Seven days, no shortage of opinions on customer love.
Last week in NPS & Retention
Window: 2026-07-20 → 2026-07-27
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.
- 60 ⭐ — Life360 (2026-07-18). Life360 has a Net Promoter Score of +60, suggesting strong customer satisfaction with its services.…
- 93 ⭐ — Watches of Switzerland Group (2026-07-14). Watches of Switzerland Group reported a Net Promoter Score of 93 in its H2 earnings call.…
- 83 ⭐ — ERS (Eswatini Revenue Service) (2026-07-13). ERS client confidence and Net Promoter Score surged to approximately 83% from below 10%, attributed to improved service delivery.…
NPS Intelligence News
33 qualifying disclosures · 33 in normal range · min 16, max 95, average 69.4.
Continuing the T-Mobile telco theme, two more carriers put an NPS on the record this week — both improving year-on-year, and both still low by any cross-industry yardstick.
Notable scores
- 16 — KPN (2026-07-23). KPN's Net Promoter Score improved to 16 in Q2 2026, up from 14 year-over-year.…
- 30.7 — BT Group (2026-07-23). BT Group NPS increased to 30.7, up 3.6pts year-on-year, rebased for the exclusion of International. Disclosed for the continuing group in a trading statement.…
- 95 ⭐ — Oakworth Capital Inc. (2026-07-16). Oakworth Capital reported 14% growth in net income with a 2025 average Net Promoter Score of 95 and commensurate client retention rate of 95%.…
- 94 ⭐ — Lumin Digital (2026-07-16). Lumin Digital maintains a Net Promoter Score of 94 at $1.6 billion valuation, demonstrating world-class customer experience for digital banking.…
- 93 ⭐ — Discover Strength (2026-07-14). Discover Strength maintains a systemwide Net Promoter Score of 93 and achieved 80% member retention across company-owned locations in 2025.…
- 45 — T-Mobile (2026-07-17). T-Mobile reported an NPS of 45, more than 20% higher than its closest competitor.…
- 50 — Scanfil (2026-07-16). Scanfil reported 28% revenue growth with customer satisfaction reaching new heights as Net Promoter Score increased to 50 from 45 in Q2 2025.…
Two more worth pausing on:
- An NPS reported right alongside the growth numbers. Fractal Analytics posted a Net Promoter Score of 77 for Q1 FY27 — quoted next to 92% net income growth (2026-07-24). Good to see advocacy sitting in the same release as the financials.
- NPS and retention in one release — why we keep two databases. Naked Wines PLC reported a Net Promoter Score of 77 and a member retention rate of 76% (2026-07-24). The 77 lands in the NPS database; the 76% lands in the retention database — same company, two complementary views.
Eyebrow-raiser of the week Atlantis Paradise Island · 2026-07-21
Atlantis Paradise Island disclosed a Net Promoter Score of 41.65. To two decimal places. On a scale that runs from −100 to +100, a hundredth of a point is noise, not signal — who reports NPS to the second decimal? We log it as disclosed; we just can't take the precision seriously.
eNPS (employee)
1 qualifying disclosures · 1 in normal range · min 94.6, max 94.6, average 94.6.
Notable scores
- 94.6 ⭐ — Roadway Moving (2026-07-16). Roadway Moving, named official moving partner of the Chicago Bulls, reports NPS of 94.6 and eNPS of 93.…
Retention Intelligence Articles
21 qualifying disclosures · 21 in normal range · min 63%, max 150%, average 107.0%.
Notable scores
- 150% ⭐ (Δ: +1100) — Palantir Technologies (2026-07-19). Palantir Technologies reported net dollar retention jumped to 150%, up 1,100 basis points from prior year, alongside 85% year-over-year revenue growth.…
- 139% — Figma (2026-07-17). Figma reports net dollar retention reached 139% as of March 31, 2026, driven by stronger retention and AI-driven expansion.…
- 125% — Axon (2026-07-17). Axon held net revenue retention at 125%, reflecting strong existing customer expansion.…
- 124% (Δ: -50pt) — Snowflake (2026-07-17). Snowflake reports net revenue retention fell from 174% to 124% but shows recovery in growth for first time in Q1 FY2027.…
- 120% — Palo Alto Networks (2026-07-19). Palo Alto Networks achieved net revenue retention of 120% with single-digit churn due to multi-product deployment.…
- 113% — Waystar (2026-07-17). Waystar reports net revenue retention rate of 113%, with 1,306 clients contributing over $100K in LTM revenue, up 11% YoY.…
- 113% (Δ: +13pp) — Fastly (2026-07-16). Fastly's LTM net retention rate improved to 113% from 100% a year ago, reflecting expansion within its customer base.…
- 63% — Omeda (2026-07-18). Omeda reports average auto-renewal rate for subscription management clients of approximately 59–67%, significantly higher than industry benchmarks.…
- 82.5% — Paychex (2026-07-19). Paychex achieved customer retention near 82–83% and sustained high revenue retention in FY2026.…
We updated our sector analysis and trends here: nps-intelligence.com/analysis.
Next week: more disclosures, same scepticism.
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