Zoom Video Communications, Inc.
zoom.us ↗In their words
“In our Online business, Q2 Average Monthly Churn was 2.9%, in line with Q2 of last year”
“The eighth quarter in a row plus 130% net renewal rate”
“The high level of satisfaction and trust customers have in Zoom was evident in our net dollar expansion rate that was over 130% for the seventh consecutive quarter and our Net Promoter Score which remained above 70 in Q4.”
Disclosed NPS over time
Every Net Promoter Score Zoom Video Communications, Inc. has published, by date.
NPS disclosures (17)
Zoom's brand campaign strategy was informed by customer feedback reflected in Net Promoter Scores, with 100% customer participation in feedback collection.
Zoom reports industry-leading NPS of 58 from over 22,000 responses.
Zoom partners with Sequoia in $100M funding round, earning industry-leading Net Promoter Score of 69 for effortless collaboration.
Zoom has a Net Promoter Score of 70 in an industry with an NPS average of 20, indicating strong user recommendation.
Zoom Video Communications has a net promoter score of more than 70, indicating customers are overwhelmingly satisfied with the product.
Zoom has a net promoter score over 70, functioning as a self-selling product with strong organizational network effects.
In 2019, our average customer Net Promoter Score (“NPS”) was over 70.
The high level of satisfaction and trust customers have in Zoom was evident in our net dollar expansion rate that was over 130% for the seventh consecutive quarter and our Net Promoter Score which remained above 70 in Q4.
This is further evidenced by our Net Promoter Score, which remained above 70 in Q3. Eric discussed two examples of how this strategy contributed to our Q3 results and let me give you a third one.
Zoom reported an NPS of 70, contributing to its creation of an $18 billion valuation through strong revenue and customer loyalty.
Zoom Video boasts an extremely high Net Promoter Score of more than 70.
Zoom reported a Net Promoter Score of 69, attributing growth to simplicity, quality, features and price.
In 2018, our average customer Net Promoter Score (NPS) was over 70. Gartner has named Zoom a Leader in its Magic Quadrant for Meeting Solutions based on our “ability to execute” and “completeness of vision.” Zoom also has consistently high scores across…
In 2018, our average customer Net Promoter Score (NPS) was over 70. Gartner has named Zoom a Leader in its Magic Quadrant for Meeting Solutions based on our “ability to execute” and “completeness of vision.” Zoom also has consistently high scores across…
Zoom, with over 1,200 employees worldwide, achieved a Net Promoter Score of 71, reflecting its customer-focused brand positioning.
Zoom has achieved an industry-crushing Net Promoter Score with happy customers.
Retention disclosures (47)
Zoom's net revenue retention rate shows churn pressure; Enterprise CX and Phone adoption flagged as key swing factors.
Zoom maintains a strong net revenue retention rate of 98.5%, reflecting low customer switching costs.
Zoom Communications' latest update highlights focus on enterprise retention and customer value proposition.
Zoom reports Q2 CY2026 net revenue retention rate of 99% with 4,625 customers paying over $100,000 annually.
Net revenue retention (Enterprise business): 99% (Q2 2027) — “trailing 12-month net dollar expansion...99% now for the second quarter”
Churn (Online business): 2.9% (Q2 2027) — “In our Online business, Q2 Average Monthly Churn was 2.9%, in line with Q2 of last year”
Zoom's net revenue retention rate was 99% in Q1, measuring spending by existing customers from a year ago.
Zoom has a weak net retention rate, signaling that some customers are not expanding spend.
Zoom's net revenue retention rate rose to 99% from 98% in the previous quarter, with annual recurring revenue of $4.96 billion.
Zoom reports net retention of 98% in Q4 2026 earnings call.
Zoom's Q1 2026 net revenue retention rate improved to 99% from 98% in the prior quarter.
Churn (Online): 3% (Q1 FY2027) — “Online average monthly churn of 3.0% for the first quarter, compared to 2.8%”
Net revenue retention (Enterprise): 99% (Q1 FY2027) — “trailing 12-month net dollar expansion rate for Enterprise customers increased to 99% from 98%”
Net revenue retention (Enterprise customers): 98% (Jan 31 2026) — “trailing 12 month net dollar expansion rate for Enterprise customers was 98%, 98%, and 101%”
Churn (Online customers): 2.8% (FY2026) — “online monthly average churn for our Online customers was 2.8%, 2.9%, and 3.1% per month”
Churn (Online): 2.9% (Q4 FY2026) — “Online average monthly churn of 2.9% for the fourth quarter, compared to 2.8%”
Churn (Online customers): 2.7% (Q3 2025, monthly) — “The online monthly average churn for our Online customers was 2.7% per month for both the three months ended October 31, 2025 and 2024”
Zoom reports 94% customer retention with enterprise customers spending over $100,000 annually growing 8.7% year-over-year.
Churn (Online): 2.9% (Q2 FY2026, monthly) — “Online average monthly churn of 2.9% for the second quarter, flat year over year”
Churn (Online customers): 2.8% (three months ended April 30, 2025) — “The online monthly average churn for our Online customers was 2.8% per month (2025) vs 3.2% (2024)”
Churn (Online customers): 2.9% (FY2025) — “online monthly average churn for our Online customers was 2.9%, 3.1%, and 3.4% per month for the fiscal years ended January 31, 2025, 2024, and 2023, respectively”
Churn (Online): 2.8% (Q4 FY2025, monthly) — “Online average monthly churn of 2.8% for the fourth quarter, down 20 bps from the same quarter last fiscal year”
Net revenue retention (Enterprise customers): 98% (Q4 FY2025) — “A trailing 12-month net dollar expansion rate for Enterprise customers of 98%”
Churn (Online customers): 2.7% (Q3 2024 (monthly)) — “online monthly average churn for our Online customers was 2.7% and 3.0% per month for the three months ended October 31, 2024 and 2023”
Net revenue retention (Enterprise): 98% (Q3 FY2025, trailing 12-month) — “A trailing 12-month net dollar expansion rate for Enterprise customers of 98%”
Net revenue retention (Enterprise customers): 98% (Q2 FY2025) — “A trailing 12-month net dollar expansion rate for Enterprise customers of 98%”
Churn (Online average monthly): 2.9% (Q2 FY2025) — “Online average monthly churn of 2.9% for the second quarter, down 30 bps from the second quarter fiscal year 2024”
Churn (Online customers): 3.2% (Q1 FY2025) — “The online monthly average churn for our Online customers was 3.2% per month for the three months ended April 30, 2024”
Net revenue retention (Enterprise customers): 99% (Q1 FY2025) — “A trailing 12-month net dollar expansion rate for Enterprise customers of 99%”
Churn (Online customers): 3.1% (FY2024 monthly) — “online monthly average churn for our Online customers was 3.1%, 3.4%, and 3.9% per month for the fiscal years ended January 31, 2024, 2023 and 2022”
Net revenue retention (Enterprise): 101% (Q4 FY2024, trailing 12-month) — “a trailing 12-month net dollar expansion rate for Enterprise customers of 101%”
Churn (Online): 3% (Q4 FY2024, monthly) — “online average monthly churn of 3.0% for the fourth quarter, down 40 bps from the same quarter last fiscal year”
Zoom's strong customer retention and expanding usage helped boost Q3 margins, contributing to raised 2024 guidance.
Churn (Online customers): 3% (Q3 FY2024) — “Online average monthly churn of 3.0% for the third quarter, down 10 bps from the same quarter last fiscal year”
Net revenue retention (Enterprise customers): 105% (Q3 FY2024) — “A trailing 12-month net dollar expansion rate for Enterprise customers of 105%”
Churn (Online customers): 3.2% (Q2 FY2024) — “Online average monthly churn of 3.2% for the second quarter, down 40 bps from the same quarter last fiscal year”
Net revenue retention (Enterprise customers): 109% (Q2 FY2024) — “A trailing 12-month net dollar expansion rate for Enterprise customers of 109%”
Churn (Online customers): 3.1% (Q1 FY2024) — “Online average monthly churn of 3.1% for Q1, down 50 bps from the same quarter last fiscal year”
Net revenue retention (Enterprise customers): 112% (Q1 FY2024) — “A trailing 12-month net dollar expansion rate for Enterprise customers of 112%”
Churn (Online customers): 3.4% (FY2023 (fiscal year ended January 31, 2023)) — “The online monthly average churn for our Online customers was 3.4%, 3.9%, and 4.9% per month for the fiscal years ended January 31, 2023, 2022 and 2021, respectively.”
Net revenue retention (Enterprise customers): 115% (trailing 12-month) — “trailing 12-month net dollar expansion rate for Enterprise customers of 115%”
Churn (Online customers): 3.1% (Q1 2023 (three months ended Oct 31, 2022)) — “The online monthly average churn for our Online customers was 3.1% and 3.7% per month for the three months ended October 31, 2022 and 2021, respectively”
Net revenue retention (Enterprise customers): 117% (Q3 FY2023 (trailing 12-month)) — “A trailing 12-month net dollar expansion rate for Enterprise customers of 117%.”
Zoom reported strong customer retention and solid growth, with increased customers during pandemic quarantine.
Churn (Customers with ≤10 employees (monthly)): 4% (monthly, Q2 2021) — “monthly customers churn on average about 4% per month...we did see an increase against that in Q2”
Net revenue retention (Overall business): 130% (Q1 2021) — “the eighth quarter in a row plus 130% net renewal rate”
Net revenue retention: 130% (Q3 2020) — “net expansion rate of being over 130% for six consecutive quarters”
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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.