Net Promoter Score Calculator

Net Promoter Score (NPS) measures customer loyalty by asking: "How likely are you to recommend us?" on a 0-10 scale. Promoters (9-10) minus Detractors (0-6) equals NPS, ranging from -100 to +100. The average B2B SaaS NPS is 36 per Retently 2025 data. Companies with NPS above 50 grow 2.5 times faster than competitors per Bain research.

Close the loop on detractor feedback within 48 hours, which alone can improve NPS by 10-15 points. Fix the top 3 recurring complaints surfaced in open-text responses. Follow up personally with passives (7-8 scores) to learn what would make them promoters. Proactive onboarding improvements prevent detractors more effectively than reactive recovery.

The average NPS for SaaS is 36 according to Retently 2025 data. Scores above 50 are excellent and above 70 are world-class. B2B SaaS typically scores higher (30-50) than B2C SaaS (20-40) due to higher switching costs and more intentional purchasing.

Small businesses should target an NPS above 30 as a baseline. Local service businesses often achieve 50-70 due to personal relationships. Any positive NPS means you have more promoters than detractors, but below 20 suggests significant customer satisfaction issues.

Three proven approaches: close the loop on detractor feedback within 48 hours (this alone can improve NPS by 10-15 points), fix the top 3 recurring complaints identified in open-text responses, and follow up with passives (scores 7-8) to understand what would make them promoters.

Send relationship NPS surveys quarterly and transactional NPS after key touchpoints (onboarding, support tickets, renewals). Avoid survey fatigue by limiting each customer to one NPS request per quarter. Track trends over 4+ quarters rather than reacting to single scores.

NPS measures overall loyalty and likelihood to recommend (scored -100 to 100). CSAT measures satisfaction with a specific interaction (scored 1-5 or 1-10). NPS predicts long-term retention and growth while CSAT is better for measuring individual touchpoint quality.

Benchmarking reveals whether your support performance is competitive or a retention liability. Zendesk 2025 data shows SaaS companies with first response times under 4 hours see 20% higher retention than those averaging over 8 hours.

Churn directly reduces recurring revenue by shrinking the customer base each month, creating a compounding loss that accelerates over time. A 5% monthly churn rate means losing 46% of customers annually, which makes it nearly impossible to grow without constant new acquisition per ProfitWell research.

Retention rate is the percentage of customers (or revenue) kept over a given period. Annual gross retention of 95% or higher is best-in-class for B2B SaaS per ICONIQ 2025 data.

CRM readiness measures whether your team effectively uses your CRM system for contact management, pipeline tracking, workflow automation, reporting, lead scoring, and customer communication. The assessment identifies the gaps between tool capability and actual team adoption that cost revenue.

Build proposal pricing from cost up: total your time and direct costs, apply a target margin (typically 30-50% for services), then validate against market rates.