Tandem Diabetes Care, Inc.
tandemdiabetes.com ↗In their words
“Renewals continue to meet historically high retention rates on pace for consistent achievement of 70% capture within 18 months of warranty expiration.”
“We are on track to reach a cumulative renewal rate of approximately 60% by the end of 2021, compared to 50% at the end of last year.”
“We have increased our cumulative renewal rates at 55%, which is up 5 percentage points from the end of 2019 reinforcing the ability to reach our longer term goal of a 70% renewal rate.”
NPS disclosures (4)
In dQ&A, Tandem had the highest Net Promoter Score, outperforming all other competitors. This reflects our deep dedication and commitment to delivering a best-in-class customer experience.
Our keystone next to satisfaction score in the survey exceeded 90%, which we - and we continued to have high net promoter scores. That's more typical of leading consumer brands than medtech.
Our NPS scores which already aligned with the high level seen in consumer technology, increased by an impressive 12 points over 2019. In addition, we continue to achieve great success, both in capturing market share and expanding the insulin pump…
And finally both surveys showed that we have a world-class net promoter score, and dQ&A highlighted the Tandem is the highest among pump manufacturers.
Retention disclosures (5)
Retention rate: 70% (Q4 2024) — “Renewals continue to meet historically high retention rates on pace for consistent achievement of 70% capture within 18 months of warranty expiration.”
Retention rate: 60% (end of 2021) — “We are on track to reach a cumulative renewal rate of approximately 60% by the end of 2021, compared to 50% at the end of last year.”
Retention rate: 55% (Q4 2020) — “we have increased our cumulative renewal rates at 55%, which is up 5 percentage points from the end of 2019 reinforcing the ability to reach our longer term goal of a 70% renewal rate.”
Retention rate: 70% — “Our ultimate goal is to retain at least 70% of our existing customers”
Retention rate: 30% (2017) — “we shipped about 2,000 renewals in the 2017 which represents if you look back to 2013 about a 30% rate”
Lighthouse companies in Pharma, medtech & health distribution
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.