26
NPS
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FreshBooks
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About FreshBooks' Brand
FreshBooks, cloud-based accounting software, allows owners to invoice clients, track time and run their small businesses in the cloud. Among its major competitors, FreshBooks is ranked in 5th place for NPS while Basware is 1st, and Xero Inc is 2nd. Overall, FreshBooks has a neutral social sentiment, when analyzing social media channels and online mentions.Their current valuation is $9.32B
Brand at a Glance
63%
Customer Loyalty
3.9/5
Product Quality
3.8/5
Pricing
3.7/5
Customer Service
FreshBooks Ranking
- #3 / 4 of its competitors
FreshBooks NPS
FreshBooks's Net Promoter Score (NPS) is a 26 with 56% Promoters, 14% Passives, and 30% Detractors. Net Promoter Score tracks whether FreshBooks's customers would recommend using the product based on a scale of -100 to 100.
FreshBooks Overall NPS
| 56% | Promoters |
|---|---|
| 14% | Passives |
| 30% | Detractors |
FreshBooks NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2023 32 | Mar 2023 | 32 |
Apr 2023 30 | Apr 2023 | 30 |
May 2023 31 | May 2023 | 31 |
Jun 2023 33 | Jun 2023 | 33 |
Jul 2023 32 | Jul 2023 | 32 |
Sep 2023 29 | Sep 2023 | 29 |
Dec 2023 27 | Dec 2023 | 27 |
Feb 2024 27 | Feb 2024 | 27 |
Jun 2024 27 | Jun 2024 | 27 |
Jul 2024 27 | Jul 2024 | 27 |
Jan 2025 27 | Jan 2025 | 27 |
Apr 2025 24 | Apr 2025 | 24 |
How Other Brands Compare
FreshBooks is ranked third for NPS among its competitors. Xero Inc and Workday come in first and second, with Oracle coming in at #4. Among those competitors, it is the lowest valued company behind Oracle.
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
FreshBooks NPS by Gender
Female customers rated FreshBooks's NPS 23 points higher than Male customers.
Male
-40
FreshBooks's NPS was rated -40 by Male customers on Comparably.
20%
Promoters
20%
Passives
60%
Detractors
Female
-17
FreshBooks's NPS was rated -17 by Female customers on Comparably.
33%
Promoters
17%
Passives
50%
Detractors
FreshBooks NPS by Ethnicity
FreshBooks's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -63 | Caucasian | -63 |
Asian or Pacific Islander 67 | Asian or Pacific Islander | 67 |
FreshBooks NPS by Age
FreshBooks's NPS was rated 34 points by customers ages 41-45 on Comparably.
FreshBooks NPS by Usage
FreshBooks's NPS was rated the highest by customers who have used FreshBooks's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 46 | Less than 1 Year | 46 |
1 to 2 Years 30 | 1 to 2 Years | 30 |
2 to 5 Years -16 | 2 to 5 Years | -16 |
5 to 10 Years 53 | 5 to 10 Years | 53 |
FreshBooks NPS vs. Competitors
Compared to its competitors, FreshBooks's NPS is rated right above Wave Financial Inc., and is preceded by Workday.
| COMPANY | NPS Score | |
|---|---|---|
 | Basware | 80 |
 | Xero Inc | 44 |
 | Zoho | 41 |
 | Workday | 31 |
| FreshBooks | 26 |
 | Wave Financial Inc. | 25 |
 | Sage | 20 |
 | Epicor Software | 17 |
 | SAP Concur | 15 |
 | Oracle | 11 |
FreshBooks Customer Reviews
Out of the 2 FreshBooks customer reviews 0 were positive and 2 were constructive. FreshBooks customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
FreshBooks Customer Loyalty
63%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
63% of FreshBooks users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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FreshBooks Customer Loyalty Score by Gender
Female customers rated FreshBooks's Customer Loyalty score 24% higher than Male customers.
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Male
46%
Yes
Female
70%
Yes
FreshBooks Customer Loyalty Score by Ethnicity
FreshBooks's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of FreshBooks.
55
out of 100
Caucasian
70
out of 100
Asian or Pacific Islander
FreshBooks Customer Loyalty Score by Age
FreshBooks's Customer Loyalty score was rated 100% by customers ages 41-45 on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
41-45 100% | 41-45 | 100% |
FreshBooks Customer Loyalty Score by Usage
FreshBooks's Customer Loyalty score was rated 78% by customers who have used FreshBooks's products/services for 2 to 5 Years, and by customers with Less than 1 Year of usage.
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FreshBooks Customer Loyalty vs. Competitors
Compared to its competitors, FreshBooks's Customer Loyalty score is rated right below Sage.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Wave Financial Inc. | 82% |
| Xero Inc | 80% |
| Zoho | 80% |
| Workday | 80% |
| Epicor Software | 77% |
| SAP Concur | 75% |
| Basware | 72% |
| Oracle | 72% |
| Sage | 67% |
| FreshBooks | 63% |
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FreshBooks Product Quality
3.9/5
FreshBooks has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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FreshBooks Product Information
FreshBooks serves markets in the United States, Asia, China, Europe, Japan, Middle-East and Africa, Australia, Canada, India, United Kingdom, Latin America, Germany, Brazil, and Mexico. FreshBooks supports iOS, Web, and Android devices and offers products for small and medium sized businesses.
FreshBooks’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Education industry rated FreshBooks's product the highest. Reviewers from the Marketing, Advertising and Research industry rated FreshBooks the lowest at 3.8.
- Website
- https://www.freshbooks.com/
- Company Size
- 501-1,000 Employees
Industry
Tech
Business Services
Content
Ecommerce and Marketplaces
FinTech
SaaS
Languages Supported
English
Product Type
Legal Billing Software
Time & Expense Software
Expense Management Software
Accounting Software
Accounts Receivable Software
Billing & Invoicing Software
Subscription Management Software
Recurring Billing Software
Applications Suite Software
Time Tracking Software
Business Management Software
Floor Plan Software
Construction Accounting Software
Financial Reporting Software
Financial Management Software
Quick Insights into FreshBooks Product Quality
FreshBooks's Product Quality score was rated highest by customers from the Education industry, and rated lowest by Caucasian customers.
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Ranked FreshBooks Product Quality the Highest
Ranked FreshBooks Product Quality the Lowest
FreshBooks Product Quality Score by Gender
Female customers rated FreshBooks's Product Quality score 0.3 stars higher than Male customers.
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Male
2.5/5
Female
2.8/5
FreshBooks Product Quality Score by Ethnicity
FreshBooks's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.4 | Caucasian | 2.4 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
FreshBooks Product Quality Score by Age
FreshBooks's Product Quality score was rated 3.8 stars by customers ages 41-45 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
41-45 3.8 | 41-45 | 3.8 |
FreshBooks Product Quality Score by Usage
FreshBooks's Product Quality score was rated the highest by customers who have used FreshBooks's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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FreshBooks Product Quality Score by Industry
FreshBooks's Product Quality score was rated the highest by Education industry customers, and the lowest by Tech industry customers.
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FreshBooks Product Quality vs. Competitors
Compared to its competitors, FreshBooks's Product Quality score is rated right above Wave Financial Inc., and is preceded by Epicor Software.
| COMPANY | Product Quality Score | |
|---|---|---|
| Zoho | 4.2/5 |
| Xero Inc | 4.2/5 |
| Workday | 3.9/5 |
| Epicor Software | 3.9/5 |
| FreshBooks | 3.9/5 |
| Wave Financial Inc. | 3.7/5 |
| SAP Concur | 3.7/5 |
| Oracle | 3.7/5 |
| Sage | 3.6/5 |
| Basware | 3.1/5 |
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FreshBooks Pricing
FreshBooks ROI & Value For Money
3.8/5
FreshBooks has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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FreshBooks Pricing Plans
FreshBooks has a pricing structure that accommodates small and medium businesses. Starting from $15/month, FreshBooks uses a subscription model and offers the following: Plus: $25/month, 50 clients, Premium: $50/month, 500 clients, and Kick the tires with a 30 day unlimited free trial (no credit card required)..
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Retail industry. The users from the Tech industry think that they had the lowest ROI from FreshBooks.
Who Uses FreshBooks?
Small Businesses
Medium Businesses
Quick Insights into FreshBooks ROI
FreshBooks's ROI score was rated highest by customers from the Retail industry, and rated lowest by Male customers.
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Ranked FreshBooks ROI the Highest
Ranked FreshBooks ROI the Lowest
FreshBooks ROI Score by Gender
Female customers rated FreshBooks's ROI score 1.1 stars higher than Male customers.
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Male
2/5
Female
3.1/5
FreshBooks ROI Score by Ethnicity
FreshBooks's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of FreshBooks.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Asian or Pacific Islander 3.6 | Asian or Pacific Islander | 3.6 |
FreshBooks ROI Score by Age
FreshBooks's ROI score was rated 4.1 stars by customers ages 41-45 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
41-45 4.1 | 41-45 | 4.1 |
FreshBooks ROI Score by Usage
FreshBooks's ROI score was rated the highest by customers who have used FreshBooks's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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FreshBooks ROI Score by Industry
FreshBooks's ROI score was rated the highest by Retail industry customers, and the lowest by Tech industry customers.
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FreshBooks Pricing vs. Competitors
Compared to its competitors, FreshBooks's ROI score is rated right above Wave Financial Inc., and is preceded by Workday.
| COMPANY | Pricing Score | |
|---|---|---|
| Zoho | 4.3/5 |
| Xero Inc | 4.2/5 |
| Workday | 3.8/5 |
| FreshBooks | 3.8/5 |
| Wave Financial Inc. | 3.7/5 |
| Oracle | 3.7/5 |
| Epicor Software | 3.6/5 |
| Sage | 3.5/5 |
| SAP Concur | 3.4/5 |
| Basware | 3/5 |
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FreshBooks Customer Satisfaction (CSAT)
FreshBooks Customer Satisfaction (CSAT) Score
60 / 100
FreshBooks has an overall Customer Satisfaction score of 60 rated by its users and customers.
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Very Satisfied
37%
Satisfied
23%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
13%
Very Dissatisfied
10%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into FreshBooks Customer Satisfaction
FreshBooks's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers, and rated lowest by Caucasian customers.
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Ranked FreshBooks Customer Satisfaction the Highest
Ranked FreshBooks Customer Satisfaction the Lowest
FreshBooks Customer Satisfaction Score by Gender
Female customers rated FreshBooks's Customer Satisfaction score 10 points higher than Male customers.
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40 / 100
MaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 20% | |
Very Dissatisfied | 40% |
50 / 100
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 17% | |
Dissatisfied | 33% | |
Very Dissatisfied | 0% |
FreshBooks Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
FreshBooks' Customer Satisfaction (CSAT) score was rated 24% according to Caucasian users and customers.
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24 / 100
Very Satisfied
11%
Satisfied
13%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
38%
Very Dissatisfied
25%
CSAT according to Asian or Pacific Islander
FreshBooks' Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
0%
Satisfied
100%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
FreshBooks Customer Satisfaction Score by Age
FreshBooks's Customer Satisfaction score was rated 66 points by customers ages 41-45 on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 41-45 | 66% |
FreshBooks Customer Satisfaction Score by Usage
FreshBooks's Customer Satisfaction score was rated the highest by customers who have used FreshBooks's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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FreshBooks Customer Satisfaction vs. Competitors
Compared to its competitors, FreshBooks's Customer Satisfaction score is rated right above Sage, and is preceded by Wave Financial Inc..
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Zoho | 87% |
| Epicor Software | 82% |
| Workday | 72% |
| Xero Inc | 71% |
| Oracle | 67% |
| Basware | 66% |
| SAP Concur | 66% |
| Wave Financial Inc. | 64% |
| FreshBooks | 60% |
| Sage | 60% |
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FreshBooks Customer Service
3.7/5
FreshBooks has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About FreshBooks's Customer Service
Address
1655 Dupont St., Suite 250, Toronto, KS M6P 3T1 Canada
Website
https://www.freshbooks.com/
Phone Number
416-481-6946
Quick Insights into FreshBooks Customer Service
FreshBooks's Customer Service score was rated highest by customers ages 41-45, and rated lowest by Male customers.
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Ranked FreshBooks Customer Service the Highest
Ranked FreshBooks Customer Service the Lowest
FreshBooks Customer Service Score by Gender
Female customers rated FreshBooks's Customer Service score 0.9 stars higher than Male customers.
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Male
2.5/5
Female
3.4/5
FreshBooks Customer Service Score by Ethnicity
FreshBooks's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
FreshBooks Customer Service Score by Age
FreshBooks's Customer Service score was rated 4.8 stars by customers ages 41-45 on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
41-45 4.8 | 41-45 | 4.8 |
FreshBooks Customer Service Score by Usage
FreshBooks's Customer Service score was rated the highest by customers who have used FreshBooks's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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FreshBooks Customer Service vs. Competitors
Compared to its competitors, FreshBooks's Customer Service score is rated right above Oracle, and is preceded by Workday.
| COMPANY | Customer Service Score | |
|---|---|---|
| Xero Inc | 4.2/5 |
| Zoho | 4.1/5 |
| Epicor Software | 3.9/5 |
| Workday | 3.9/5 |
| FreshBooks | 3.7/5 |
| Oracle | 3.6/5 |
| Sage | 3.6/5 |
| SAP Concur | 3.4/5 |
| Basware | 3.2/5 |
| Wave Financial Inc. | 2.6/5 |
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FreshBooks as an Employer
3.7/5
FreshBooks has a 3.7/5 stars for its overall company culture rated by their employees
top
35%
Consumer vs. Employees
FreshBooks scored a 26 for Net Promoter Score and a 15 for Employee Net Promoter Score. NPS gauges how likely a customer of FreshBooks would recommend the brand to a friend. ENPS measures how likely FreshBooks employees would recommend working at FreshBooks to a friend.
Net Promoter Score
26
NPS Score
| 56% | Promoters |
|---|---|
| 14% | Passive |
| 30% | Detractors |
Employee Net Promoter Score
15
eNPS Score
| 45% | Promoters |
|---|---|
| 25% | Passive |
| 30% | Detractors |
