SaaS metrics
What is NPS (Net Promoter Score)?
NPS is a 0–100 index calculated from the question "from 0 to 10, how likely are you to recommend this product to a friend?".
NPS (Net Promoter Score) classifies respondents as promoters (9–10), passives (7–8) and detractors (0–6). The final score is the percentage difference: %promoters − %detractors.
It is popular for its simplicity but has traps: biased sampling (only lovers and haters reply), cultural variance (Brazilian scores skew higher), and no signal of "what to change". Use with qualitative research, not alone.
Formula
NPS = %promotores (9–10) − %detratores (0–6)Frequently asked questions
What NPS is considered good?
Varies by market: above 30 is good in B2B SaaS; above 50, excellent; above 70, rare.
When should I ask NPS?
After the "aha moment" and at critical cycle points (90 days, renewal). Not right after signup: the user has no informed opinion yet.