Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 105% in FY-2022. Latest is 101% - that's -4pp from peak.
National Research is below the Healthcare SaaS Public median by -9pp (cell median: 110%)
National Research (NRC) is a healthcare saas company at the public stage. As of its most recent disclosure (FY2025-Q4), National Research reported a Net Revenue Retention rate of 101% - a mid-pack result for B2B SaaS at this segment.
National Research's NRR peaked at 105% in FY-2022, 4pp above today's level.
Within its peer set (healthcare saas companies at public stage in the $100k-$500k acv band), National Research's NRR is below the cell median of 110%. 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.
Forward-booked revenue by maturity. Renewal pipeline visibility.
CS team segments: market insights · patient experience · customer experience · employee experience
CSM model: account-named
Education programs: NRC Health TGI
Top customer exec: Helen Hrdy - Chief Operating Officer (formerly Chief Customer Officer) · reports to CEO
CCO comp tied to retention: Yes - Clawback Policy covers incentive-based compensation based on financial results; CCO bonus tied to equity grants.
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Increased contracted services to support investments in Human Understanding solutions.
"increased contracted services to support investments in our Human Understanding solutions"
Benefit giving associates the option of a $2,000 401(k) contribution, HSA contribution or lifestyle spending.
"In 2025, we also continued to provide an associate empowerment benefit ("AEB")"
Continued investment in technology and development for the Human Understanding portfolio.
"increased spending on IT contractor services related to continued investments in technology and development."
AI engine built for Human Understanding serving as a healthcare experience management companion.
"Huey, our AI engine built for Human Understanding®, serves as a healthcare experience management companion."
Portfolio of AI-enabled solutions for patient experience and engagement.
"portfolio of Artificial Intelligence ("AI")-enabled subscription-based solutions provides actionable information"
Transitioning from a reactive support model to a proactive customer success motion to drive higher NRR.
"We are continuing to invest in our customer success transformation, moving from a reactive to a proactive motion."
Reorganized sales to be single-threaded on individual products (Experience, Market Insights, Governance Institute).
"we attribute much of our go-to-market success over the last year to the reorganization of our sales enterprise"
A research-led analysis comparing consumer sentiment to actual patient experience to drive cross-sell conversations.
"Our research team... designed an analysis, for instance, that we refer to as the trust gap"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
TRCV was lower for the second quarter of 2025 compared to the second quarter of 2024.
"TRCV was lower for the second quarter of 2025 compared to the second quarter of 2024"
Customer consolidation and budget constraints in the healthcare sector impacting retention and expansion.
"Retention rates were impacted by continued consolidation and budget constraints within our customer base."
Decrease in retention rates attributed to customer budget constraints and consolidation.
"The decrease in our gross and net retention rates was primarily due to continued pressure on customer budgets."
Significant leadership changes including new CEO and CFO appointments.
"In 2025, the Company underwent significant leadership changes which impacted our Named Executive Officers"
Increased compensation and stock-based compensation related to executive leadership transition impacting margins.
"Operating income decreased in the 2026 period... due to the increased compensation related to our executive leadership transition"
Decline in revenue and margin due to sales force changes and less robust product innovation prior to 2025.
"revenue and operating margin declined since 2023 primarily due to lower new sales and retention rates prior to 2025"
Curated quotes about customer outcomes, retention, renewals.
"We delivered a strong start to 2026... reflecting the tangible momentum building across our business."
"Our customer NPS, or Net Promoter Score, hit 75 in the last quarter, which is our highest ever."
"Retention measured by losses and downsells improved as well due to the strength of our customer success organization."
"our clients work directly with a dedicated NRC team... This hands-on approach builds trust, accelerates time-to-value"
"We'll continue strengthening our customer success capabilities to engage more deeply across our clients' organizations."
"Our customer strategy team has reduced TRCV losses and downsells by nearly 50%."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
National Research appears on 1 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 |
|---|---|---|---|---|
| FY2025-Q4 | 101% | 92% | presentation-pdf | source ↗ |
| FY2025-Q3 | 101% | 90% | earnings-press-release | source ↗ |
| FY2024-Q4 | 103% | 93% | presentation-pdf | source ↗ |
| FY2024-Q3 | 102% | 92% | presentation-pdf | source ↗ |
| FY2023-Q4 | 101% | 90% | presentation-pdf | source ↗ |
| FY-2023 | 101% | 90% | presentation-pdf | source ↗ |
| FY2022-Q4 | 104% | 91% | presentation-pdf | source ↗ |
| FY-2022 | 105% | 93% | presentation-pdf | source ↗ |
Generate a live retention report against National Research and your full peer cell. Ungated. Downloadable as PDF.