What is a good NPS for a SaaS company?

Above 50 is excellent. 30-50 is good. 0-30 is average. Below 0 is concerning. The average B2B SaaS NPS is 30-40 according to Satmetrix/Bain benchmarks.

How is NPS different from customer satisfaction (CSAT)?

NPS measures willingness to recommend (loyalty + growth). CSAT measures satisfaction with a specific interaction. NPS is more predictive of long-term growth; CSAT is better for transactional feedback.

How often should I survey NPS?

Quarterly is standard for B2B SaaS. Some companies use transaction-based NPS after key events (onboarding, support resolution). Annual surveys miss too much.

What response rate do I need for reliable NPS?

Aim for 30%+ response rate for statistical significance. Lower response rates may have response bias (unhappy customers are more likely to respond).

How does NPS correlate with growth?

Companies with NPS 50+ grow at 2x+ the rate of companies with NPS below 20. Promoters drive referrals (lower CAC), renew at higher rates, and expand faster.

Should I benchmark NPS by industry?

Yes. SaaS NPS averages 30-40. E-commerce averages 50-60. Insurance averages 20-30. Always compare against your specific industry and segment.

How do I improve NPS?

Close the loop with detractors, fix product pain points, improve onboarding, enhance support quality, and build features that drive customer outcomes. Track NPS driver analysis with tools like [Intercom](https://intercom.com) for proactive customer communication and feedback collection.

Can NPS be manipulated?

Yes. Survey timing, question phrasing, and incentive structure can bias results. Use consistent methodology and benchmark against industry standards for accuracy.

Net Promoter Score (NPS) Rechner

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