A week is a long time in Net Promoter.
Weekly Digest · Issue 18 · 2026-09-14
Last week in NPS & Retention
Window: 2026-09-07 → 2026-09-14
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.
- 82.5 ⭐ — Zscaler (2026-09-12). Zscaler CEO cited a net promoter score in the 80-to-85 range and noted customer satisfaction has supported upselling.…
- 52 ⭐ — NIQ (2026-09-11). NIQ achieved all-time-high Net Promoter Score of 52, up 7 points year-over-year, alongside net dollar retention of 105%.…
NPS Intelligence News
29 qualifying disclosures · 28 in normal range · min -19.8, max 89, average 61.1.
Notable scores
- 89 ⭐ — Experience Credit Union (2026-09-09). Experience Credit Union's Net Promoter Score climbed to 89 out of 100, demonstrating improved branch experience.…
- 87 — Kelly Services (2026-09-08). Kelly Services achieved an all-time high NPS of 87 among hiring managers, a 29-point increase.…
- 87 — Employers Health (2026-09-08). Employers Health received highly rated support with NPS of 87 from client solutions and clinical teams.…
- -19.8 — Microsoft (2026-09-08). Microsoft Azure AI reported NPS of -19.8 as of January 2026, despite enterprise seat license expansion.…
- 29.6 — Eurowag (2026-09-09). Eurowag's Net Promoter Score declined to 29.6 from 43.0 points due to a methodology change to unified brand measurement.…
🤨 Too good to be true?
- Jet Plant Hire reported 96 — take with a pinch of salt 🧂 Jet Plant Hire reported exceptional customer satisfaction with a Net Promoter Score of 96, well above typical construction industry scores.
eNPS (employee)
1 qualifying disclosures · 1 in normal range · min 82, max 82, average 82.0.
Notable scores
- 82 — IBEX (2026-09-11). IBEX's employee Net Promoter Score increased to 82 from 77 (95% participation) as the company posted record fiscal 2026 revenue.…
Retention Intelligence Articles
59 qualifying disclosures · 55 in normal range · min 76.7%, max 173%, average 108.5%.
Notable scores
- 173% ⭐ — Fisent Technologies (2026-09-10). Fisent Technologies secured $4.3M funding with total funding reaching $6.3M and reported 173% net revenue retention rate.…
- 157% ⭐ — Palantir (2026-09-12). Palantir reported net dollar retention of 157%, demonstrating strong expansion within its existing customer base.…
- 153% ⭐ — Dlocal (2026-09-13). Dlocal achieved a 153% net revenue retention rate in Q2 2026 through an enterprise-focused innovation model.…
- 136% — Figma (2026-09-07). Figma reported net dollar retention rate of 136% with 15,964 total customers and positive net income of $42.6 million.…
- 129% — Pattern Group Inc. (2026-09-07). Pattern Group Inc. reports record net revenue retention of 129%.…
- 128% — Zeta (2026-09-09). Zeta's net revenue retention reached 128% in 2025, continuing a multi-year trend of strong expansion-driven growth (2021–2025: 113% to 128%).…
- 126% — Axon Enterprise (2026-09-10). Axon Enterprise reported net income of $29M, annual recurring revenue growth of 39% to $1.6B, and net revenue retention of 126%.…
- 76.7% — Invitation Homes (2026-09-11). Invitation Homes reports a renewal rate of 76.7% as of Q2 2026 in SEC 8-K filing.…
- 84.6% — Chewy (2026-09-12). Chewy's Autoship sales represent 84.6% of total net sales, providing strong recurring revenue retention.…
🤨 Outlier value
- High Country News reported 12% — likely a delta, churn rate, or misclassification. High Country News grew renewal rate 26% and retention rate 12% after replacing manual renewals with automated renewals on Pelcro.
- Lightfield reported 400% — take with a pinch of salt 🧂 Lightfield, an AI-powered CRM startup, reported 400% net dollar retention while raising $47M Series A led by a16z.
- Runway reported 300% — really? Runway AI achieved $200M ARR with net revenue retention above 300%, doubling revenue in five months on the back of enterprise video adoption
- Unframe reported 400% — really? Unframe achieved 400% net revenue retention and reached $100 million in total contract value.
Seven days until the next round.
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