What Is a Good Nps Score for Saas

Let me break your question "NPS Results" down to two parts.

Part I — NPS score (number) as a result.

Part II — Inherent business benefits of NPS as a result.

The reason I would like to break it into two part is. When you look at NPS as a number, it has no value other than knowing overall health of your company or your customer happiness.

Part I — NPS score (number) as a result

If you look at it as a number to compare with best of industry or with your competitors, here you go with some of the best results.

B2B SaaS average is 40.

B2B SaaS best is anything above 55.

Delighted has a benchmark tool — NPS benchmarks: Compare your NPS by industry — Delighted (I think it's based on clients they are working with)

NPS benchmarks is the other place — NPS Benchmarks | NPS Benchmarks

Part II — Inherent business benefits of NPS as a result

This is more interesting and important part of NPS survey. If you use it correctly, NPS helps you do two most important things.

• Reduce churn
• Build brand advocates to drive case studies, reviews, and referrals

Reduce churn -

When implemented correctly, NPS can actually help you reduce churn by 50%. That's like fixing your leaky revenue bucket.

One of the best growth marketers that I follow, Guillaume Cabane has actually shared the complete process on how he implemented NPS at Mention — Mention NPS Process : Reduce Churn & Increase Customer Happiness

He also did a webinar with Kissmetrics on the same topic — How to Reduce Churn by 50% and Increase Customer Happiness with NPS Processes

Build brand advocates to drive ratings, reviews, and referrals -

This is one of the most under-rated or unused benefits of NPS as a concept. Not many companies leverage NPS in this direction.

Let just look at this right, your NPS question itself says

"How likely is it that you would recommend our product to a friend or colleague?"

So, the main question here is, If a customer says he is likely to recommend your product to a friend or colleague (by giving 9 or 10 out of 10). What are you doing next is the main important aspect of the whole story.

What else,

1) Guide them to your referral program and give them a way to recommend/refer your product.

2) Ask them to leave a review for you on G2Crowd/Capterra/Trustpilot/ any other platform or marketplace your solution has a presence.

3) Ask them to do a case study with your team.

4) Ask them to be your beta testers for an upcoming feature/product.

5) Invite them to join your advocate program.

6) Come on, you can do a hell lot of things with them based on the stage of your business and need of the moment.

Here is what Segment does with their NPS promoters:

Jes Kirkwood from Autopilot drove good number of reviews on regular basis. It's fascinating to see Autopilot team using their own product to automate the whole concept of activating the promoters to drive measurable value

We've recently spoken with 47 different companies (to be specific) to learn how they use NPS to grow and improve their product. Finding/Learnings are mind-blowing…these companies include Zendesk, Segment, Autopilot, HubSpot, etc.

You can actually read through all the 47 responses here —

Free E-book: 40+ New-Age Companies Share How They Use NPS to Grow

What Is a Good Nps Score for Saas

Source: https://blog.growthscore.io/what-are-the-best-nps-net-promoter-score-results-for-b2b-saas-companies-6ce0866509c2

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