Currently at all-time peak NRR of 98%.
Grab Holdings is above the Fintech SaaS Public median by +0pp (cell median: 98%)
Grab Holdings (GRAB) is a fintech saas company at the public stage. As of its most recent disclosure (FY-2023), Grab Holdings reported a Net Revenue Retention rate of 98% - a below-average result for B2B SaaS at this segment.
Grab Holdings is currently at or near its all-time NRR peak. The most recent quarter gained 6pp QoQ.
Within its peer set (fintech saas companies at public stage in the under $5k acv band), Grab Holdings's NRR is roughly in line with the cell median of 98%. Compare against the full peer cell aggregate for distribution and top performers.
Health scores, usage, and time-to-value when disclosed.
Revenue, ARR, and team-size denominators for the productivity ratios.
Support tiers: VIP service
CS team segments: Strategic · Long-tail merchants
CSM model: hybrid
Education programs: Kota Masa Depan (Future Cities)
Named CS initiatives across recent disclosures (newest first).
Subscription program aimed at increasing user retention and transaction frequency.
"GrabUnlimited continues to be a key driver of loyalty and higher transaction frequency."
Subscription program aimed at increasing user frequency and retention.
"GrabSaver, our subscription program, continues to drive higher retention and frequency among our users."
AI-powered driving mode in the Grab Driver app to optimize earnings and efficiency.
"driver partners who adopted Turbo... saw a 23% uplift in earnings per online hour"
AI assistant for single-store merchants to drive GMV uplift.
"Merchant AI Assistant, MAI, has been adopted by approximately half of our active single-store merchant base"
Transparency tool for driver partners to track earnings.
"In April, we also launched the digital earnings tracker to provide driver partners with greater transparency"
Cross-sell feature allowing users to add groceries to food orders at no additional cost.
"GrabMore has been launched, where users can add groceries to their food order at no additional cost."
Functionality allowing food users to add grocery orders to existing food deliveries for the same delivery cost.
"Grab More, where a food user can just add on a grocery order to the food delivery that they're about to receive"
Paid subscription program driving retention and frequency, reaching 20% of delivery MTU base.
"Grab Unlimited... users grew again 14% year-on-year... represent over 20% of our delivery MTU base"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Macroeconomic uncertainty regarding inflation and fuel prices impacting partner livelihoods.
"When fuel price volatility emerged in early March, we acted decisively to protect partner livelihoods"
Proposed 8% cap on rider commissions for 2-wheel ride-hailing in Indonesia.
"Regarding recent news in Indonesia. In Indonesia's cap on rider commissions to 8%"
Speculation regarding government proposals to lower ride-hailing commission caps.
"Is there any update on Indonesia's proposal to lower ride-hailing commissions?"
Increase in expected credit losses (ECL) due to rapid loan book growth impacting segment EBITDA.
"increase in the expected credit losses coming out of the models... natural consequence of that growth"
Ongoing uncertainty in the global macro landscape affecting consumption in markets like Thailand and Indonesia.
"ongoing uncertainty in the global macro landscape... uncertainty in the macro environment"
Increased direct expenses and balance sheet provisions (ECLs) due to rapid loan growth.
"with the loan growth at this rate... we do need to build up balance sheet provision. So we're running these ECLs"
Curated quotes about customer outcomes, retention, renewals.
"The retention rate is also twice as high than the food-only users. So that's super important as we continue to grow."
"We are very focused on frequency and retention. ... highlighting them on the presentation is an indication to you that it's something that we are focused on."
"Grab Unlimited, which is now the largest paid loyalty program in Southeast Asia, driving almost 5x higher spend and 3x higher order frequency."
"Over the past two years, we have enhanced affordability. We've enhanced reliability of our services, and that further deepens user engagement and retention."
"We are succeeding in our goal of being part of the daily lives of Southeast Asians. On-demand transactions... grew 27%."
"Our focus on affordability... makes us a must-have service, not a nice-to-have, which protects us from a pullback."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Grab Holdings appears on 2 of our retention leaderboards.
Free to embed on your blog or board deck. Includes a small backlink to cust.co.
Or grab the data: JSON API →
Generate a live retention report against Grab Holdings and your full peer cell. Ungated. Downloadable as PDF.