customerSaaS
Net Promoter Score (NPS) in SaaS (Software as a Service)
A measure of customer loyalty and satisfaction, from -100 to +100.
SaaS NPS Benchmarks
Low
20
25th percentile
Median
40
50th percentile
High
55
75th percentile
Elite
70
Top 10%
B2B SaaS tends toward higher NPS
Higher is better
What Affects NPS?
Product quality
Customer service
Price-value perception
Ease of use
Problem resolution
Competitive comparison
How to Improve NPS
1
Act on detractor feedback quickly
2
Identify and amplify promoter drivers
3
Improve customer support response
4
Benchmark against competitors
5
Create customer feedback loops
6
Address competitive weaknesses
NPS in Other Industries
Track Your NPS Automatically
WhyItMatters.AI helps you monitor competitive metrics and benchmark against saas (software as a service) industry standards.