Upland Software
uplandsoftware.com ↗In their words
“Our Net Dollar Retention Rate for the core business as of December 31, 2024, would have been 99% as compared to our reported 96%.”
“Our goal as we look out into 2025 is to get that net dollar retention rate closer to 98% as we exit 2025.”
“Today our net dollar retention rate is solid in the low to mid-90s... we may wind up reporting 93% plus or minus for this year”
NPS disclosures (21)
We utilize NPS methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: ▪
We utilize NPS methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: ▪
We utilize NPS methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: ▪
…a set of unique customer commitments and deliverables we call the Upland Customer Success Program that includes onboarding and training, a dedicated customer success representative, upgraded success plans, virtual user conferences,…
We utilize NPS methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: ▪
We utilize NPS methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: ▪
We utilize NPS methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: ▪
We used the Net Promoter Score methodology to drive for 100% customer success to orient the company. And once we established that with a customer, then they're receptive, both that find additional seats of the same product, then as we touched on…
We utilize NPS methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: •
500 bps improvement in NDRR is evidence that our UplandOne platform and focus on 100% customer success are driving increased customer satisfaction and loyalty, higher NPS scores, higher renewal rates, strong expansion sales, and increased pricing power.
The work that we have been doing around 100% customer success, the impact that that had on our net promoter scores, the positive impact that that has had and that's really setting the table for us for all of the opportunities that we see around…
We've got a Net Promoter Score kind of virtuous loop, where we're taking that feedback and putting it back into what we're doing around product, what we're doing around service, what we're doing around support and on support we continue to invest there…
We utilize Net Promoter Score (NPS) methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: •
So we're able to then have them spend more time on customer resolution, bringing up that NPS, getting the executives prepared for their calls and driving home actions that we need to do even more business with those customers.
We've put a lot of focus on that effort with our enhanced executive outreach and certainly our focus on net promoter score in terms of customer loyalty and we're seeing those results come through principally through new seat additions and expanded…
On the sales front we continue to focus our efforts on expanding our relationship with existing customers solely not our improvements in our net promoter score.
We utilize Net Promoter Score (NPS) methodology to track our progress and drive continuous improvement. Our Strategy for Growth We believe the key elements of our strategy for growth are as follows: •
So certainly our improvement in net promoter scores, the enhanced customer loyalty or giving customers confidence to expand the relationships with us, so we're seeing some benefit from that.
We measure that success using industry standards like net promoters score or NPS as its known, by surveying our customers twice a year and redirecting that feedback into further operational improvements and we're heartened by our progress and our level…
And then as I alluded to you before with net promoter score improving, receiving better retention of the customer base itself, all of those things provide operating leverage because securing new revenue or existing revenue from our current customer base…
…• Featured at The Customer Success Summit, and presented strategies that have dramatically improved the Upland customer experience, success, and net promoter score (NPS).
Retention disclosures (17)
Net revenue retention: 96% (December 31, 2025) — “Our focus on enabling our customers' success is a key reason our annual net dollar retention rate was 96% as of December 31, 2025.”
Net revenue retention (core business excluding divestitures): 99% (FY2024) — “our Net Dollar Retention Rate for the core business as of December 31, 2024, would have been 99% as compared to our reported 96%.”
Net revenue retention: 96% (FY2024) — “Our annual net dollar retention rate was 96% as of December 31, 2024.”
Net revenue retention: 98% (FY2025) — “Our goal as we look out into 2025 is to get that net dollar retention rate closer to 98% as we exit 2025.”
Net revenue retention: 95% (FY2023) — “Our focus on enabling our customers' success is a key reason our annual net dollar retention rate was 95% as of December 31, 2023.”
Net revenue retention: 95% (FY2022) — “Our Net Dollar Retention Rate as of December 31, 2022 was 95%.”
Net revenue retention: 94% (FY2021) — “Our annual net dollar retention rate, as defined hereafter in "Item 7. Management's Discussion and Analysis—Key Metrics," was 94% as of December 31, 2021.”
Net revenue retention: 93% (Q3 2021 (annual rate, low-to-mid 90s)) — “Today our net dollar retention rate is solid in the low to mid-90s... we may wind up reporting 93% plus or minus for this year”
Net revenue retention: 94% (Q4 2020) — “Posted a strong 94% net dollar retention rate.”
Upland Software reports 97% net dollar retention rate for full year 2019 alongside expanded customer relationships.
Net revenue retention: 97% (Q4 2019) — “Posted a strong 97% net dollar retention rate, further evidence that our UplandOne platform continues to drive customer loyalty.”
Net revenue retention: 98% (FY2018) — “Achieved year-over-year improvement in NDRR from 93% to 98%.”
Net revenue retention: 93% (FY 2017) — “Delivered 93% annual net dollar retention rate (NDRR) as of December 31, 2017.”
Net revenue retention: 95% (FY2016) — “achieved a 500 basis point improvement in net dollar retention rate to 95%”
Net revenue retention: 90% (FY2015) — “Delivered 90% annual dollar renewal rate (DRR) for the full year 2015”
Net revenue retention: 96% (FY 2014) — “Improved our annual dollar renewal rate (DRR) to 96% for the full year 2014 from 90% for the full year 2013.”
Net revenue retention: 90% (fiscal 2013 (year ended December 31, 2013)) — “Our focus on enabling our customers' success is a key reason our customer annual net dollar retention rate was 90% in fiscal 2013.”
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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.