WhatsApp is a global messaging platform that provides encrypted text, voice, and video communication, as well as group chat and media sharing, via mobile and web applications. It serves consumers and small businesses worldwide, with revenue primarily generated through business messaging solutions and integration with Meta’s broader advertising and commerce ecosystem.
- Revenue
- $1.2B
- Employees
- 1,800
- Founded
- 2009
- Headquarters
- Menlo Park, United States of America
What 172 Arbolus experts think of WhatsApp
NPS results are overwhelmingly positive: over 90% of respondents score 8 or higher, with multiple 10s reported. Renewal intent is strong or positive among most experts, with low churn risk except in isolated cases. Stickiness is high, as nearly all users report usage of more than one year, and qualitative feedback highlights WhatsApp’s essential role in daily work and communication. Key feedback cites broad adoption, ease of use, and real-time messaging as major positives, while noted gaps include lack of formal workflow tools and information management. Overall Customer Sentiment: Positive
Who reviewed WhatsApp
- C-Suite 64% (110)
- Director 20% (34)
- Manager 17% (29)
Employer names and spend open in the full report, along with the other 169 customers.
Everything 172 customers told us about WhatsApp.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
76 Net Promoter Score, from 172 scored reviews- Promoters 135
- Passives 33
- Detractors 4
Cumulative NPS by month
+0 over 6 months- Apr 9
- May 9
- Jun 9
- Jul 9
- Aug 9
- Sep 9
Net Promoter Score across 6 reviews, accumulated up to each month. Category median 54 across 6 companies.
Praised
- AI-Powered Search and Summarization
- Enhanced Conversation Management
- Professional Resource Organization
- Ease of Use and Universality
Criticised
- Competitor with Better Collaboration and Privacy
- Group Overload and Notification Management
- Fragmentation due to Use of Multiple Tools
- Group Distractions and Limited Organization
What customers say
Renewal intent
Plan to renew 89%Plan to renew, by seniority
- 84% 19 answers
- 100% 10 answers
- 67% 3 answers
- 100% 3 answers
- 9.5/10 Average score from customers who will renew
- 8.3/10 Average score from undecided customers
- 10/10 Average score from customers not renewing
Top alternatives
Most weighed by WhatsApp customers
Report
More in Workplace & Productivity and Customer Support
Other companies in both categories with a customer report.
For people who use WhatsApp
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