Peak NRR of 126% in FY-2020. Latest is 102% - that's -24pp from peak.
Bandwidth is below the Customer Engagement Public median by -2pp (cell median: 104%)
Bandwidth (BAND) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q1), Bandwidth reported a Net Revenue Retention rate of 102% - a mid-pack result for B2B SaaS at this segment.
Bandwidth's NRR peaked at 126% in FY-2020, 24pp above today's level. Over the past three years, the metric has contracted by 24pp. The most recent quarter gained 4pp QoQ.
Within its peer set (customer engagement companies at public stage in the $100k-$500k acv band), Bandwidth's NRR is roughly in line with the cell median of 104%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
Health scores, usage, and time-to-value when disclosed.
Revenue, ARR, and team-size denominators for the productivity ratios.
Support tiers: premium human support
CS team segments: Enterprise · Global Voice Plans · Programmable Messaging
Education programs: Reverb User Conference
Named CS initiatives across recent disclosures (newest first).
Relay subleases 60,000 square feet of space in the headquarters campus.
"On November 19, 2024, we entered into a Sublease Agreement with Relay... Commencement Date... was January 1, 2025."
Vendor-agnostic UCaaS/CCaaS strategy to attract new enterprise customers.
"Maestro platform’s flexibility and vendor-agnostic UCaaS/CCaaS strategy continue to attract new customers."
Next-generation enterprise cloud communications platform for orchestrating AI voice agents and integrations.
"Our Maestro platform and Communications Cloud are designed to support this evolution, enabling the orchestration of AI"
AI agent to automate complex number activation through a guided compliance-aware chat interface.
"introduced our first AI agent, the Bandwidth Activation Agent, to automate complex number activation"
Expanded NRM from enterprise-only to serve Global Voice Plans customers to protect call answer rates.
"we've now expanded NRM to serve our Global Voice Plans customers as well"
Orchestration tools for integrating AI voice into customer experience call flows.
"enterprises leverage the software-driven capabilities of Maestro and AI Bridge within the Bandwidth Communications Cloud"
Orchestration layer allowing enterprises to integrate AI voice agents with existing CCaaS/UCaaS platforms.
"Maestro AI Bridge is specifically designed to simplify this complexity... integrate their choice of new AI voice"
AI-powered tools to simplify messaging compliance for large senders.
"AI-powered tools like our Campaign Registration Center to simplify compliance."
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Decrease in programmable messaging revenue following the 2024 U.S. presidential election.
"Programmable Messaging revenue decreased by 5% largely from lower political messaging activity"
Lower political messaging revenue following the conclusion of the 2024 U.S. election cycle.
"The lower net retention rate in 2023 and 2025 was primarily driven by lower political messaging revenue"
Spoofing and fraud causing end users to distrust calls, leading to lost revenue for customers.
"NRM addresses an urgent customer challenge to protect call answer rates in an era of spoofing and fraud"
Normalization required due to $8 million in cyclical political campaign revenue in the prior year.
"total revenue of $180 million increased 9% year-over-year normalized for 2024 cyclical political campaign revenue"
Uncertainty in retail and digital engagement sectors affecting messaging volumes.
"we are closely watching the volatility and macroeconomic uncertainty that was present in the first four months."
Expected off-year fluctuation in political campaign messaging revenue ($62M headwind).
"factored in the expected off-year fluctuation in political campaign messaging."
Curated quotes about customer outcomes, retention, renewals.
"Customer name retention remained well above 99%, indicating near zero customer churn, a remarkable and unique track record."
"Our usage-based model is the approach we take to powering these experiences, and there are multiple units of usage now with AI involved."
"We are the only provider offering a global communications cloud combined with advanced automation, AI capabilities, and premium human support."
"Our customer success team received the top recognition for innovation in customer service for the second year in a row"
"it is really important for these larger enterprise messaging customers to offer the kind of premium support that we're famous for"
"AI is not replacing voice; it's enriching it. Each AI-powered call has the potential to drive significantly more usage."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Bandwidth appears on 3 of our retention leaderboards.
Free to embed on your blog or board deck. Includes a small backlink to cust.co.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2026-Q1 | 102% | - | 10-Q-mdna | source ↗ |
| FY-2025 | 98% | - | 10-K | source ↗ |
| FY2025-Q4 | 107% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 105% | - | earnings-call-transcript | source ↗ |
| FY2025-Q2 | 112% | - | earnings-call-transcript | source ↗ |
| FY2025-Q1 | 116% | - | earnings-call-transcript | source ↗ |
| FY-2024 | 122% | - | earnings-call-transcript | source ↗ |
| FY2024-Q4 | 122% | - | earnings-call-transcript | source ↗ |
| FY2024-Q3 | 117% | - | 10-Q-mdna | source ↗ |
| FY2024-Q2 | 111% | - | 10-Q-mdna | source ↗ |
| FY2023-Q3 | 112% | - | 10-Q-mdna | source ↗ |
| FY2023-Q1 | 109% | - | 10-Q-mdna | source ↗ |
| FY2022-Q4 | 112% | - | 10-K | source ↗ |
| FY-2022 | 114% | - | 10-Q-mdna | source ↗ |
| FY2022-Q3 | 109% | - | 10-Q-mdna | source ↗ |
| FY2022-Q2 | 112% | - | 10-Q-mdna | source ↗ |
| FY-2021 | 99% | - | 10-K | source ↗ |
| FY2020-Q4 | 99% | - | 10-Q-mdna | source ↗ |
| FY-2020 | 126% | - | 10-Q-mdna | source ↗ |
Generate a live retention report against Bandwidth and your full peer cell. Ungated. Downloadable as PDF.