Days Like This — even Monday.
Weekly Digest · Issue 19 · 2026-09-21
Last week in NPS & Retention
Window: 2026-09-14 → 2026-09-21
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.
- 49.1 ⭐ — LuxExperience (2026-09-16). LuxExperience reported Net Promoter Score of 49.1 in Q4 FY26, improving by 1,520 basis points versus Q4 FY25.…
- 88.9 ⭐ — Gleeson Homes (2026-09-15). Gleeson Homes reports Net Promoter Score of 88.9% and customer satisfaction rating of 100%.…
NPS Intelligence News
24 qualifying disclosures · 21 in normal range · min 17.9, max 95, average 63.8.
Notable scores
- 95 ⭐ — Advanced Technology Partners (2026-09-16). Advanced Technology Partners reported a Net Promoter Score of 95, citing it as core to their company identity alongside a 9.6-minute average response time.…
- 93 ⭐ — Roadway Moving (2026-09-19). Roadway Moving reported a Net Promoter Score of 93.…
- 90 ⭐ — Cornish pasty bakery (2026-09-21). New Cornish pasty bakery in market town achieved NPS of 90 since opening, based on Google review feedback.…
- 17.9 — OPM (2026-09-17). OPM's June workforce pulse survey recorded a net promoter score of 17.9.…
- 36 — Balmoral (2026-09-20). Balmoral's Net Promoter Score fell to 36 in the quarter, down 27 points from 63 in the same quarter last year.…
🤨 Can this be trusted?
- Office of the Director of National Intelligence (OPM) reported 95.7 — really? Office of the Director achieved Net Promoter Score of +95.7 in ChatGPT deployment evaluation following reupped OneGov deal.
- BrightSpring Health Services reported 100 — trustworthy? BrightSpring Health Services reports Net Promoter Score of 100 from doctors and patients in third-party quarterly surveys.
- Mortgage Soup Foundation reported 100 — trustworthy? Mortgage Soup Foundation financial services careers programme records overall satisfaction score of 4.8/5 and Net Promoter Score of +100.
Retention Intelligence Articles
24 qualifying disclosures · 23 in normal range · min 67.2%, max 126%, average 104.3%.
Notable scores
- 126% — Axon Enterprise (2026-09-17). Axon Enterprise reported net revenue retention (NRR) of 126%, supporting strong customer expansion and revenue growth.…
- 120% — Netgate (NET) (2026-09-19). NET achieved dollar-based net retention of 120% in the second quarter alongside 36% year-over-year revenue growth.…
- 119% — Rubrik (2026-09-16). Rubrik reported dollar-based net revenue retention rates of 119%.…
- 117% — Fastly (2026-09-18). Fastly's net retention reached 117%, a four-year high, driven by strong bot management and DDoS security product growth.…
- 113% — Gainsight (2026-09-16). Gainsight reported net revenue retention of 113% as part of its Agentforce integration announcement.…
- 111% — Duck Creek (2026-09-16). Duck Creek closed fiscal year 2026 with net revenue retention of 111% and annual recurring revenue growth of 15% year-over-year.…
- 111% (Δ: +2pp) — Eagle Eye (2026-09-16). Eagle Eye reported net revenue retention improving to 111% from 109%.…
- 67.2% — Rakuten Mobile (2026-09-20). Rakuten Mobile leads Japan in customer retention with highest retention intent at 67.2% in August survey of 40,000 people.…
- 89.7% — Costco (2026-09-18). Costco reports a membership renewal rate of 89.7%, demonstrating strong customer retention alongside a $15 special dividend in 2023.…
🤨 Could it be a mistake?
- Abstract reported 264% — take with a pinch of salt 🧂 Abstract reports 264% net revenue retention alongside 380% annual recurring revenue growth and a tripled customer base.
Next week: more disclosures, same scepticism.
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