97%.
We recorded an impressive Net Promoter Score of 67, a Customer Satisfaction Score of 3 over 97%, and annualized revenue churn below 1%. I am incredibly proud of these metrics that underscore the performance, scalability, and durability of SOPHiA DDM TM .
We recorded an impressive Net Promoter Score of 67, an achievement we are very proud of. We are also proud that our customers continue to adopt more applications once joining our network.
Our Net Promoter Score in the fourth quarter was 67, and our customers continue to be very loyal to the DDM platform. Our dollar retention for the year decreased to 104% in 2024 on both a nominal and constant currency ex-COVID basis.
We recorded an impressive Net Promoter Score of 67, an achievement we are very proud of. We are also proud that our customers continue to adopt more applications once joining our network.
Last year, we recorded an impressive NPS score of 75 from our core genomics users. We are incredibly proud of this achievement.
Last year, we recorded an impressive NPS score of 75 from our core genomics users. We are incredibly proud of this achievement.
…time to revenue Loyalty KPIs: • net promoter score •
Sophos Endpoint Protection scored exceptionally well in client-vendor satisfaction with a net-promoter score of +82.
Retention disclosures (45)
Churn: 0.4% (Q2 2026) — “The annualized churn rate was 0.4%, which was lower than 2025 as a result of improved retention and the relative size of lost customers.”
Churn: 0.2% (Q1 2026) — “The annualized churn rate was 0.2%, which was lower than 2025 as a result of the relative size of lost customers.”
Net revenue retention (SOPHiA DDM Platform, Alamut and recurring services): 117% (Q1 2026) — “Net dollar retention increased to 117% as of March 31, 2026 compared to 103% as of March 31, 2025.”
Churn (SOPHiA DDM Platform): 0.1% (FY2025) — “The annualized churn rate was 0.1%, which was lower than 2024”
Net revenue retention (SOPHiA DDM Platform, Alamut and recurring services customers): 115% (FY2025 (as of Dec 31, 2025)) — “Net dollar retention increased to 115% as of December 31, 2025 from 104% as of December 31, 2024.”
Churn: 1% (FY2025) — “Annualized revenue churn was at a record low of less than 1% for 2025.”
Churn (Core Genomics Customers): 4.1% (Q3 2025 (annualized)) — “The annualized revenue churn rate was 4.1%, which is in line with our historical averages.”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, and integrated access)): 108% (Q3 2025 (as of September 30, 2025)) — “Net dollar retention decreased to 108% as of September 30, 2025 compared to 109% as of September 30, 2024.”
Sophos's Chief Customer Officer shares five strategic investments designed to strengthen partner and customer retention and loyalty.
Churn (Core Genomics Customers): 4.5% (Q2 2025 (annualized)) — “The annualized revenue churn rate was 4.5%, which is in line with our historical averages.”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, and integrated access)): 107% (Q2 2025 (as of June 30, 2025)) — “Net dollar retention decreased to 107% as of June 30, 2025 compared to 114% as of June 30, 2024.”
Churn: 5% (Q2 2025) — “revenue churn was approximately 5%.”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, and integrated access)): 103% (Q1 2025 (as of March 31, 2025)) — “Net dollar retention decreased to 103% as of March 31, 2025 compared to 123% as of March 31, 2024.”
Churn (Core Genomics Customers): 4% (FY2024) — “The annualized churn rate was 4%, which is in line with expectations.”
Net revenue retention (Core Genomics Customers (dry lab, bundle, integrated access)): 104% (FY2024) — “Net dollar retention decreased to 104% as of December 31, 2024 from 130% as of December 31, 2023.”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, integrated access)): 109% (Q3 2024) — “Net dollar retention decreased to 109% as of September 30, 2024 compared to 127% as of September 30, 2023”
Churn (Core Genomics Customers): 4% (Q2 2024) — “annualized revenue churn rate of 4%, which is consistent with our prior comparative period and historical average”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, integrated access)): 114% (Q2 2024) — “Net dollar retention remained constant at 114% as of June 30, 2024 compared to June 30, 2023”
Churn (Core Genomics Customers): 5% (Q1 2024) — “annualized revenue churn rate of 5%, which is consistent with our prior comparative period and historical average”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, integrated access)): 123% (Q1 2024) — “Net dollar retention (NDR) 123% as of March 31, 2024 from 107% as of March 31, 2023”
Churn: 4.5% (Q1 2024) — “Our annualized revenue churn rate was approximately 4.5% for Q1 2024, slightly higher than our expectations”
Net revenue retention (Core Genomics Customers): 130% (Q4 2023) — “Net Dollar Retention of 130% in Q4 2023, up 2,800 bps from 102% at the end of FY 2022”
Churn: 4% (FY 2023) — “Annualized revenue churn rate was 4% in 2023, in line with our expectations.”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, integrated access)): 127% (Q3 2023) — “Net dollar retention increased to 127% as of September 30, 2023 from 108% as of September 30, 2022”
Churn: 3% (Q2 2023) — “Annualized revenue churn rate was 3% during the second quarter of 2023, in line with our expectations.”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, integrated access)): 114% (Q2 2023) — “Net dollar retention (NDR) 114% as of June 30, 2023 from 120% as of June 30, 2022”
Net revenue retention (dry lab, bundle access, and integrated access customers): 107% (Q1 2023) — “Net dollar retention decreased to 107% as of March 31, 2023 from 141% as of March 31, 2022.”
Churn (dry lab and bundle access customers): 4% (FY2022) — “annualized revenue churn rate, which increased to 4% for the year ended December 31, 2022 from the historical low of 3% for the year ended December 31, 2021”
Net revenue retention (dry lab and bundle access customers): 102% (FY2022) — “Net dollar retention (NDR) was 102% as of December 31, 2022 from 142% as of December 31, 2021”
Churn: 6% (Q3 2022) — “slightly elevated annualized revenue churn rate of 6%, which is still within the range of what we would consider standard”
Net revenue retention (dry lab and bundle access customers): 109% (Q3 2022) — “Net dollar retention (NDR) 109% as of September 30, 2022 from 138% as of September 30, 2021.”
Net revenue retention: 120% (H1 2022) — “120% + NDR Net dollar retention - Evidence of success in the expand portion of our growth strategy”
Net revenue retention: 120% (Q2 2022) — “Our net dollar retention rate remains above 120% as of Q2 2022.”
Churn: 7% (Q2 2022) — “a slightly elevated annualized revenue churn rate of 7%, which is still within the range of what we would consider standard”
Net revenue retention (dry lab and bundle access customers): 121% (Q2 2022) — “Net dollar retention decreased to 121% as of June 30, 2022 from 129% as of June 30, 2021.”
Net revenue retention: 140% (Q1 2022) — “Our annualized net dollar retention rate has exceeded 140% for the past two quarters consecutively”
Net revenue retention (dry lab and bundle access customers): 141% (Q2 2022) — “Net dollar retention increased to 141% as of March 31, 2022 from 109% as of March 31, 2021.”
Churn: 3% (FY2021) — “Annualized revenue churn rate has remained at a historical low of approximately 3% of total full year revenue for 2021.”
Net revenue retention (dry lab and bundle access customers): 142% (FY2021) — “Net Dollar Retention increased to 142% as of December 31, 2021 from 110% as of December 31, 2020”
Fitch affirmed Sophos at 'B' with stable outlook, citing strong customer growth and high revenue retention rates exceeding 100%.
Churn: 1% (2021) — “<1% customer churn”
Net revenue retention: 140% (2021) — “~140% net dollar retention (vs. 118% avg. of top 50+ cloud companies)”
Churn: 1% (9M 2021) — “our churn rate, I would note it's remained at a historical low of less than 1% of total revenues for the first nine months of 2021”
Net revenue retention: 137% (Q3 2021 (rolling twelve-month)) — “Net dollar retention for the rolling twelve-month period improved to 137%, indicating growth in revenue from existing customers net of churn”
Retention rate: 84% (5-year average (Jan 1, 2016 onward)) — “customer retention rate, defined as the percentage of our onboarded in-routine customers who access our SOPHiA platform through the dry lab or bundle access models and who generated revenue during a 12-month period since their last revenue-generating use of our SOPHiA platform, of 84% across our customer base”
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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.