What is NPS (Net Promoter Score)?
Also known as: Net Promoter Score
NPS is a single-question survey that measures how likely your customers are to recommend you. It is the most widely-cited customer-loyalty benchmark in SaaS.
01
What is NPS?
Customers answer one question on a 0–10 scale: "How likely are you to recommend us to a colleague?" Responses bucket into Promoters (9–10), Passives (7–8), and Detractors (0–6).
02
How to calculate NPS
NPS = % Promoters − % Detractors.
Range is −100 to +100. A score above 0 means more promoters than detractors. Above +30 is good. Above +50 is excellent.
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Benchmarks for SaaS
- 0–20 — below average; investigate top detractor themes
- 20–40 — typical SaaS range
- 40–60 — strong product-market fit
- 60+ — cult-level loyalty (Slack, Notion, Linear)
04
Why it matters
NPS is a leading indicator of churn, expansion, and word-of-mouth growth. A high NPS also lowers CAC because referrals close faster than cold leads. Watch the trend — the absolute number matters less than direction.