SAP Fieldglass
sap.com ↗In their words
“Revenue from time-based on-premise licenses is recognized at a point in time, whereas revenue from the associated software support is recognized over time. 4 /28 Quarterly Statement Q4 2025 Non-Financial Performance 2025 In 2025, our Customer NPS decreased 3 points year over year to 9 (2024: 12), which is below our target range of 12 to 16.”
“SAP announces Advanced Success Plan for CX focused on customer retention over acquisition for utilities customers.”
“SAP emphasizes customer retention over acquisition in its Advanced Success Plan for utilities customers.”
Disclosed NPS over time
Every Net Promoter Score SAP Fieldglass has published, by date.
NPS disclosures (7)
SAP uses the following three key measures: Customer Net Promoter Score (NPS), Employee Engagement Index, and carbon impact.
SAP's customer Net Promoter Score missed its 2025 target, though employee engagement improved.
Given the importance of our customers and their feedback to SAP, the customer experience KPI is one of our main non-financial KPIs and a performance measure in the short-term incentive component of Executive Board compensation. In 2025, our Customer NPS decreased three points year over year to nine (2024: 12), which is below our target range of 12 to 16.
Given the importance of our customers and their feedback to SAP, the customer experience KPI is one of our main non-financial KPIs and a performance measure in the short-term incentive component of Executive Board compensation. In 2025, our Customer NPS decreased three points year over year to nine (2024: 12), which is below our target range of 12 to 16.
Revenue from time-based on-premise licenses is recognized at a point in time, whereas revenue from the associated software support is recognized over time. 4 /28 Quarterly Statement Q4 2025 Non-Financial Performance 2025 In 2025, our Customer NPS decreased 3 points year over year to 9 (2024: 12), which is below our target range of 12 to 16.
…replace the Net Promoter Score (NPS) non-financial metric in the STI plan
Retention disclosures (5)
SAP announces Advanced Success Plan for CX focused on customer retention over acquisition for utilities customers.
SAP emphasizes customer retention over acquisition in its Advanced Success Plan for utilities customers.
SAP's Advanced Success Plan for CX emphasizes customer retention over acquisition for utilities customers.
SAP's Advanced Success Plan helps operationalize retention strategies, churn prediction, intelligent engagement, and proactive service.
SAP Engagement Index UK report reveals that disconnected customer experiences are directly impacting client retention and revenue.
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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.