Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Currently at all-time peak NRR of 98.0%.
Grab Holdings is above the Fintech SaaS Public median by +0.0pp (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 98.0% - 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 6.0pp 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.
Support tiers: Grab Executive · Priority delivery · Saver deliveries · GrabBike Saver · GrabCar Saver
CS team segments: Strategic · Enterprise · Mid-Market · SMB
CSM model: digital-led
Education programs: Kota Masa Depan (Future Cities)
Named CS initiatives across recent disclosures (newest first).
AI assistant for single-store merchants to drive GMV uplift and engagement.
"Merchant AI Assistant, MAI, has been adopted by approximately half of our active single-store merchant base"
AI-powered driving mode in Grab Driver app to optimize driver earnings and efficiency.
"driver partners who adopted Turbo... saw a 23% uplift in earnings per online hour"
Tool providing driver partners with greater transparency over their earnings.
"In April, we also launched the digital earnings tracker to provide driver partners with greater transparency"
Largest paid on-demand loyalty program in Southeast Asia, accounting for 35% of deliveries GMV.
"GrabUnlimited, the largest paid on-demand loyalty program in Southeast Asia, which now accounts for 35% of our deliveries GMV."
Cross-sell initiative 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."
Capability allowing food users to add grocery orders to their food delivery for the same delivery cost.
"Grab More, this capability that allows customers to add groceries to their food orders for the same delivery cost"
Paid subscription program reaching over 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 pressure from rising fuel costs impacting driver 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.
"In Indonesia's cap on rider commissions to 8%, can you clarify if that is applicable to 4- Wheels?"
Speculation regarding potential government-mandated changes to ride-hailing commissions in Indonesia.
"there's been a lot of speculation in the media about what might happen in Indonesia... government have not proposed any changes"
Increase in expected credit losses (ECL) due to rapid loan book expansion.
"increase in the expected credit losses coming out of the models... natural consequence of that growth"
High demand required boosting driver incentives to maintain fulfillment quality.
"we've had to actually boost the driver incentives slightly because the growth in demand was so high"
Curated quotes about customer outcomes, retention, renewals.
"Our daily transactions are growing faster than our monthly transactions. We are succeeding in our goal of being part of the daily lives of Southeast Asians."
"Our focus on affordability... was explicitly designed for this purpose. These services are now essential for our users... which makes us a must-have service."
"users who engage across mobility, deliveries, and financial services stay longer, spend more, and are meaningfully cheaper to serve over time"
"The intent here is to grow the lifetime value of every user who joins us. We are focused on driving users into new categories"
"If we get the partnership right, we build something competitors can't easily replicate, and it creates high loyalty."
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