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”
“Zoom maintains a strong net revenue retention rate of 98.5%, reflecting low customer switching costs.”
“Trailing 12-month net dollar expansion...99% now for the second quarter”
NPS disclosures (2)
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.
Retention over time
Retention figures Zoom Video Communications, Inc. has published, by date. Where several business units report, the one reported most often is shown.
Retention disclosures (18)
Zoom has a weak net revenue retention rate, signaling that some customers are not expanding or are churning.
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.
Net revenue retention (Enterprise): 99% (Q1 FY2027) — “trailing 12-month net dollar expansion rate for Enterprise customers increased to 99% from 98%”
Churn (Online): 3% (Q1 FY2027) — “Online average monthly churn of 3.0% for the first quarter, compared to 2.8%”
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”
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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.