SoundThinking, Inc.
soundthinking.com ↗In their words
“Our strategic partnerships and product innovations are the driving force behind our operational excellence, which has resulted in another world class Net Promoter Score of 66%, moving up 2 percentage points from last year's 64%.”
“As I reported on our last earnings call, our customer success organization, robust customer onboarding program, world-class Net Promoter collaborative process and score of 64% are essential to our customer retention strategy.”
“In 2023, we're able to realize approximately only 1% of GAAP revenue attrition.”
Disclosed NPS over time
Every Net Promoter Score SoundThinking, Inc. has published, by date.
NPS disclosures (49)
Customer health and retention remain a real strength of our business and the trust we've built over time continues to be reflected in our Net Promoter Score in the world-class category and our renewal performance, which is currently ahead of plan.
…$110M 25 % $ 104.1M 0 % Adjusted EBITDA Margin – 22% 25 % 12 % 0 % GAAP Revenue Attrition - <=3% 25 % 1.5 % 34.38 % ShotSpotter Net Promoter Score->55% 12.5 % Achieved (70%) 18.75 % SoundThinking achievement of “Great Places To Work” Certification…
We plan to leverage our large and growing installed base of customers with high net promoter attributes that consider SoundThinking a trusted partner.
SoundThinking achieved a higher Net Promoter Score in Q3 2025, indicating strong customer satisfaction alongside share repurchases.
• Achieved a Net Promoter Score of approximately 70 up from 66 for the same period last year. 1 See the section below titled “Non-GAAP Financial Measures and Key Business Metrics” for more information about Adjusted EBITDA and its reconciliation to GAAP…
…Revenue Attrition - <=3% 25 % 0.5 % 37.5 % Strategic Goals (25%, weighted equally) Weighting Results Achievement % ShotSpotter Net Promoter Score->55% 12.5 % Achieved (66%) 12.5 % SoundThinking achievement of “Great Places To Work” Certification 12.5…
We plan to leverage our large and growing installed base of customers with high net promoter attributes that consider SoundThinking a trusted partner.
SoundThinking achieved a net promoter score of 66, an improvement of 200 basis points from prior period.
Our strategic partnerships and product innovations are the driving force behind our operational excellence, which has resulted in another world class Net Promoter Score of 66%, moving up 2 percentage points from last year's 64%.
• strategic goals tied to our achievement of “Great Places to Work” certification and a Net Promoter Score for our flagship ShotSpotter gunshot detection product offering, reflecting our commitment to outstanding customer success and satisfaction, and…
We also consistently measure our performance with customers through an annual Net Promoter Survey. We have extremely high agency participation rates and our scores the last two years have ranked between “excellent” and “world class” according to our…
SoundThinking Inc achieved record quarterly revenues and positive FY2024 outlook with net promoter score above industry benchmarks.
As I reported on our last earnings call, our customer success organization, robust customer onboarding program, world-class Net Promoter collaborative process and score of 64% are essential to our customer retention strategy.
Our customers continue to recognize the force multiplier effect SoundThinking’s platform provides, reflected by our 107% revenue retention rate and world-class net promoter score above the 60% level.
SoundThinking earns a world-class Net Promoter Score rating in 2023 customer loyalty survey.
Again, our NPS process and ultimate score is very much a cross-team collaboration and is core to our company DNA. I'm extremely proud of our collective effort in servicing our clients as trusted advisers in seeing the proof point that our strategy is…
We have consistently achieved high Net Promoter Score results, primarily driven by our differentiated, high-quality technology solutions combined with our unique customer on-boarding and customer success focus.
We also consistently measure our performance with customers through an annual Net Promoter Survey. We have extremely high agency participation rates and our scores the last two years have ranked between “excellent” and “world class” according to our…
As I reported in our last earnings call, our customer success organization, robust customer onboarding program and our diligent Net Promoter Score process are central to our customer retention strategy.
Our NPS processing score remained robust at 56. An example quote among several positive quotes from our NPS survey include the following from a chief of police from a medium-sized Northeastern agency.
Our NPS processing score remained robust at 56. An example quote among several positive quotes from our NPS survey include the following from a chief of police from a medium-sized Northeastern agency" The power of this tool in response accuracy and…
We also consistently measure our performance with customers through an annual Net Promoter Survey. We have extremely high agency participation rates and our scores the last two years have ranked between “excellent” and “world class” according to our…
ShotSpotter reported a Net Promoter Score of 59.2 in fourth quarter 2021 financial results.
We also continue to benefit from strong brand loyalty reflected in our world-class Net Promoter Score, or NPS of 59, which drives our SaaS industry-leading sales and marketing spend per dollar of new annualized contract revenue of only $0.37.
Net Promoter Score was 59. 2 •
And we continue to drive a world-class net promoter process and score, which came in at 58% this year. We believe these accomplishments, particularly in an environment of false allegations and some press about the quality and value of our service, our…
I think we have many more net promoters today than we had last year in certainly two years ago.
We also consistently measure our performance with customers through an annual Net Promoter Survey. We have extremely high agency participation rates and our scores the last two years have ranked between “excellent” and “world class” according to our…
And as we bring on Tier 4 and Tier 5 cities, again, we can bring that agency to become a net promoter, they then help us sell that next agency over because now the heart of the possible becomes a lot clearer when cities like Kankakee, as an example, are…
ShotSpotter earned a 'World Class' Net Promoter Score rating in 2020 Customer Loyalty Survey.
It is no surprise that the value proposition and customer success experience that we deliver has catapulted us into the world class category of net promoter score, NPS, with a 70% attainment this year, up from 53% last year.
We have been consistent in emphasizing the importance of our customer success initiatives and driving NPS, high revenue retention and low customer acquisition costs.
We have seen our NPS steadily rise to our most recent 2019 score of +53%, which put ShotSpotter in the “excellent” category of NPS. While NPS is a strong indicator, it is the process, underlying questions and insights we gain from the NPS Survey that…
In 2019, we achieved an NPS score of 53%. Customers We generate annual subscription revenues from the deployment of our public safety and security solutions on a per-square-mile basis.
…I mean, we just got to keep hammering away at that, and it's really all about getting new customers on the platform, making sure they're on-boarded appropriately, they're driving good value add, they become net promoters.
…Design Analytics: Ongoing Health/KPIs Monitoring User Engagement: User Groups, Education Ongoing Coaching & Training Net Promoter Survey Completed October 11, 2019 How NPS is Used Quantitative Measurement Of Customer Sentiment That Can Impact Sales And…
I think in many ways that’s a little bit of the secret sauce around how we do what we do in terms of really building these loyal net promoter customers out there that then really help us from a kind of referenceability point of view, helps sell other…
ShotSpotter's technology and customer success investments resulted in record customer satisfaction levels as measured by Net Promoter Score.
…we’ve made a strategic decision to expand our sales and marketing program such as the healthcare initiative Ralph mentioned, as well as increasing spending on our customer success program, which contribute to our score of 50 in our net promoter score.
• Maintain Passionate Focus on Customer Success and Net Promoter Score. Given the specialized nature of our market, a key component of our strategy is to maintain our passionate focus on customer success and satisfaction.
Although, they are not order carrying folks, they are really quite instrumental in trying to drive a very high customer satisfaction and kind of highest Net Promoter Scores to our solution, which are so critical in getting that very strong word of mouth…
We've seen significant gains in recommendation levels over the years – over the last several years, and we've held 50% or higher – we've held 50% or higher in the last two years.
The resources we’ve added to ensure customer success have led to high revenue retention rates and strong customer advocacy, represented by our NPS score of 55.
We believe that these account reviews, along with our formalized on-boarding customer success program, are largely responsible for our high net promoter score (“NPS”).
Proof of that increase customer engagement has been a recent net promoter score or NPS of 55 compared to 48 in 2016 and 32 in 2015. This is an extraordinary increase and we’re focused on driving it even higher.
In our recently conducted annual net promoter survey, we achieved an NPS score of 53, up from an NPS score of 36 in 2015. We have also continued our efforts to collaborate with other pioneers in municipal safety and advanced infrastructure.
We believe that these account reviews, along with our formalized on-boarding customer success program, are largely responsible for our high net promoter score, or NPS.
We believe that these account reviews, along with our formalized on-boarding customer success program, are largely responsible for our high net promoter score, or NPS.
We believe that these account reviews, along with our formalized on-boarding customer success program, are largely responsible for our high net promoter score, or NPS.
Retention disclosures (15)
SoundThinking reported 99% revenue retention rate in 2025 and a Net Promoter Score of 55%, indicating strong customer satisfaction.
Net revenue retention: 105% (FY2024) — “Revenue retention rate for 2024 achieved 105% compared to 107% in 2023”
Net revenue retention: 107% (FY2023) — “Our revenue retention rate remained positive at 107% in 2023, down from 124% in 2022.”
Churn: 1% (FY2023) — “In 2023, we're able to realize approximately only 1% of GAAP revenue attrition.”
Churn: 0% (FY2022) — “In 2022, we were able to realize negative GAAP revenue attrition net of pricing increases.”
Net revenue retention: 124% (FY2022) — “Our revenue retention rate remains outstanding at 124% in 2022, essentially the same as the 125% in 2021.”
ShotSpotter reports 99% customer retention rate and 97% accuracy, trusted by police departments nationwide.
Net revenue retention: 125% (FY2021) — “Our revenue retention rate improved to 125% in 2021, up from a 107% in 2020.”
Churn: 1% (FY2021) — “Our customer attrition had an impact of less than 1% of GAAP revenue, net of price increases for 2021.”
Churn: 1% (FY2020) — “our attrition for 2020 was quite low and represented just over 1% of revenues”
Net revenue retention: 107% (FY2020) — “Our revenue retention rate for the year was still excellent at 107% compared to 111% for 2019.”
Net revenue retention: 111% (FY2019) — “achieving a revenue retention rate of 111% in 2019”
Net revenue retention: 118% (FY2018) — “our revenue retention rate this past year was 118% if you don't include the Chicago expansion”
Net revenue retention: 141% (FY2017) — “revenue retention rate of 141% for 2017 compared to 127% for 2016”
Net revenue retention: 127% (FY2016) — “Revenue retention rate(1) ... 127 % ... Year Ended December 31, 2016”
Lighthouse companies in Technology
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.