Twilio Inc.
twilio.com ↗In their words
“Net revenue retention (Communications (excluding crypto and Zipwhip)): 105% (Q1 2024) — “Our dollar-based net expansion for Communications was 105% excluding crypto and Zipwhip software customers.”
“Dollar-Based Net Expansion Rate for Segment was 96%, driven primarily by elevated churn and contraction.”
“Dollar-Based Net Expansion for Data & Applications was 96%, driven primarily by instances of higher contraction and churn among Segment customers.”
NPS disclosures (7)
…earnings (loss) per share of Stock; working capital; operating cash flow (funds from operations) and free cash flow; customer satisfaction, Net Promoter Score; customer churn; number of customers; customer retention and expansion; return on sales,…
…earnings (loss) per share of Stock; working capital; operating cash flow (funds from operations) and free cash flow; customer satisfaction, Net Promoter Score; customer churn; number of customers; customer retention and expansion; return on sales,…
(13) customer satisfaction, (14) Net Promoter Score; (15) customer churn;
…(loss) per share of common stock; working capital; operating cash flow (funds from operations) and free cash flow; customer satisfaction, Net Promoter Score; customer account churn; number of customer accounts; customer account retention and…
…(loss) per share of common stock; working capital; operating cash flow (funds from operations) and free cash flow; customer satisfaction, Net Promoter Score; customer account churn; number of customer accounts; customer account retention and…
…(loss) per share of common stock; working capital; operating cash flow (funds from operations) and free cash flow; customer satisfaction, Net Promoter Score; customer account churn; number of customer accounts; customer account retention and…
…(loss) per share of common stock; working capital; operating cash flow (funds from operations) and free cash flow; customer satisfaction, Net Promoter Score; customer account churn; number of customer accounts; customer account retention and…
Retention disclosures (93)
Twilio reports improving net retention driven by AI business growth.
Twilio's weak net revenue retention remains a core bearish concern for investors.
Twilio reported 116% net revenue retention driven by resilient customer expansion and 23.5% free cash flow margin.
Net revenue retention: 116% (Q2 2026) — “Dollar-Based Net Expansion Rate of 116% for the second quarter of 2026 compared to Dollar-Based Net Expansion Rate of 108% for the second quarter of 2025.”
Twilio's net revenue retention rate of 110% lags behind industry standard, indicating slower customer expansion.
Twilio's net revenue retention rate of 110% lags industry standard.
Twilio's Net Revenue Retention Rate improved significantly quarter-over-quarter, indicating strong customer expansion and retention.
Twilio's net revenue retention rate of 110% lags behind peers, raising concerns about customer adoption of complementary products.
Twilio reported net revenue retention of 114%, supporting AI-led growth and margin expansion.
Twilio reported a net revenue retention rate of 110%, demonstrating subpar usage growth.
Twilio's net revenue retention rate of 110% trails the industry benchmark of 110%+, indicating difficulty in increasing customer spending.
Twilio reported Q1 net revenue retention rate of 114%, up from 108% in the previous quarter.
Net revenue retention: 114% (Q1 2026) — “Dollar-Based Net Expansion Rate of 114% for the first quarter of 2026 compared to Dollar-Based Net Expansion Rate of 107% for the first quarter of 2025.”
Twilio's Direct Carrier Coverage initiative aims to deepen enterprise customer retention and scale.
Twilio reported net revenue retention rate of 108% in Q4 CY2025, measuring customer spending growth.
Net revenue retention: 109% (Q4 2025) — “Dollar-Based Net Expansion Rate of 109% for the fourth quarter of 2025 compared to Dollar-Based Net Expansion Rate of 106% for the fourth quarter of 2024.”
Net revenue retention: 108% (FY2025) — “Dollar-Based Net Expansion Rate of 108% for the full year 2025 compared to Dollar-Based Net Expansion Rate of 104% for the full year 2024.”
Twilio highlights AI-driven email marketing resources for retaining customers by flagging at-risk users early.
Twilio reported Q3 Net Revenue Retention Rate of 109%, up from 108% in the previous quarter.
Net revenue retention: 109% (Q3 2025) — “Dollar-Based Net Expansion Rate of 109% for the third quarter of 2025 compared to Dollar-Based Net Expansion Rate of 105% for the third quarter of 2024.”
Net revenue retention (Segment): 95% (Q2 2025) — “Segment Dollar‑Based Net Expansion Rate of 95%”
Net revenue retention (Communications): 109% (Q2 2025) — “Communications Dollar‑Based Net Expansion Rate of 109%”
Net revenue retention: 108% (Q2 2025) — “Dollar-Based Net Expansion Rate of 108% for the second quarter of 2025 compared to Dollar-Based Net Expansion Rate of 102% for the second quarter of 2024.”
Net revenue retention: 107% (Q1 2025) — “Dollar-Based Net Expansion Rate of 107% for the first quarter of 2025 compared to Dollar-Based Net Expansion Rate of 102% for the first quarter of 2024.”
Net revenue retention: 104% (FY2024) — “Dollar-Based Net Expansion Rate 104 % 103 % 121 %”
Net revenue retention: 106% (Q4 2024) — “Dollar-Based Net Expansion Rate of 106% for the fourth quarter of 2024 compared to Dollar-Based Net Expansion Rate of 102% for the fourth quarter of 2023.”
Net revenue retention (Communications): 104% (9M 2024) — “Communications Dollar‑Based Net Expansion Rate of 104% (nine months ended September 30, 2024)”
Net revenue retention (Segment): 91% (Q3 2024) — “Segment Dollar‑Based Net Expansion Rate of 91%, reflecting decreased usage due to churn and contraction affecting our existing customers”
Net revenue retention (Communications): 106% (Q3 2024) — “Communications Dollar‑Based Net Expansion Rate of 106%, reflecting the increased usage of our products by our existing customers”
Net revenue retention: 105% (Q3 2024) — “Dollar-Based Net Expansion Rate of 105% for the third quarter of 2024 compared to Dollar-Based Net Expansion Rate of 101% for the third quarter of 2023.”
Net revenue retention (Segment): 93% (Q2 2024) — “Segment Dollar‑Based Net Expansion Rate of 93%, reflecting decreased usage due to churn and contraction affecting existing customers”
Net revenue retention (Communications): 102% (Q2 2024) — “Communications Dollar‑Based Net Expansion Rate of 102%, reflecting the increased usage of our products by our existing customers”
Net revenue retention (Segment): 92% (Q1 2024) — “Segment Dollar‑Based Net Expansion Rate of 92%, reflecting decreased usage due to churn and contraction affecting our existing customers”
Net revenue retention (Communications): 103% (Q1 2024) — “Communications Dollar‑Based Net Expansion Rate of 103%, reflecting the increased usage of our products by our existing customers”
Net revenue retention (Communications (excluding crypto and Zipwhip)): 105% (Q1 2024) — “Our dollar-based net expansion for Communications was 105% excluding crypto and Zipwhip software customers.”
Twilio Segment platform helps organizations use customer data platforms for improved retention and AI-driven insights.
Net revenue retention (Segment): 96% (Q4 2023) — “Dollar-Based Net Expansion Rate for Segment was 96%, driven primarily by elevated churn and contraction.”
Net revenue retention: 103% (FY2023) — “Dollar-Based Net Expansion Rate of 103% for the full year 2023 compared to Dollar-Based Net Expansion Rate of 121% for the full year 2022.”
Net revenue retention: 102% (Q4 2023) — “Dollar-Based Net Expansion Rate of 102% for the fourth quarter of 2023 compared to Dollar-Based Net Expansion Rate of 110% for the fourth quarter of 2022.”
Net revenue retention (Data & Applications): 96% (Q3 2023) — “Dollar-Based Net Expansion for Data & Applications was 96%, driven primarily by instances of higher contraction and churn among Segment customers.”
Net revenue retention: 101% (Q3 2023) — “Dollar-Based Net Expansion Rate of 101% for the third quarter of 2023 compared to Dollar-Based Net Expansion Rate of 122% for the third quarter of 2022”
Twilio's CustomerAI platform mentioned as setting a benchmark for customer engagement and retention.
Net revenue retention (Data & Applications): 99% (Q2 2023) — “Data & Applications Dollar-Based Net Expansion Rate was 99% for Q2 2023”
Net revenue retention: 105% (H1 2023) — “Dollar-Based Net Expansion Rate of 105% for six months ended June 30, 2023”
Net revenue retention: 103% (Q2 2023) — “Dollar-Based Net Expansion Rate of 103% for the second quarter of 2023 compared to Dollar-Based Net Expansion Rate of 123% for the second quarter of 2022”
Net revenue retention: 106% (Q1 2023) — “Dollar-Based Net Expansion Rate of 106% for the first quarter of 2023 compared to Dollar-Based Net Expansion Rate of 127% for the first quarter of 2022”
Research from Twilio shows 40% of engagement leaders reported much higher customer retention rates.
Net revenue retention: 121% (FY2022) — “For the full year 2022, Dollar-Based Net Expansion Rate was 121%”
Net revenue retention: 110% (Q4 2022) — “Dollar-Based Net Expansion Rate was 110% for the fourth quarter of 2022, compared to 126% for the fourth quarter of 2021”
Twilio Segment's 2023 CDP Report highlights brand focus on maximizing customer retention and product activation.
Twilio launches platform upgrades focused on customer retention and lifetime value maximization to address macroeconomic challenges.
Net revenue retention: 122% (Q3 2022) — “Dollar-Based Net Expansion Rate was 122% for the third quarter of 2022, compared to 131% for the third quarter of 2021.”
Net revenue retention: 123% (Q2 2022) — “Dollar-Based Net Expansion Rate was 123% for the second quarter of 2022, compared to 135% for the second quarter of 2021.”
Net revenue retention: 127% (Q1 2022) — “First Quarter Revenue Dollar-Based Net Expansion Rate of 127%”
Twilio's dollar-based net expansion rate (a measure of customer retention) declined from 139% to 126% in Q4.
Net revenue retention: 131% (FY 2021) — “Full Year Revenue Dollar-Based Net Expansion Rate of 131%”
Net revenue retention: 131% (Q3 2021) — “Dollar-Based Net Expansion Rate was 131% for the third quarter of 2021, compared to 137% for the third quarter of 2020.”
Net revenue retention: 135% (Q2 2021) — “Dollar-Based Net Expansion Rate was 135% for the second quarter of 2021, compared to 132% for the second quarter of 2020.”
Twilio Segment launches Journeys customer journey builder to help companies provide personalized experiences and maintain customer loyalty.
Twilio reported customer retention above 95% for the seventh consecutive year following Q1 2021 earnings.
Net revenue retention: 133% (Q1 2021) — “Dollar-Based Net Expansion Rate was 133% for the first quarter of 2021, compared to 143% for the first quarter of 2020.”
Twilio has achieved improvements in customer retention since introducing AI capabilities into its cloud-based call centre ecosystem.
Net revenue retention: 137% (FY2020) — “Full Year Revenue Dollar-Based Net Expansion Rate of 137%”
Net revenue retention: 139% (Q4 2020) — “Fourth Quarter Revenue Dollar-Based Net Expansion Rate of 139%”
Net revenue retention: 137% (Q3 2020) — “Dollar-Based Net Expansion Rate, calculated using total revenue, was 137% for the third quarter of 2020, compared to 132% for the third quarter of 2019.”
Net revenue retention: 132% (Q2 2020 (ended June 30, 2020)) — “Dollar-Based Net Expansion Rate 132% for three months ended June 30, 2020 vs 141% in 2019”
Segment announced Visual Tagger, a no-code tool designed to help companies improve their customer offerings and boost retention.
Net revenue retention: 143% (Q1 2020) — “Dollar-Based Net Expansion Rate, calculated using total revenue, was 143% for the first quarter of 2020, compared to 142% for the first quarter of 2019.”
Segment launches Visual Tagger to help customers identify gaps in the customer journey and improve customer retention.
Net revenue retention: 136% (FY2019) — “Dollar-Based Net Expansion Rate was 136% and 140% for the years ended December 31, 2019 and 2018, respectively”
Net revenue retention: 124% (Q4 2019) — “Dollar-Based Net Expansion Rate was 124% for the fourth quarter of 2019, compared to 147% for the fourth quarter of 2018.”
Net revenue retention: 132% (Q3 2019) — “Dollar-Based Net Expansion Rate was 132% for the third quarter of 2019, compared to 145% for the third quarter of 2018.”
Net revenue retention: 140% (Q2 2019) — “Our dollar-based net expansion rate was 140% in the second quarter, a strong sign of the value that we are delivering to our customers.”
Net revenue retention: 146% (Q1 2019) — “Q1 Dollar-Based Net Expansion Rate of 146%”
Net revenue retention: 140% (FY2018) — “Dollar-Based Net Expansion Rate was 140% and 128% for the years ended December 31, 2018 and 2017, respectively.”
Net revenue retention: 147% (Q4 2018) — “Q4 Dollar-Based Net Expansion Rate of 147%”
Net revenue retention (Active Customer Accounts excluding Variable Customer Accounts): 145% (Q3 2018 (three months ended September 30, 2018)) — “Dollar-Based Net Expansion Rate 145 %”
Net revenue retention: 137% (Q2 2018) — “Q2 Dollar-Based Net Expansion Rate of 137%”
Net revenue retention: 132% (Q1 2018) — “Q1 Dollar-Based Net Expansion Rate of 132%”
Net revenue retention: 128% (FY2017) — “Dollar-Based Net Expansion Rate, which was 128% and 161% for the years ended December 31, 2017 and 2016, respectively.”
Net revenue retention: 118% (Q4 2017) — “Q4 Dollar-Based Net Expansion Rate of 118%”
Net revenue retention: 122% (Q3 2017) — “Dollar-Based Net Expansion Rate was 122% for the third quarter of 2017, compared to 155% for the third quarter of 2016”
Net revenue retention: 131% (Q2 2017) — “Dollar-Based Net Expansion Rate was 131% for the second quarter of 2017, compared to 164% for the second quarter of 2016”
Net revenue retention: 141% (Q1 2017) — “Dollar-Based Net Expansion Rate was 141% for the first quarter of 2017, compared to 170% for the first quarter of 2016”
Net revenue retention: 161% (FY2016) — “Dollar-Based Net Expansion Rate, which was 161% and 155% for the years ended December 31, 2016 and 2015, respectively.”
Net revenue retention: 155% (Q4 2016) — “Dollar-Based Net Expansion Rate was 155% for the fourth quarter of 2016, compared to 172% for the fourth quarter of 2015”
Net revenue retention (Active Customer Accounts (excluding Variable)): 155% (Q3 2016) — “In the three months ended September 30, 2016, our Dollar-Based Net Expansion Rate was 155%, compared to 156% in the three months ended September 30, 2015.”
Gross revenue retention: 95% (Q3 2016) — “Our revenue retention rate remains in the mid-90% range as well”
Net revenue retention: 153.5% (Q3 2016) — “Dollar-Based Net Expansion Rate of 153% to 154%, compared to 156% in the three months ended September 30, 2015”
Net revenue retention: 167% (H1 2016) — “Dollar-Based Net Expansion Rate, which was 155% for the year ended December 31, 2015 and 167% for the six months ended June 30, 2016”
Net revenue retention (Active Customer Accounts (excluding Variable)): 164% (Q2 2016) — “In the three months ended June 30, 2016, our Dollar-Based Net Expansion Rate was 164%, compared to 149% in the three months ended June 30, 2015.”
Net revenue retention: 155% (FY2015) — “our Dollar-Based Net Expansion Rate, which was 155% for the year ended December 31, 2015”
Net revenue retention: 170% (Q1 2016) — “Dollar-Based Net Expansion Rate 170 % for three months ended March 31, 2016”
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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.