Knowledge Base & Terminology
SaaS & Survely Knowledge Glossary
Comprehensive, evidence-backed reference guides to essential Surveys & Customer Health metrics, architectures, and formulas.
Customer Loyalty
Reference
Net Promoter Score (NPS)
A standardized customer loyalty metric measuring likelihood to recommend a product on an 11-point scale from 0 to 10.
Formula: NPS = (% Promoters - % Detractors)
B2B SaaS average is +38. Elite software products achieve +65 or higher.
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