Last week in NPS & Retention

Window: 2026-09-28 → 2026-10-05

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.

72 ⭐ — Ebiquity plc (2026-10-03). Ebiquity plc reported client satisfaction with a Net Promoter Score of +72, placing them in the top quartile of their category.…
95 ⭐ — Oakworth Capital, Inc. (2026-10-01). Oakworth Capital announced a 2025 average Net Promoter Score of 95 with a commensurate client retention rate of 95%.…
88 ⭐ — Calix / Chariton Valley (2026-09-30). Chariton Valley achieved an NPS of 88 with Calix while reducing operating costs by nearly half.…

NPS Intelligence News

22 qualifying disclosures · 20 in normal range · min 3, max 95, average 70.3.

Notable scores

95 ⭐ — Verito (2026-10-02). Verito, founded in 2016 and serving 1,000+ tax and accounting firms, achieves 95 Net Promoter Score with 100% uptime.…
94 ⭐ — SOTI (2026-09-30). SOTI achieved an NPS of 94, extending a five-year streak of world-class customer service performance.…
90 ⭐ — Replicant (2026-09-29). Replicant reported a Net Promoter Score of 90, 3x annual revenue growth, and over 30 million successful machine-human calls ahead of a $78 million Series B round.…
3 — AktivBo (2026-10-02). AktivBo's international residential benchmarking report shows Sweden with NPS of +3, the only region where more tenants would recommend their landlord than warn others of…
8 — Krafton (2026-09-29). Krafton's NPS for PUBG Ally chat feature rose from approximately +8 in the early stage during the on-device model optimization period.…

🤨 Too good to be true?

Churchill Group reported 100 — take with a pinch of salt 🧂 Churchill Group's People Development programme received a Net Promoter Score of 100 from participants.
Everbridge reported 100 — really? Everbridge's Security Operations team earned a perfect Net Promoter Score of +100, the highest possible score.

Retention Intelligence Articles

45 qualifying disclosures · 45 in normal range · min 40%, max 160%, average 106.4%.

Notable scores

160% ⭐ — Spiich (2026-09-30). Spiich, an AI sales technology company, reported 160% net revenue retention with ARR growing 100% month on month.…
157% ⭐ — Palantir (2026-10-03). Palantir reports net dollar retention of 157%, driven by growth in existing customer spending, supporting higher revenue estimates.…
136% — Figma (2026-09-30). Figma posted 48% revenue growth and 136% net dollar retention despite a 46% stock decline in 2026.…
130% — Relay (2026-10-01). Relay raised $36M in new funding, reporting 99% gross revenue retention and 130% net revenue retention among enterprise customers.…
130% — KnowledgeLake (2026-09-28). KnowledgeLake achieved 130% net revenue retention and 95% gross dollar retention, demonstrating strong expansion and retention from existing customers.…
129% — Higgsfield (2026-09-29). Higgsfield achieved net revenue retention of 129% at month 12, with a month-zero retention drop of approximately 30%.…
129% (Δ: +11pp) — Pattern (2026-09-29). Pattern achieved record net revenue retention of 129%, up from 118% a year earlier, indicating existing brands are growing sales through the platform.…
40% — MAPFRE Brazil (2026-10-01). MAPFRE Brazil increased customer retention from 1% to 40% and protected revenue within 60 days of implementing SuccessKPI AI-Powered Quality Management.…
60% — Dusk (2026-09-28). Dusk reports loyalty customers now account for almost 60% of sales following paid membership programme.…

More disclosures, more questions — next week.

Source: NPS Intelligence database · companies with a non-null name, HIGH/MEDIUM quality, canonical=1, deduped by company.

← All digests