Freshworks
freshworks.com ↗In their words
“Excluding the legacy Device42 customers, Net dollar retention was 106% constant currency”
“Net dollar retention was 104% as reported and 105% on a constant currency basis in Q2”
“Q1 EX net dollar retention achieved 111% on an as-reported basis and 109% on a constant currency basis”
NPS disclosures (7)
Freshworks achieved a customer satisfaction score (CSAT) of 97.8%.
monitor customer satisfaction and net promoter scores
We conduct health checks and business reviews, monitor customer satisfaction and net promoter scores, and identify gaps to proactively address any concerns.
We conduct health checks and business reviews, monitor customer satisfaction and Net Promoter Scores, and identify gaps to proactively address any concerns.
With an increased ability to delight customers and employees, businesses also benefit from improved retention, higher net promoter scores (NPS), and better business outcomes.
With Freshworks, businesses are able to consistently exceed customer expectations, enjoy higher retention and higher NPS, all of which promote increased growth. ◦ Employee delight : With our intuitive, easy-to-use products, Freshworks users are able to…
With an increased ability to delight customers and employees, businesses also benefit from improved customer and employee retention, net promoter scores (NPS), and better business outcomes.
Retention disclosures (44)
Freshworks reports net dollar retention metrics in SEC filing.
Freshworks reported net revenue retention of 104% in Q2 2026, down from 106% in the prior quarter, alongside 16.6% ARR growth.
Freshworks disclosed net dollar retention metrics in recent earnings call.
Freshworks reported net revenue retention rate of 104% in Q2 CY2026, down from 106% in the previous quarter.
Net revenue retention (EX (Experience)): 106% (Q2 2026) — “Excluding the legacy Device42 customers, Net dollar retention was 106% constant currency”
Net revenue retention: 104% (Q2 2026) — “Net dollar retention was 104% as reported and 105% on a constant currency basis in Q2”
Net revenue retention (Freshservice AI Customers): 118% (Q1 2026) — “AI Agent NDR for EX customers with AI is ~118%”
Net revenue retention: 111% (Q1 2026) — “111% OVERALL EX NDR EX Multi-product NDR resolution rate”
Net revenue retention (Freshservice (Enterprise)): 119% (Q1 2026) — “Freshservice net retention rates are enterprise-class ~119%”
Freshworks reported Net Revenue Retention Rate of 106% in Q1 CY2026, up from 104% in the previous quarter, with billings of $229.7 million.
Freshworks reported strong net dollar retention in Q1 2026 results, with total revenue of $228.6 million, up 16%.
Net revenue retention: 106% (March 31, 2026) — “Net dollar retention rate 106% as of March 31, 2026, compared to 105% as of March 31, 2025”
Net revenue retention (EX (Experience)): 111% (Q1 2026) — “Q1 EX net dollar retention achieved 111% on an as-reported basis and 109% on a constant currency basis”
Net revenue retention: 104% (December 31, 2025) — “On constant currency basis, our net dollar retention rate was 104% which was an increase from prior year primarily due to an improvement in our overall churn rate.”
Net revenue retention: 108% (Q4 2025) — “Net dollar retention rate was 108%, compared to 105% in the third quarter of 2025”
Net revenue retention (Copilot customers): 116% (Q4 2025) — “net dollar retention rate Which improved significantly from 112% last quarter For CoPilot customers in Q4. to 116%”
Net revenue retention (Freddy Copilot customers): 112% (Q3 2025) — “Their net retention rate is 112% in Q3 for both CX and EX, higher than our overall base”
Churn: 14% (YoY) — “14% YoY improvement in Churn”
Net revenue retention: 104% (Q2 2025) — “Q2-25 Net Dollar Retention (CC) 104%”
Net revenue retention: 106% (Q2 2025 (as of June 30, 2025)) — “Net dollar retention rate 106% as of June 30, 2025, compared to 106% as of June 30, 2024, primarily due to lower expansion”
Net revenue retention: 105% (Q1 2025 (as of March 31, 2025)) — “Net dollar retention rate 105% as of March 31, 2025, which was a decrease from 106% as of March 31, 2024”
Net revenue retention: 103% (Q4 2024) — “Net dollar retention rate was 103% (105% adjusting for constant currency), compared to 107% in the third quarter of 2024 and 108% in the fourth quarter of 2023.”
Net revenue retention: 105% (Q4 2024) — “maintained a similar net dollar retention of 105% on a constant currency basis compared to the prior quarter”
Net revenue retention: 107% (Q3 2024) — “Net dollar retention rate was 107% as of September 30, 2024, which was a decrease from 108% as of September 30, 2023”
Net revenue retention (IT): 110% (Q2 2024) — “Our net dollar retention rates for this business exceed 110%”
Net revenue retention: 106% (Q1 2024) — “Net dollar retention rate 106% as of March 31, 2024, which was a decrease from 107% as of March 31, 2023”
Net revenue retention: 108% (Q4 2023) — “Net dollar retention rate was 108% (107% adjusting for constant currency), compared to 108% in the third quarter of 2023”
Net revenue retention: 107% (Q4 2023) — “our net dollar retention increased 1 percentage point quarter-over-quarter to 107% on a constant currency basis”
Net revenue retention: 114% (Q2 2023) — “Net Dollar Retention Rate...114%”
Net revenue retention: 107% (Q1 2023) — “Net dollar retention rate was 107% (108% adjusting for constant currency), compared to 108% in the fourth quarter of 2022 and 115% in the first quarter of 2022.”
Net revenue retention: 108% (Q1 2023) — “In Q1, our net dollar retention rate was 108% on a constant currency basis”
Net revenue retention: 108% (Q4 2022) — “Net dollar retention rate was 108%, and 110% adjusting for constant currency”
Net revenue retention: 110% (Q4 2022) — “In Q4, our net dollar retention was 110% on a constant currency basis.”
Net revenue retention: 107% (Q3 2022) — “Net dollar retention rate was 107% and 113% adjusting for constant currency, compared to 111% in the second quarter of 2022 and 117% in the third quarter of 2021.”
Net revenue retention: 113% (Q3 2022) — “Net dollar retention was 113% on a constant currency basis or 107% as reported”
Net revenue retention: 111% (Q2 2022) — “Net dollar retention rate of 111% in the second quarter, 115% adjusting for constant currency”
Net revenue retention: 115% (Q1 2022) — “Net dollar retention rate increased to 115%, up 1 percentage point quarter-over-quarter”
Net revenue retention: 114% (Q4 2021) — “Net dollar retention rate was 114%, compared to 117% in the third quarter of 2021 and 111% in the fourth quarter of 2020.”
Net revenue retention: 117% (Q3 2021) — “Net dollar retention rate of 117%, up 8 percentage points year-over-year”
Net revenue retention: 118% (June 30, 2021) — “our healthy net dollar retention rate of 118% as of June 30, 2021”
Freshworks urges companies to identify red flags and increase customer retention rates in post-pandemic environment.
Freshworks' omnichannel customer support software is designed to increase customer loyalty and retention.
Freshworks announced Freshsuccess customer success management tool designed to increase customer retention rates.
Freshworks acquires Natero to enhance customer success capabilities and increase customer retention rates.
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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.