Once in a Lifetime? More like once a week.
Last week in NPS & Retention
Window: 2026-07-06 → 2026-07-13
📣 New home: we're now at nps-intelligence.com. All the old links still work.
🔴 The Signal — Wall Street just downgraded on NPS
Really interesting #NetPromoter stat this week — a first for us. Goldman Sachs downgraded Bath & Body Works citing a declining Net Promoter Score. Cost to shareholders: roughly $200 million off the market cap in a single trading session.
For years we've been capturing evidence of NPS driving investment decisions — Fred Reichheld wrote about it in The Ultimate Question. But this may be the first time we've seen a clearly stated link between a declining NPS and a listed company's valuation dropping as a direct consequence.
From the Goldman note: "Bath & Body Works (NYSE:BBWI) shares dropped 4.1% in pre-market trading on Wednesday after Goldman Sachs downgraded the specialty retailer to Sell, citing concerns over weakening consumer sentiment... The bank pointed to declining Net Promoter Scores, particularly among younger shoppers."
If you ever doubted that Wall Street cares about customer experience — this is concrete evidence.
From the C-suite
The highest-credibility disclosures of the week — drawn from earnings calls, IR commentary, and CEO statements. These are the ones that meet the bar set out in the Credibility Guide.
- 86 ⭐ — ALDAR (2026-07-11). ALDAR announced that Lubna Khlifat has been elevated to Vice President of Customer Communication & Engagement (CX), with the company reporting an NPS of 86%.…
- 65 ⭐ — Jet2 (2026-07-09). Jet2 earnings call reported customer satisfaction of 92% and Net Promoter Score of around 65, positioning the company as one of the most liked brands in UK leisure.…
Editor's note: I wouldn't say "Nothing beats a Jet2 NPS" as the adverts say — but good to see them call out on the earnings call a reported Net Promoter Score of 65 and a customer satisfaction score of 92%. It's a useful benchmark for how the two concepts (recommendation vs. satisfaction) compare. Also a reminder how hard it is to get a genuine NPS above 60.
- 76 ⭐ — Bennie (2026-07-08). Bennie named Top 100 U.S. Insurance Broker with an industry-leading Net Promoter Score of +76 and over 150,000 members.…
NPS Intelligence News
27 qualifying disclosures · 25 in normal range · min 23, max 94, average 69.4.
Notable scores
- 94 ⭐ — Spree Hospitality (2026-07-10). Spree Hospitality achieved a Net Promoter Score of 94 in Q1 FY27, reflecting guest satisfaction and service quality across its expanded portfolio.…
- 93 ⭐ — Discover Strength (2026-07-06). Discover Strength reported a systemwide Net Promoter Score of 93 as it expanded to over 40 studios.…
- 86 — The Leela Palaces, Hotels and Resorts (2026-07-09). The Leela achieved second place in global hotel brand rankings with a reported Net Promoter Score of 86.…
- 23 — KPN (2026-07-09). KPN achieved the highest Net Promoter Score of 23 among TV providers in the Netherlands in Q2.…
- 28 — ICS (2026-07-09). ICS reported a Net Promoter Score of 28, reflecting strong valuation by retail and business clients.…
🤨 Outlier value
- FlashPoint Leadership reported 100 — trustworthy? FlashPoint Leadership achieved a 100% Net Promoter Score as it marks 24 years in leadership development.
- Akido Labs reported 96 — take with a pinch of salt 🧂 Akido Labs' care delivery solution achieved a Net Promoter Score of 96 and 100% year-over-year patient growth.
Retention Intelligence Articles
24 qualifying disclosures · 22 in normal range · min 50.88%, max 150%, average 105.3%.
Notable scores
- 150% ⭐ — Palantir Technologies (2026-07-10). Palantir reported net dollar retention of 150% alongside 85% YoY revenue growth, with US commercial sales surging 133%.…
- 137% — VanishID (2026-07-09). VanishID achieved 137% net revenue retention in FY2026, with ARR growing 2.3x year-over-year and customer base expanding 2.8x.…
- 120% — Palo Alto Networks (2026-07-10). Palo Alto Networks reported 120% net revenue retention for platform customers, supported by RPO of $15.5B up 24% year-over-year.…
- 120% — Rubrik (2026-07-08). Rubrik reports net revenue retention rate above 120%, with expanded large-customer base and annual recurring revenue exceeding $100K.…
- 120% — Zeta Global (2026-07-08). Zeta Global reports Net Revenue Retention rate of 120%, on par with category leaders, with Rule of 40 score of 48%.…
- 119% — Bango (2026-07-10). Bango reported net revenue retention of 119% reflecting strong expansion from existing customers, with subscription revenue up 13% to $12.3M.…
- 113% — SailPoint (2026-07-09). SailPoint's dollar-based net retention held at 113% in Q1, indicating strong existing customer expansion.…
- 50.88% — Cult.fit (2026-07-09). Cult.fit files for ₹950 crore IPO with 50.88% retention rate; revenue grew 41.6% and adjusted EBITDA turned positive.…
- 90% — Costco (2026-07-12). Costco's membership renewal rates sit near 90% worldwide and above 92% in the U.S. and Canada, driving recurring high-margin cash flow.…
🤨 Too good to be true?
- Accelerant reported 10% — likely a delta, churn rate, or misclassification. Accelerant expects net premium retention of around 10% for 2026.
- Anthropic reported 500% — really? Anthropic's CFO disclosed a Net Revenue Retention (NRR) rate of 500% in Q3, reflecting exceptional customer expansion.
Onwards. Next Monday.
Same time next week.
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