Square, Inc.
square.com ↗In their words
“Gross profit retention of more than 100% in 2024 for both Square and Cash App”
“Cash App and Square experienced positive gross profit retention compared to 2021, which is in line with our long-term target”
“Strong gross profit retention of over 125% year-over-year in each of the last four years. That means once the cohort onboards; on average they generated at least 25% more gross profit in their second year and at least 25% more in the third and fourth years, net of any churn”
Disclosed NPS over time
Every Net Promoter Score Square, Inc. has published, by date.
NPS disclosures (21)
Square's Net Promoter Score of 48 in 2025 significantly surpasses PayPal's 31, demonstrating strong merchant loyalty and competitive advantage.
Our Net Promoter Score (“NPS”) has averaged 53 over the past four quarters, which is notably higher than the average score for banking providers.
We've seen that cohorts of sellers that come through our account management team have a 40% increase in net promoter score. So that gives us the confidence to invest more.
Our Net Promoter Score (“NPS”) has averaged 54 over the past four quarters, which is nearly double the average score for banking providers.
Our Net Promoter Score (“NPS”) has averaged nearly 61 over the past four quarters, which is approximately double the average score for banking providers.
Our Net Promoter Score (NPS) has averaged nearly 63 over the past four quarters, which is approximately double the average score for banking providers.
Our Net Promoter Score (NPS) has averaged nearly 65 over the past four quarters, which is double the average score for banking providers. Our high NPS means our sellers recommend our services to others, which we believe strengthens our brand and helps…
SQUARE Q3 2020 3 Net Promoter Score (NPS) is the percentage of customers rating their likelihood to recommend a company, product, or service to a friend or colleague.
Our Net Promoter Score (NPS) has averaged more than 65 over the past four quarters, which is double the average score for banking providers.
We see strong net promoter scores in most of our international markets anywhere from 60 to 80 across the UK Canada and Australia. And we’ve got ongoing brand campaigns in each of our international markets now.
Our Net Promoter Score (NPS) has averaged more than 70 over the past four quarters, which is double the average score for banking providers.
Square Inc. maintains high net promoter score over 70, indicating strong seller recommendation.
That’s usually hiring great engineers, great data scientists, great designers, like all of the pieces that come together to give us a remarkable product that give us things like a net promoter score of 70 here in the United States.
If you look at a more recent launch like Australia, Australia had a great FY 2017, the product sitting with a net promoter score of 80. It's an exclusive comp, has a net promoter score of under zero.
Our Net Promoter Score (NPS) has averaged nearly 70 over the past four quarters, which is double the average score for banking providers. Our high NPS means our sellers recommend our services to others, strengthening our brand and helping to drive…
Our Net Promoter Score (NPS) has averaged nearly 70 over the past four quarters, which is double the average score for banking providers. Our high NPS means our sellers recommend our services to others, strengthening our brand and helping to drive…
Right now promoter score has stayed in the 70 range, which is really kind of unheard of in a way for them, for us, an enterprise type product where the sales is much more like a consumer product, even there we’d be right up in the top percentile.
We have earned a net promoter score 3 of nearly 70, which is double the average score for banking providers calculated by Satmetrix Systems, Inc., a third-party research firm.
We have earned a net promoter score 3 of nearly 70, which is double the average score for banking providers calculated by Satmetrix Systems, Inc., a third-party research firm.
We have earned a net promoter score 3 of nearly 70, which is double the average score for banking providers calculated by Satmetrix Systems, Inc., a third-party research firm.
We have earned a net promoter score 3 of 70, which is more than double the average score for banking providers calculated by Satmetrix Systems, Inc., a third-party research firm.
Retention disclosures (12)
Gross revenue retention (Square and Cash App): 100% (2024) — “gross profit retention of more than 100% in 2024 for both Square and Cash App”
Block emphasizes automation in subscription management to support customer retention for small businesses.
Square's annual research highlights customer retention programs and loyalty initiatives for 2025.
Square offers customer rewards and loyalty programs to drive customer retention.
Block is focusing its investments on customer retention as part of its strategy to pursue profitable growth.
Block's CFO will focus on customer retention as the company pursues profitable growth.
Gross revenue retention (Cash App and Square): 100% (2022) — “Cash App and Square experienced positive gross profit retention compared to 2021, which is in line with our long-term target”
Gross revenue retention: 125% (2021) — “strong gross profit retention of over 125% year-over-year in each of the last four years. That means once the cohort onboards; on average they generated at least 25% more gross profit in their second year and at least 25% more in the third and fourth years, net of any churn”
Square is offering a service membership free to increase the probability of customer retention in the post-pandemic environment.
Square reports encouraging customer retention trends following November pricing structure changes.
Square reports a 98% customer retention rate, demonstrating strong customer value and loyalty.
Retention rate (Square Capital loans): 90% (Q2 2016) — “We see about a 90% renewal rate for those”
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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.