eGain
egain.com ↗In their words
“Net retention for all customers was 93% compared to 105% a year ago.”
“Trailing 12-month dollar-based net retention for AI customers was 104% compared to 120% a year ago.”
“LTM dollar-based SaaS net retention for Knowledge customers was 116%, up from 97% a year ago”
NPS disclosures (1)
…eGain and Deloitte achieved 37% first-contact resolution improvement and raised Net Promoter Score by 30 points through knowledge optimization.
Retention over time
Retention figures eGain has published, by date. Where several business units report, the one reported most often is shown.
Retention disclosures (10)
…eGain reports that renewal rates have fluctuated and may continue to fluctuate, potentially impacting ability to attract and retain customers.
…eGain Communications reported that retention metrics have slipped while legacy revenues are shrinking.
…eGain reported AI customer net retention cooled to 104% from 120% in the previous year, with Q4 revenue declining to $22.2 million.
Net revenue retention (all customers): 93% (Q4 2026) — “Net retention for all customers was 93% compared to 105% a year ago.”
Net revenue retention (AI customers): 104% (Q4 2026) — “Trailing 12-month dollar-based net retention for AI customers was 104% compared to 120% a year ago.”
Net revenue retention (Knowledge customers): 116% (Q3 2026) — “LTM dollar-based SaaS net retention for Knowledge customers was 116%, up from 97% a year ago”
Net revenue retention (all customers): 101% (Q2 2026) — “net retention for all customers was 101%, up from 89% a year ago”
Net revenue retention (AI Knowledge customers): 116% (Q2 2026) — “LTM dollar-based SaaS net retention for AI Knowledge customers was 116%, up from 99% a year ago”
Net revenue retention (all customers): 102% (Q1 2026) — “net retention for all customers was 102%. Up from 90% a year ago”
Net revenue retention (Knowledge customers): 104% (Q1 2026) — “LTM dollar-based SaaS net retention for knowledge customers was 104% up from 103% a year ago”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.