Glossary

NPS (Net Promoter Score)

NPS (Net Promoter Score) is a customer satisfaction and loyalty metric, calculated by subtracting the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10) on a scale of 0 to 10.

Also known as

  • NPS
  • recommendation score
  • Net Promoter Score

Invented in 2003 by Fred Reichheld (Bain), NPS has become the standard for measuring customer satisfaction despite academic criticism. Calculation scale: promoters (9-10), passives (7-8), detractors (0-6). Score = % promoters − % detractors, ranging from −100 (catastrophic) to +100 (rare).

2026 industry benchmarks (Bain, Retently): average B2B SaaS ~30, top quartile ~50, world-class ~70+ (Notion 65, Linear 80). The main criticisms: (1) a single question does not capture the complexity of satisfaction, (2) passives (7-8) are ignored despite their importance, (3) NPS varies significantly depending on when it is measured (post-onboarding vs renewal). Modern practice combines NPS + CSAT (Customer Satisfaction Score on a specific interaction) + CES (Customer Effort Score on ease of use).

In the getchatsocial.com product

getchatsocial.com does not include a product NPS in the MVP version. Satisfaction is measured through chat → publish conversions tracked via PostHog (implicit rather than declared product-market fit).

FAQ

  • What NPS is considered good?

    For a B2B SaaS: average NPS ~30, good ~50, excellent ~70+. Benchmarks vary significantly by industry — an NPS of 30 is excellent in telecom but mediocre for premium SaaS.

  • When should you measure NPS?

    Two standard moments: relational NPS (every 6-12 months, measuring overall satisfaction) and transactional NPS (after a support interaction or product milestone). Both provide complementary signals.