NPS (Net Promoter Score)
A customer satisfaction metric that measures how likely users are to recommend your product.
What it means
Net Promoter Score asks one simple question: 'On a scale of 0-10, how likely are you to recommend us?' Customers who answer 9-10 are 'Promoters,' 7-8 are 'Passives,' and 0-6 are 'Detractors.' Your NPS is the percentage of Promoters minus the percentage of Detractors.
Formula
NPS = % Promoters − % Detractors
Why it matters
NPS correlates with organic growth. Happy customers refer others, leave positive reviews, and become advocates. A high NPS means your product-market fit is strong. For founders, NPS also helps identify which customer segments love you most - and those are the segments to target with content.
What is a good NPS score for SaaS?
A score above 30 is considered good, above 50 is excellent, and above 70 is world-class. Most B2B SaaS companies fall between 30-60.
How often should you survey NPS?
Most SaaS companies survey quarterly or after key interactions (onboarding, support tickets, feature releases).
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