[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"glossary-nps::en":3,"gloss-cluster-nps::en":20,"gloss-next-nps::en":9},{"slug":4,"category":5,"name":6,"definition":7,"meta_desc":8,"faq":9,"schema_markup":9,"related":10},"nps","saas","Net Promoter Score (NPS)","Net Promoter Score (NPS) is a widely-used customer loyalty and satisfaction metric derived from a single survey question: \"On a scale of 0–10, how likely are you to recommend [product] to a friend or colleague?\" Respondents are bucketed into three groups based on their score: Promoters (9–10, enthusiastic advocates likely to refer others and expand their own usage), Passives (7–8, satisfied but unenthusiastic, and vulnerable to competitive offers), and Detractors (0–6, unhappy customers at real risk of churning and potentially damaging the brand through negative word-of-mouth). NPS itself is calculated as: % Promoters − % Detractors, producing a single number ranging from −100 (everyone is a detractor) to +100 (everyone is a promoter) — a positive score is generally considered good, above 50 is excellent, and above 70 is world-class (reserved for a handful of category-defining products). NPS is popular precisely because of its simplicity — one question, trivially easy to survey at scale via in-app prompts or email, and simple enough for a board or executive team to track as a single trend line over time — but that simplicity is also its core criticism: a single number provides no diagnostic detail about why a customer scored the way they did, which is why virtually every well-run NPS program pairs the numeric score with an open-ended follow-up question (\"what's the primary reason for your score?\") to capture qualitative feedback that can actually be acted on. In SaaS specifically, NPS is often segmented by customer tier, tenure, or usage level to spot patterns invisible in the aggregate number — a healthy overall NPS can mask a badly declining score among a company's newest or highest-value cohort. Concrete worked example: a SaaS company surveys 500 active users; 280 respond 9–10 (56% Promoters), 120 respond 7–8 (24% Passives), and 100 respond 0–6 (20% Detractors). NPS = 56 − 20 = 36. Digging into the open-text follow-ups from Detractors, the team finds a recurring theme — complaints about a specific integration being unreliable — and prioritizes fixing that integration in the next sprint, then re-surveys the same Detractor cohort three months later to measure whether the fix moved their individual scores, closing the loop from raw metric to concrete product action. NPS is best treated as a leading indicator rather than a standalone success metric — research popularized by Bain (NPS's original creator) suggests it correlates with long-term revenue growth, but critics rightly note NPS alone can't substitute for hard behavioral data like actual churn or expansion revenue, so mature SaaS teams track NPS alongside, never instead of, retention and usage metrics that measure what customers actually do rather than what they say they'll do.","NPS is a customer-loyalty metric based on one survey question — \"how likely are you to recommend us?\" — scored 0-10 and bucketed into three groups.",null,[11,14,17],{"slug":12,"name":13},"churn","Churn",{"slug":15,"name":16},"cohort","Cohort",{"slug":18,"name":19},"product-analytics","Product Analytics",[21,25,29,32,35,38,41,45,48,51,54,57],{"slug":22,"category":5,"name":23,"updated_at":24},"activation","Activation","2026-08-24T02:46:36+00:00",{"slug":26,"category":5,"name":27,"updated_at":28},"aha-moment","Aha Moment","2026-08-24T02:46:37+00:00",{"slug":30,"category":5,"name":31,"updated_at":28},"annual-contract-value","Annual Contract Value (ACV)",{"slug":33,"category":5,"name":34,"updated_at":24},"api-first","API-First",{"slug":36,"category":5,"name":37,"updated_at":24},"arpa","Average Revenue Per Account (ARPA)",{"slug":39,"category":5,"name":40,"updated_at":24},"arr","Annual Recurring Revenue (ARR)",{"slug":42,"category":5,"name":43,"updated_at":44},"auto-renewal-clause","Auto-Renewal Clause","2026-08-24T02:46:38+00:00",{"slug":46,"category":5,"name":47,"updated_at":44},"build-vs-buy","Build vs. Buy",{"slug":49,"category":5,"name":50,"updated_at":28},"burn-multiple","Burn Multiple",{"slug":52,"category":5,"name":53,"updated_at":44},"burn-rate","Burn Rate",{"slug":55,"category":5,"name":56,"updated_at":24},"cac","Customer Acquisition Cost (CAC)",{"slug":58,"category":5,"name":59,"updated_at":24},"cdn","Content Delivery Network (CDN)"]