What is a good NPS score for a SaaS company?

Aside from the industry of your SaaS services, taking into consideration SaaS NPS scores as a whole helps to better understand where your NPS sits. The SaaS industry as a whole has an average NPS score of 31. A score of 50 for a SaaS company would be considered quite good.

How do you do a Net Promoter Score survey?

Net Promoter Score calculation Within your spreadsheet, identify your respondents as Detractors, Passives and Promoters by adding up the total responses from each classification. Generate the percentage total of each group by taking the group total and dividing it by the total survey responses.

How do you set up a Net Promoter Score?

To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. It is that simple. So, if 50\% of respondents were Promoters and 10\% were Detractors, your Net Promoter is a score of 40.

How do companies use Net Promoter Score?

To calculate their Net Promoter Scores, companies subtract the percentage of customers who rank them between 0 and 6 on a 10-point scale (detractors) from the percentage who give them a 9 or 10 (promoters).

What is the average NPS for SaaS companies?

For SaaS, the 2021 average NPS is 41. A negative NPS score means that you are not hitting the right market, customers don’t yet see the value in your product, or your service needs improvements.

What is a good net promoter score UK?

A score between 0 and 30 is a good range to be in, however, there is still room for progress. If your NPS is higher than 30 that would indicate that your company is doing great and has far more happy customers than unhappy ones.

What’s a good net promoter score?

Any NPS score above 0 is “good”. It means that your audience is more loyal than not. Anything above 20 is considered “favourable”. Bain & Co, the source of the NPS system, suggests that above 50 is excellent, and above 80 is world class.

When can you ask NPS?

The best time to ask an NPS® Question is after a transaction, a purchase, a delivery or a meaningful interaction. When the customers’ experience is fresh, they are in a better position to share the exact emotions and perceptions with a high accuracy of the responses.

What is a good NPS score Bain?

0
Bain & Co define any NPS score above 0 as “good”, on the basis that the customer base is more loyal than not. Anything above 20 is considered “favourable”, above 50 is “excellent”, and above 80 is “world-class”.

What is a good CES score?

The average CES score for Nicereply customers is 5.5. Over the last 12 months, the average CES has been 5.4. A CES in that ballpark is ideal. And if you can continue to improve that score, your customer loyalty will only improve.