NPS Intelligence (beta)

As you know, we're very focused on the long-term customer relationships and driving our NPS up and translating that into multiyear agreements.

And underpinning that, we've seen a really nice escalation in our NPS scores across the segments and including in Corporates. But what we haven't seen is an uptick in cross-sell.

We focused on customer-centric initiatives resulting in a year-over-year improvement of our Net Promoter Score from 20 to 26. Additionally, we introduced an accounts management approach to customers (Global Accounts Management) which is designed to…

As it pertains to some of the key metrics that we are very focused on, like Net Promoter Score and Net Recurring Revenue, the sort of broader set of customer success metrics, we are just getting started.

I think as we continue to improve our customer experience and Net Promoter Score that should yield higher retentions over the time horizon.

We increased our small and medium digital sales from 7% to 44% and increased our net promoter score by 35% as compared to our 2020 baseline. ●

…and customer support across key offerings · Over 100,000 customers migrated to the Customer Success Platform · Achieved a higher Net Promoter Score (NPS), which is a metric that we use to measure improvements in customer experience · Improved…

In regards to customer success, that's referring to continuing to improve our end-to-end customer experience that will drive higher Net Promoter Scores and then should drive higher retention.

We have opportunities to improve our end-to-end customer experience, thus improve Net Promoter Score, which should correlate to higher retention.

Our CLEAR product NPS scores for both government and corporate users are among the highest in the company which speaks to the value customers see in this important offering.

…a very small portion of our business and that's not to say we're not focused on weeding every customer every day and increasing our retention thinking process where we can fundamentally Permian customer experience to drive bit our NPS and more…

…customers migrated to Customer Success Platform · Digital is a significant contributor to sales and renewals · Improved customer experience and higher Net Promoter Score (NPS), which is a metric that we use to measure customer experience Optimize…

First, we believe delighting our customers will translate to improve Net Promoter Score, leading to improved retention and new sales opportunities.

…· Data-driven and AI-powered sales and marketing · Digital is a significant contributor to sales and renewals · Improved customer experience and higher Net Promoter Score (NPS), which is a metric that we use to measure customer experience Optimize…

e in and around the underlying operations and technology that support our customer experience and they're in around both the people and real estate footprint that serves that and that then flows through into the cost base.

We have an opportunity to significantly improve customer experience and Net Promoter Score with knock-on benefits that include greater cross-selling, higher retention and higher revenue growth.

Retention rate: 92% (2025) — “92% retention rate in 2025”

Thomson Reuters emphasizes turning key clients into strategic accounts as a critical step to retain and grow identified high-value clients.

Retention rate: 91% (Q4 2023) — “In regards to retention, as I've shared in prior calls, we're roughly 91% of revenue”

Retention rate: 91% (Q4 2022) — “our retention rate is about 91% for total TR, but it varies by segment”

Retention rate: 90% (Q2 2020) — “Overall for total TR renewal rates of approximately 90% thus far in 2020”

Retention rate (Legal): 91% (Q4 2019) — “retention rate of 91% was up 50 basis points from 2018”

Retention rate (Legal): 90% (Q3 2019) — “Legal retention rate remains above 90%, and it is up about 100 basis points compared to last year”

Retention rate (Legal): 91% (Q2 2019) — “legal retention rate in the second quarter climbed about 91%”