Metric
NPS
Also known as: Net Promoter Score
Customer satisfaction metric on a 0-10 scale — measures how likely customers are to recommend you.
NPS (Net Promoter Score) asks customers: 'How likely is it that you'd recommend us to a colleague?' on a 0-10 scale. Promoters (9-10) - Detractors (0-6) = NPS score, ranging from -100 to +100.
B2B SaaS benchmarks: 0-30 acceptable, 30-50 good, 50+ excellent. NPS correlates strongly with retention and organic word-of-mouth growth.