What's a good NPS for B2B SaaS
What's a good NPS for B2B SaaS
What's the highest B2B NPS you've seen?
I enjoyed Nick Mehta, CEO of Gainsight, yesterday on Jason M. Lemkin's SaaStr Workshop Wednesdays (watch the first 1/4 here for his stats highlights). Nick shared several insights from their platform, from average Net Promoter Scores to good Ne Retention Rates to $$ / customer care rep, broken down by these helpful company revenue sizes.
The average for B2B companies was higher than I expected:
Atlassian was obsessed with NPS. We prioritized our roadmap based on themes that came out of NPS, plus some magic sprinkle of innovation / our opinion. I loved it. As a marketer, it made it so much easier to tell our story around launches and have confidence we were building the right things.
In order to be "good" your product needs to get into the 35s. I've heard of some phenomenal companies in the 70s and 80s. What's the highest you've seen? Folks on my LinkedIn post shared several in the 80s.
In a post here last year I highlighted the top 10 metrics to ask about when you're interviewing, and NPS was among them. If customers love the product, the company has a much higher chance of success, and you'll have a lot more fun working there!
