Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer satisfaction metric that gauges the likelihood of customers recommending a company's product or service to others. Calculated based on responses to a single question, NPS categorizes customers into promoters, passives, and detractors.

For SaaS companies, a high NPS reflects strong customer loyalty and satisfaction, which can lead to organic growth through referrals. Regularly tracking NPS helps identify areas for improvement and assess the impact of changes on customer perceptions.