NPS in SaaS: What You Need To Know About Net Promoter Score

Added by NikkiElizDemere 5 years ago in
SaaS Metrics
net promoter score

Are you familiar with the Net Promoter Score as a customer success metric?

If you’re part of a customer success team, you’re charged with making sure your customers are able to reach the goals and business value they expect. To evaluate how well you’re accomplishing this and get insight into how you can improve, you need feedback from your customers.

NPS surveys are a standard benchmarking metric for any industry, but are particularly useful in B2B industries including the software as a service (SaaS) market. In this article, we’ll discuss:

  1. What is NPS and how does it work?
  2. What are common NPS benchmarks in SaaS and other industries?
  3. What NPS strategies do top SaaS companies employ?
  4. What NPS best practices can I start using today?

For example, using data in sales and marketing teams can help them identify who their best customers are, who may be ready to provide a case study or testimonial, or which users are struggling and could benefit from a nurture campaign. However, when it comes to customer success, NPS is key because it can help clue you in to any problems that users are encountering and be proactive against those problems.

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