Customer Loyalty ยท 2026 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.
Why It Matters in 2026 for SaaS Startups
High NPS directly correlates with low customer churn, strong word-of-mouth referral growth, and expanded Net Revenue Retention.
Core Formula & Standard Benchmark
Respondents are grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6).
NPS = (% Promoters - % Detractors)
Industry Benchmarks
B2B SaaS average is +38. Elite software products achieve +65 or higher.
How Survely Solves This
Survely delivers lightweight in-app micro-surveys that calculate real-time NPS with zero survey fatigue.