Operations / Cash

Net Promoter Score (NPS)

2026-05-31 8 min read

Net Promoter Score (NPS) measures customer loyalty via the question "How likely are you to recommend [product] to a friend or colleague?" on a 0–10 scale. Formula: % Promoters (9–10) − % Detractors (0–6). NPS ranges from −100 to +100. B2B SaaS benchmarks: best-in-class 50+; median 30–50; below 20 indicates customer-success or product issues. NPS is the most-cited customer-loyalty metric and the most-criticized — it correlates with retention but doesn't cause it.

TL;DR

<strong>Net Promoter Score (NPS)</strong> measures customer loyalty via the question "How likely are you to recommend [product] to a friend or colleague?" on a 0–10 scale. Formula: % Promoters (9–10) − % Detractors (0–6). NPS ranges from −100 to +100. B2B SaaS benchmarks: best-in-class 50+; median 30–50; below 20 indicates customer-success or product issues. NPS is the most-cited customer-loyalty metric and the most-criticized — it correlates with retention but doesn't cause it.

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Sources

Definitions and benchmarks reference primary sources from the Financial Planning pillar. Verified at publication.

  1. 1 AFP Treasury Benchmarks 2025 — Association for Financial Professionals, 2025. View source .
  2. 2 Bessemer Burn Multiple Study — Bessemer Venture Partners, 2024. View source .
  3. 3 OpenView SaaS Benchmarks — OpenView Partners, 2025. View source .

Fairview cites primary sources only — government data, academic research, industry benchmarks from named publishers, and official vendor documentation. See our editorial standards.