HubSpot
hubspot.com ↗In their words
“Net revenue retention was 102%, down 1 point year-over-year as continued seat and credit expansion was offset by other net upgrade headwinds”
“Net revenue retention was 103%, down sequentially as expected but up over half a point year over year”
“Customer dollar retention remained in the high 80s in Q4”
NPS disclosures (16)
We also systematically gather ecosystem feedback through our biannual "partner pulse" NPS survey and targeted research initiatives, generating actionable insights that benefit our customers, partner community, and HubSpot's continued evolution.
We collect and analyze customer feedback from all channels across the organization and customer journey, including, but not limited to, NPS surveys, HubSpot’s Customer Advisory Board, the HubSpot Community forum, Sales and Customer Success data, and…
As a result, we focused on setting up a clear and consistent virtual event cadence which resulted in record-high NPS and introduced joint marketing and sales campaigns to align our solutions partners, sales, and customer success teams.
We had really good engagement both in terms of the breakouts as well as the spotlight sessions and the NPS for some of the sessions were better than even last year.
HubSpot's Service Hub Customer Portal includes pre-built Net Promoter Score and Customer Effort Score measurement tools.
This team collects and analyzes customer feedback from all channels across the organization and customer journey, distributes insights to relevant teams, an
I’ll just add to that, like some of the investments we made are really paying off in -- it’s a leading indicator but NP -- our Net Promoter Score is something we’ve been obsessed about for a couple of years.
We had two new product offerings this year in Marketing Hub Enterprise and the CMS Hub launch and our Net Promoter Scores are sky high. We broke a bunch of records with our Net Promoter Scores from our customers.
And then while we're announcing new hubs and releasing lots of new kind of optimum functionality, actually, our Net Promoter Score was very high as ever.
In the fourth quarter of 2019, we had revenue retention above 100% and achieved record high net promoter scores from our customers. Also during 2019, we made great progress in making HubSpot the center of our customers’ flywheel: •
I’m exceptionally proud of how we’ve started to see those investments pay off in the levels of customer net promoter score we saw in the fourth quarter," said Brian Halligan, co-founder and CEO.
One of the million metrics we look at is customer Net Promoter Score, customer happiness referral rates. As you might imagine they really dipped.
HubSpot announced new Sales Center updates including automated Net Promoter Score feedback and sentiment analysis tools.
HubSpot launches Customer Hub featuring Net Promoter Score tracking, sentiment analysis, and churn forecasting.
It's still early days, but we're seeing a nice uplift in both customer retention and net promoter score out of our gross stack customer base, where our customers win and we win, everybody grows.
HubSpot uses NPS surveys with customers asking standard satisfaction questions.
Retention disclosures (51)
HubSpot's Q2 revenue grew 20% as reported, but net revenue retention declined to 102% from prior quarter, reflecting AI monetization challenges.
HubSpot discussed net revenue retention metrics as part of its AI agent strategy and 2030 margin target updates at an analyst day.
HubSpot's net revenue retention dropped to 102% as the company trimmed 2026 revenue guidance.
HubSpot's net revenue retention increased sequentially to 105% in Q4 FY2025, up from 101.8% in the prior year.
HubSpot reports net revenue retention of 102%, down 1 percentage point, reflecting budget optimization and downgrade pressure.
Net revenue retention: 102% (Q2 2026) — “net revenue retention was 102%, down 1 point year-over-year as continued seat and credit expansion was offset by other net upgrade headwinds”
Total customers reached nearly 300,000 (~16% YoY increase) with ~10,800 net new customers in Q1; customer dollar retention in the high 80s; net revenue retention 103% (down seasonally vs prior quarter but up ~0.5 pts YoY).
HubSpot expected to drive durable adoption and net revenue retention expansion in coming periods.
HubSpot's net revenue retention is just over 100 percent, noted as a weak point amid slowing growth.
HubSpot's land-and-expand model supports net revenue retention by providing existing customers a natural path to higher-value subscription tiers.
HubSpot's net revenue retention stood at 103%, up over half a percentage point year over year, though down sequentially due to seasonality.
HubSpot forecasts FY2026 revenue of $3.7B–$3.708B and expects to expand net revenue retention by 1–2 points in 2026.
Net revenue retention: 103% (Q1 2026) — “net revenue retention was 103%, down sequentially as expected but up over half a point year over year”
Gross revenue retention: 88% (Q4 2025) — “Customer dollar retention remained in the high 80s in Q4”
Net revenue retention: 105% (Q4 2025) — “net revenue retention increased sequentially, as expected, to 105%. For the full year of 2025, net revenue retention was 103.5%, up from 101.8% in 2024”
Net revenue retention: 103.5% (FY2025) — “Net Revenue Retention 103.5 % ... 101.8 % for year ended December 31, 2025 vs 2024”
HubSpot earnings call highlights focus on customer retention and net revenue retention evolution.
Net revenue retention: 103% (Q2 2025) — “Net revenue retention was 103%, up roughly 1 point sequentially, primarily driven by faster seat upgrades”
HubSpot achieved peak net revenue retention of 115%, up from 88.6% at IPO, though challenged by churn among SMB customers.
Net revenue retention: 102% (Q1 2025) — “Net revenue retention was 102% in Q1, down two points sequentially as expected”
Gross revenue retention: 88% (Q4 2024) — “Q4 customer dollar retention remained healthy in the high 80s”
Net revenue retention: 104% (Q4 2024) — “net revenue retention increased 2 points sequentially to 104%, reflecting the continued momentum in seat expansion”
Net revenue retention: 102.2% (FY2024) — “Net Revenue Retention 102.2 % 103.9 % 110.3 % ... Year Ended December 31, 2024 2023 2022”
HubSpot has improved customer retention as customers using multiple hubs become more deeply integrated with the ecosystem, increasing switching costs.
HubSpot highlighted as go-to solution for driving customer retention and growth through inbound marketing.
Analyst notes HubSpot's gross dollar retention in the high 80s as a structural strength supporting market share expansion.
Analyst report highlights HubSpot's strong customer retention and expected market share gains driven by AI innovations and efficient go-to-market efforts.
Net revenue retention: 102% (Q1 2024) — “net revenue retention was 101% or 102% if you remove the impact of Clearbit in the quarter”
HubSpot unveils Service Hub updates focused on supporting customer retention through integrated support and success management tools.
Gross revenue retention: 88% (Q4 2023) — “Gross retention held steady in the high 80s in Q4”
Net revenue retention: 101% (Q4 2023) — “net revenue retention was comfortably above 100 and flat sequentially”
Net revenue retention: 103.9% (Year ended Dec 31, 2023) — “Net Revenue Retention 103.9 % 110.3 % 115.2 % ... Year Ended December 31, 2023 2022 2021”
Net revenue retention: 100% (Q3 2023) — “we remain confident that we can maintain net revenue retention above 100%”
Net revenue retention: 103% (Q2 2023) — “Net revenue retention was 103%, down one point sequentially”
Net revenue retention: 104% (Q1 2023) — “Net revenue retention was 104%, down 3 points sequentially”
Net revenue retention: 107% (Q4 2022) — “Net revenue retention was 107% in Q4, down 2 points sequentially”
Gross revenue retention: 88% (Q4 2022) — “We maintained a healthy gross retention rate in the high 80s in Q4”
Net revenue retention: 110.3% (FY2022) — “Net Revenue Retention 110.3 % ... Year Ended December 31, 2022”
Reputation sentiment analysis integrated into HubSpot App Marketplace to track impact on customer retention.
Reputation integrates with HubSpot Marketplace to provide sentiment data and insights for improving customer retention.
Net revenue retention: 109% (Q3 2022) — “Net revenue retention was 109% in Q3, down quarter-over-quarter”
Gross revenue retention: 88% (Q3 2022) — “we maintained a healthy growth retention rate in the high 80s”
Net revenue retention: 115.2% (YE 2021) — “Net Revenue Retention 115.2 % 102.3 % 99.9 % [for years ended December 31, 2021, 2020, 2019]”
Net revenue retention: 110% (Q4 2021) — “We saw net revenue retention rates that trended nicely above 110% for both Q4 and the full year”
Net revenue retention: 110% (Q3 2021) — “continued strength in revenue retention in Q3, trending nicely above our new target level of 110%”
Hotel CRM software market includes focus on customer retention and loyalty by key players like HubSpot.
Net revenue retention: 90% (Q2 2020) — “we maintained a net revenue retention rate of 90%”
Net revenue retention: 100% (Q1 2020) — “net revenue retention rate fall from over 100% through the first 2 months of the year to the low 90s in March”
HubSpot uses customer retention as one of several performance metrics to determine partner rankings.
HubSpot's multi-product platform strategy aims to keep customer retention levels high.
Retention rate: 80% (Q2 2016) — “customer retention inside of that was a low 80, once again good place to be in the SMB”
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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.