Smartsheet Inc
smartsheet.com ↗In their words
“The full churn rate increased slightly due to elevated churn rates in our smaller customer segments and is now around 4.5%”
“The full churn rate remains below 4%.”
“The full churn rate dropped further and now rounds down to a record low of 4%.”
NPS disclosures (0)
No NPS disclosures yet.
Retention disclosures (43)
Smartsheet reported dollar-based net retention rate of 111% in Q3 2025 earnings, highlighting strong customer retention and expansion.
Net revenue retention: 111% (Q3 FY2025 (October 31, 2024)) — “Dollar-based net retention rate for all customers (trailing 12 months) 111% 118%”
Churn: 4.5% (Q2 2025) — “The full churn rate increased slightly due to elevated churn rates in our smaller customer segments and is now around 4.5%”
Net revenue retention: 113% (Q2 FY2025) — “Dollar-based net retention rate was 113%”
Net revenue retention (all customers): 114% (TTM as of April 30, 2024) — “Dollar-based net retention rate for all customers (trailing 12 months) 114 % 123 %”
Net revenue retention (all customers): 116% (FY2024) — “Dollar-based net retention rate for all customers (trailing 12 months) 116 % 125 % 134 %”
Net revenue retention (Enterprise): 120% (Q4 2024) — “The enterprise dollar-based net retention rate for Q4 is over 120%.”
Churn: 4% (Q4 2024) — “The full churn rate was 4%.”
Net revenue retention: 116% (FY2024) — “Dollar-based net retention rate was 116%”
Net revenue retention (all customers): 118% (Q4 2023) — “Dollar-based net retention rate for all customers (trailing 12 months) 118 % [as of October 31, 2023]”
Net revenue retention (all customers): 121% (Q3 2023) — “Dollar-based net retention rate for all customers (trailing 12 months) 121 % [as of July 31, 2023]”
Net revenue retention: 123% (Q1 FY2024) — “Dollar-based net retention rate was 123%”
Churn: 4% (Q4 2023) — “The full churn rate remains below 4%.”
Net revenue retention: 125% (Q4 FY2023) — “Dollar-based net retention rate was 125%”
Net revenue retention: 129% (Q3 FY2023) — “Dollar-based net retention rate was 129%”
Net revenue retention: 131% (Q2 FY2023) — “Dollar-based net retention rate was 131%”
Net revenue retention (Customers with ARR over $500,000): 149% (Q1 2023) — “149% for our customers with ARR over $500,000.”
Churn: 4% (Q1 2023) — “The full churn rate dropped further and now rounds down to a record low of 4%.”
Net revenue retention: 133% (April 30, 2022) — “Dollar-based net retention rate for all customers (trailing 12 months) 133 % 125 %”
Net revenue retention (all customers): 134% (TTM ended January 31, 2022) — “Dollar-based net retention rate for all customers (trailing 12 months) 134%”
Net revenue retention: 134% (FY2022) — “Ended the year with a dollar-based net retention rate of 134%, an increase from 123% at the end of fiscal year 2021”
Net revenue retention: 131% (Q3 2022) — “Dollar-based net retention rate was 131%”
Net revenue retention: 128% (Q2 2022) — “Dollar-based net retention rate was 128%”
Net revenue retention: 125% (Q1 2022) — “Dollar-based net retention rate was 125%”
Net revenue retention (customers with >10,000 employees): 140% (Q4 2021) — “the dollar-based net retention rate for the over-10,000-employee customer segment was 140% higher than the rest”
Net revenue retention: 123% (Q4 2021) — “Dollar-based net retention rate was 123%”
Net revenue retention (all customers): 125% (Q4 2020) — “Dollar-based net retention rate for all customers (trailing 12 months) 125 %”
Churn: 7% (Q3 2021) — “The full churn rate improved and rounded down to 7%.”
Net revenue retention (all customers): 128% (Q3 2020) — “Dollar-based net retention rate for all customers (trailing 12 months) 128 %”
Net revenue retention: 132% (Q1 2021) — “Dollar-based net retention rate was 132%”
Churn: 8% (Q4 2020) — “our churn rate is now below 8%”
Net revenue retention: 135% (Q4 FY2020) — “Dollar-based net retention rate was 135%”
Net revenue retention (all customers): 134% (FY2019) — “Dollar-based net retention rate for all customers (trailing 12 months) 134% for January 31, 2019 compared to 130% for January 31, 2018.”
Churn: 10% (Q4 2019) — “churn declined nearly 50 basis points and is now below 10%”
Net revenue retention: 134% (FY2019) — “Dollar-based net retention rate was 134%”
Net revenue retention (all customers): 132% (TTM ended October 31, 2018) — “Dollar-based net retention rate for all customers (trailing 12 months) 132 %”
Churn: 10% (Q3 2019) — “this quarter, it is rounding down to 10%. So, we had another roughly 40-basis-point improvement in our churn rate”
Net revenue retention: 132% (Q3 FY2019) — “Dollar-based net retention rate reaching a record 132%”
Net revenue retention (all customers): 131% (TTM ended July 31, 2018) — “Dollar-based net retention rate for all customers (trailing 12 months) 131 %”
Churn: 10.5% (Q2 2019) — “the loss rate...it's coming down. It's closer to the 10.5% now”
Net revenue retention: 131% (Q2 FY2019) — “Q2 was a strong quarter with revenue growing 59% year-over-year and net dollar retention rate reaching a record 131%”
Net revenue retention: 130% (Q1 FY2019) — “Dollar-based net retention rate was 130%”
Net revenue retention (all customers): 130% (trailing 12 months ended January 31, 2018) — “130% dollar-based net retention rate for the trailing 12 months ended January 31, 2018”
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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.