Spotify Technology S.A.
spotify.com ↗In their words
“We were at 5% monthly average churn in Q2 of last year down to 4.6 this year”
“In the most recent quarter in the U.S. saw a 3 handle on churn rate”
“The average monthly churn for the quarter reached an all-time historical low of 4.7%”
NPS disclosures (2)
Spotify reports positive India market response including strong net promoter score performance.
Spotify users are more likely to recommend the service than other music streaming competitors, with a strong net promoter score reflecting customer loyalty.
Retention disclosures (9)
Churn (Premium): 3.96% (Q3 2020) — “Our average monthly Premium churn rate for the quarter fell below 4% for the first time, marking an 89 bps improvement Y/Y and 49 bps sequentially”
Churn: 4.6% (Q2 2019) — “we were at 5% monthly average churn in Q2 of last year down to 4.6 this year”
Churn (U.S.): 3% (Q2 2018) — “in the most recent quarter in the U.S. saw a 3 handle on churn rate”
Spotify's CEO reports customer retention improvement in Q1 with average monthly churn hitting an all-time low.
Churn: 4.7% (Q1 2018) — “The average monthly churn for the quarter reached an all-time historical low of 4.7%”
Churn (Premium): 5% (Q1 2018) — “average monthly Premium Churn rate for the quarter fell below 5%, a significant milestone”
Spotify demonstrates strong subscriber retention levels that strengthen the company's market position, contrasting with Blue Apron's significant customer retention drop-off post-IPO.
Churn (Premium Subscribers): 5.1% (Q4 2017) — “In the fourth quarter of 2017, Premium Churn was 5.1%, down from 6.0% in Q4 2016”
Churn (Premium Subscribers): 5.5% (FY2017) — “Premium Churn declined by 1.1% from 6.6% in 2016 to 5.5% in 2017”
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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.