Zendesk, Inc.
zendesk.com ↗In their words
“Annual NER for the first quarter was 121%. Churn and contraction achieved a new all-time low in the quarter.”
“Our NER for the quarter was 122%, in-line with last quarter and above our 110-120% long-term healthy range.”
“Our net expansion rate (NER) increased to 122%, above our targeted range of 110-120%.”
NPS disclosures (4)
Zendesk CEO discusses proactive customer engagement tied to weekly Net Promoter Score surveys as part of customer focus strategy.
Zendesk Explore shares real-time customer experience metrics, replacing traditional call handling efficiency and NPS snapshots.
Zendesk joined Shopify Plus Technology Partner Program, aiming to improve customer satisfaction and net promoter scores.
Zendesk launched built-in Net Promoter Score surveys to allow organizations to measure customer loyalty trends.
Retention disclosures (38)
Zendesk's 2025 CX Trends Report highlights human-centric AI as a driver of customer loyalty.
Zendesk enhanced conversational experiences with proactive messages to help increase customer loyalty and retention.
Net revenue retention: 111% (Q3 2022) — “Our dollar-based net expansion rate was 111% as of September 30, 2022.”
Net revenue retention: 115% (Q2 2022) — “Our dollar-based net expansion rate was 115% as of June 30, 2022.”
Net revenue retention: 121% (Q1 2022) — “Annual NER for the first quarter was 121%. Churn and contraction achieved a new all-time low in the quarter.”
Net revenue retention: 122% (Q4 2021) — “Our NER for the quarter was 122%, in-line with last quarter and above our 110-120% long-term healthy range.”
Net revenue retention: 122% (Q3 2021) — “Our net expansion rate (NER) increased to 122%, above our targeted range of 110-120%.”
Net revenue retention (organizational customers): 100% (Q2 2021) — “100%+ dollar-based net retention rate for organizational customers”
Net revenue retention: 114% (Q1 2021) — “dollar-based net expansion rate, which we use to quantify our annual expansion net of churn and contraction within existing customers, was 114% at the end of the first quarter of 2021, compared to 112% at the end of the fourth quarter of 2020”
Net revenue retention: 120% (Q4 2020) — “Dollar-based net expansion rate 120% in healthy range”
Net revenue retention: 112% (Q3 2020) — “Our dollar-based net expansion rate, which we use to quantify our annual expansion within existing customers, was 112% at the end of the third quarter, compared to 111% at the end of the second quarter of 2020.”
Net revenue retention: 111% (Q2 2020) — “dollar-based net expansion rate...was 111% at the end of the second quarter, compared to 115% at the end of the first quarter of 2020”
Zendesk released a CX Benchmark Report noting that customer experience directly impacts customer loyalty and retention.
Net revenue retention: 115% (Q1 2020) — “Our dollar-based net expansion rate was 115% as of March 31, 2020”
Net revenue retention: 116% (FY2019) — “Our dollar-based net expansion rate was 116% as of December 31, 2019”
Net revenue retention: 116% (Q3 2019) — “Our dollar-based net expansion rate remained healthy at 116%”
Net revenue retention: 117% (Q2 2019) — “Our dollar-based net expansion rate, which we use to quantify our annual expansion within existing customers, was 117% at the end of the second quarter, compared to 118% at the end of the first quarter of 2019.”
Net revenue retention: 118% (Q1 2019) — “Our dollar-based net expansion rate remained healthy at 118%”
Net revenue retention: 119% (Q4 2018) — “Dollar-based net expansion rate, which we use to quantify our annual expansion within existing customers, was 119% at the end of the fourth quarter”
Net revenue retention: 118% (Q3 2018) — “dollar-based net expansion rate, which we use to quantify our annual expansion within existing customers, was 118% at the end of the third quarter, compared to 119% at the end of the second quarter”
Zendesk Connect enables automated customer engagement, leading to increased retention with Freshly customers.
Net revenue retention: 120% (Q1 2018) — “the dollar-based net expansion rate for existing customers was 120%”
Zendesk email tracking feature helps teams follow up efficiently to increase customer retention and sales.
Net revenue retention: 119% (Q4 2017) — “dollar-based net expansion rate, which we use to quantify our annual expansion within existing customers, increased by one percentage point to end the fourth quarter at 119%”
Net revenue retention: 118% (Q3 2017) — “dollar-based net expansion rate also increased by two percentage points to end the third quarter at 118%, compared to 116% at the end of the second quarter of 2017”
Net revenue retention: 116% (Q2 2017) — “Our dollar-based net expansion rate also increased by one percentage point to end the second quarter at 116%, compared to 115% at the end of the first quarter of 2017”
Net revenue retention: 115% (Q4 2016) — “In the fourth quarter, our dollar-based net expansion rate was 115%, as compared to 123% in the same period last year, and 114% in the third quarter of 2016”
Net revenue retention: 114% (Q3 2016) — “Our dollar-based net expansion rate at the end of the third quarter was 114%.”
Net revenue retention: 118% (Q2 2016) — “For the second quarter of 2016, our dollar-based net expansion rate was 118%.”
Net revenue retention: 122% (Q1 2016) — “For the first quarter of 2016, our dollar-based net expansion rate was 122%.”
Net revenue retention (customer service platform): 123% (FY2015) — “Our dollar-based net expansion rate was 123% as of December 31, 2015.”
Net revenue retention (customer service platform (excluding Starter plan)): 125% (Q3 2015) — “Our dollar-based net expansion rate was 125% as of September 30, 2015.”
Net revenue retention: 122% (June 30, 2015) — “Our dollar-based net expansion rate was 122% as of June 30, 2015.”
Net revenue retention: 119% (Q1 2015 (as of March 31, 2015)) — “Zendesk's adjusted dollar-based net expansion rate as of March 31, 2015 was 119%.”
Net revenue retention (customer service platform (excluding Starter plan)): 120% (FY2014) — “Our dollar-based net expansion rate was 120% as of December 31, 2014.”
Net revenue retention: 120% (Q4 2014) — “Zendesk's annualized dollar-based net expansion rate was 120% as of December 31, 2014”
Net revenue retention: 123% (Q3 2014) — “Annualized dollar-based net expansion rate was 123%”
Net revenue retention: 122% (June 30, 2014) — “Our dollar-based net expansion rate was 122% as of June 30, 2014.”
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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.