Twilio Inc.
twilio.com ↗In their words
“Twilio reported 116% net revenue retention driven by resilient customer expansion and 23.5% free cash flow margin.”
“Dollar-Based Net Expansion Rate of 116% for the second quarter of 2026 compared to Dollar-Based Net Expansion Rate of 108% for the second quarter of 2025.”
“Twilio's net revenue retention rate of 110% lags behind industry standard, indicating slower customer expansion.”
NPS disclosures (0)
No NPS disclosures yet.
Retention over time
Retention figures Twilio Inc. has published, by date. Where several business units report, the one reported most often is shown.
Retention disclosures (20)
Twilio reports improving net retention driven by AI business growth.
Twilio reported 116% net revenue retention driven by resilient customer expansion and 23.5% free cash flow margin.
Twilio's weak net revenue retention remains a core bearish concern for investors.
Net revenue retention: 116% (Q2 2026) — “Dollar-Based Net Expansion Rate of 116% for the second quarter of 2026 compared to Dollar-Based Net Expansion Rate of 108% for the second quarter of 2025.”
Twilio's net revenue retention rate of 110% lags behind industry standard, indicating slower customer expansion.
Twilio's net revenue retention rate of 110% lags industry standard.
Twilio's Net Revenue Retention Rate improved significantly quarter-over-quarter, indicating strong customer expansion and retention.
Twilio's net revenue retention rate of 110% lags behind peers, raising concerns about customer adoption of complementary products.
Twilio reported net revenue retention of 114%, supporting AI-led growth and margin expansion.
Twilio reported a net revenue retention rate of 110%, demonstrating subpar usage growth.
Twilio's net revenue retention rate of 110% trails the industry benchmark of 110%+, indicating difficulty in increasing customer spending.
Twilio reported Q1 net revenue retention rate of 114%, up from 108% in the previous quarter.
Net revenue retention: 114% (Q1 2026) — “Dollar-Based Net Expansion Rate of 114% for the first quarter of 2026 compared to Dollar-Based Net Expansion Rate of 107% for the first quarter of 2025.”
Twilio's Direct Carrier Coverage initiative aims to deepen enterprise customer retention and scale.
Twilio reported net revenue retention rate of 108% in Q4 CY2025, measuring customer spending growth.
Net revenue retention: 109% (Q4 2025) — “Dollar-Based Net Expansion Rate of 109% for the fourth quarter of 2025 compared to Dollar-Based Net Expansion Rate of 106% for the fourth quarter of 2024.”
Net revenue retention: 108% (FY2025) — “Dollar-Based Net Expansion Rate of 108% for the full year 2025 compared to Dollar-Based Net Expansion Rate of 104% for the full year 2024.”
Twilio highlights AI-driven email marketing resources for retaining customers by flagging at-risk users early.
Twilio reported Q3 Net Revenue Retention Rate of 109%, up from 108% in the previous quarter.
Net revenue retention: 109% (Q3 2025) — “Dollar-Based Net Expansion Rate of 109% for the third quarter of 2025 compared to Dollar-Based Net Expansion Rate of 105% for the third quarter of 2024.”
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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.