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 (2)
Freshworks achieved a customer satisfaction score (CSAT) of 97.8%.
We provide digital onboarding directly or with partners to all customers. We conduct health checks and business reviews, monitor customer satisfaction and net promoter scores, and identify gaps to proactively address any concerns. Our customer success team is also responsible for customer renewals and for identifying expansion opportunities.
Retention over time
Retention figures Freshworks has published, by date. Where several business units report, the one reported most often is shown.
Retention disclosures (18)
Freshworks reported 104% net revenue retention rate, indicating expansion within existing customer base.
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 strong net dollar retention in Q1 2026 results, with total revenue of $228.6 million, up 16%.
Freshworks reported Net Revenue Retention Rate of 106% in Q1 CY2026, up from 104% in the previous quarter, with billings of $229.7 million.
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”
31 earlier entries are in the full version. Get full access →
Lighthouse companies in Technology
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.