Warby Parker
warbyparker.com ↗In their words
“Revenue retention rates of approximately 50% over 24 months and over 100% over 48 months”
“Revenue retention rates of approximately 50% over 24 months and over 100% over 48 months”
“Revenue retention rates of approximately 50% over 24 months and greater than 100% over 48 months for our 2020 cohort”
Disclosed NPS over time
Every Net Promoter Score Warby Parker has published, by date.
NPS disclosures (25)
Warby Parker reported net promoter scores among the highest levels achieved at Goldman Sachs conference.
So our NPS continues to be far above the rest of the category. And the repeat purchasing behavior continues to be strong and consistent.
In addition, our Compensation Committee evaluates the Company’s performance against metrics relating to key stakeholders, which in 2025 included the customer, determined based on a net promoter score; the team, determined based on employee engagement…
As a result, we have maintained an industry-leading Net Promoter Score (“NPS”) and observed consistent revenue retention across cohorts, with approximately 50% retention over 24 months and over 100% over 48 months.
…evaluates the Company’s performance against metrics relating to key stakeholders, which in 2024 included the customer, determined based on a net promoter score; the team, determined based on employee engagement index; and do-good, determined…
Every aspect of our business is oriented around delighting the customer, which we believe enhances customer loyalty and drives a leading NPS score.
…the Company’s performance against stakeholder metrics, which in 2023 included the customer, determined based on a net promoter score; the team, determined based on employee engagement index; and do-good, determined based on glasses distributed…
Every aspect of our business is oriented around delighting the customer, which we believe enhances customer loyalty and drives a leading NPS score.
We expect our continued scaling at these facilities to result in continued gross margin benefits along with higher Net Promoter Scores, lower refund rates, and faster turnaround times.
And we've seen those customers have equal to higher Net Promoter Score and are also just as happy if not more happy to tell their friends and the other members in their household about it.
We expect our continued scaling of these facilities to result in continued gross margin benefits along with higher net promoter scores, lower refund rates and faster turnaround times.
…the Company’s performance against environmental, social and governance (“ESG”) metrics, which in 2022 included customer experience, determined based on a net promoter score; team, determined based on employee engagement index; and social impact,…
And through all of this, we continue to deliver exceptional customer experiences while maintaining our industry-leading Net Promoter Score of 80.
Every aspect of our business is oriented around delighting the customer, which we believe enhances customer loyalty and drives a leading NPS score.
Those happy customers also drive word of mouth and we ended Q2 with a best-in-class Net Promoter Score of 81. These positive customer trends notwithstanding when we began to observe demand weakening we quickly move to rationalize our expense base to…
• Maintained a Net Promoter Score of 80. Second Quarter 2022 Financial Results For the second quarter of 2022, compared to the second quarter of 2021: •
• Maintained 80+ Net Promoter Score. First Quarter 2022 Financial Results For the first quarter of 2022, compared to the first quarter of 2021: •
Every aspect of our business is oriented around delighting the customer, which we believe enhances customer loyalty and drives a leading NPS score.
• Maintained 80+ Net Promoter Score. • Opened second in-house optical lab strengthening Warby Parker’s vertically integrated supply chain.
Recent IPO Warby Parker has a Net Promoter Score of 83, cited as a key competitive advantage.
And we do see that classes that are produced in our own labs have faster turnaround times higher quality, higher net promoter scores, and higher margins.
Goldman Sachs notes Warby Parker's strong brand is evidenced by high NPS scores.
Since that time, we have worked tirelessly to delight customers and scale our above-and-beyond customer experience, which has led to our Net Promoter Score, or NPS, which can range from a low of negative 100 to a high of positive 100 and measures the…
Since that time, we have worked tirelessly to delight customers and scale our above-and-beyond customer experience, which has led to our NPS being above 80 on average throughout our history and 83 for the three months ended June 30, 2021.
Since that time, we have worked tirelessly to delight customers and scale our above-and-beyond customer experience, which has led to our NPS being above 80 on average throughout our history and 83 for the three months ended June 30, 2021.
Retention disclosures (9)
Net revenue retention: 100% (48 months) — “revenue retention rates of approximately 50% over 24 months and over 100% over 48 months”
Net revenue retention: 50% (24 months) — “revenue retention rates of approximately 50% over 24 months and over 100% over 48 months”
Net revenue retention (2020 cohort): 100% (48 months) — “revenue retention rates of approximately 50% over 24 months and greater than 100% over 48 months for our 2020 cohort”
Net revenue retention (2020 cohort): 50% (24 months) — “revenue retention rates of approximately 50% over 24 months and greater than 100% over 48 months for our 2020 cohort”
Net revenue retention (most recent cohort): 100% (48 months) — “revenue retention rate of roughly 50% over 24 months and roughly 100% over 48 months for the most recent cohort”
Net revenue retention (most recent cohort): 50% (24 months) — “revenue retention rate of roughly 50% over 24 months and roughly 100% over 48 months for the most recent cohort”
Net revenue retention: 105% (48 months (2018 cohort)) — “revenue retention rate of roughly 50% over 24 months and 105% over 48 months for the 2018 cohort”
Net revenue retention: 105% (48 months) — “revenue retention rate of roughly 50% over 24 months and 105% over 48 months for the most recent cohort with four years of purchase history”
Retention rate (four year sales cohort): 100% (Q2 2022) — “four year sales, retention rates of 100%”
Lighthouse companies in Retail & e-commerce
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.