SOPHiA GENETICS
sophos.com ↗In their words
“Beyond scalability and operational excellence, our platform continues to delight customers. Our net promoter score is a remarkable 67. Our customer satisfaction score is over 97%.”
“Annualized revenue churn was at a record low of less than 1% for 2025.”
“The annualized churn rate was 0.4%, which was lower than 2025 as a result of improved retention and the relative size of lost customers.”
Disclosed NPS over time
Every Net Promoter Score SOPHiA GENETICS has published, by date.
NPS disclosures (3)
Expanding usage of SOPHiA DDM™ with existing customers In 2025, we continued to delight our customers and, in doing so, drive meaningful expansion across accounts. We recorded an impressive Net Promoter Score of 67, a Customer Satisfaction Score of over 97%, and annualized revenue churn below 1%.
Expanding usage of SOPHIA DDM™ with existing customers In 2025, we continued to delight our customers and, in doing so, drive meaningful expansion across accounts. We recorded an impressive Net Promoter Score of 67, a Customer Satisfaction Score of 3 over 97%, and annualized revenue churn below 1%.
Beyond scalability and operational excellence, our platform continues to delight customers. Our net promoter score is a remarkable 67. Our customer satisfaction score is over 97%.
Retention over time
Retention figures SOPHiA GENETICS has published, by date. Where several business units report, the one reported most often is shown.
Churn (per period, as reported)
Retention disclosures (8)
Churn: 0.4% (Q2 2026) — “The annualized churn rate was 0.4%, which was lower than 2025 as a result of improved retention and the relative size of lost customers.”
Net revenue retention (SOPHiA DDM Platform, Alamut and recurring services): 117% (Q1 2026) — “Net dollar retention increased to 117% as of March 31, 2026 compared to 103% as of March 31, 2025.”
Churn: 0.2% (Q1 2026) — “The annualized churn rate was 0.2%, which was lower than 2025 as a result of the relative size of lost customers.”
Net revenue retention (SOPHiA DDM Platform, Alamut and recurring services customers): 115% (FY2025 (as of Dec 31, 2025)) — “Net dollar retention increased to 115% as of December 31, 2025 from 104% as of December 31, 2024.”
Churn (SOPHiA DDM Platform): 0.1% (FY2025) — “The annualized churn rate was 0.1%, which was lower than 2024”
Churn: 1% (FY2025) — “Annualized revenue churn was at a record low of less than 1% for 2025.”
Net revenue retention (Core Genomics Customers (dry lab, bundle access, and integrated access)): 108% (Q3 2025 (as of September 30, 2025)) — “Net dollar retention decreased to 108% as of September 30, 2025 compared to 109% as of September 30, 2024.”
Churn (Core Genomics Customers): 4.1% (Q3 2025 (annualized)) — “The annualized revenue churn rate was 4.1%, which is in line with our historical averages.”
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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.