What is a good NPS score for B2B SaaS?

B2B SaaS benchmarks: 30-50 is good, 50-70 is excellent, 70+ is world-class. Any positive NPS means you have more promoters than detractors. Negative NPS is a serious warning sign. Compare against your specific industry since benchmarks vary significantly between categories.

How often should I measure NPS?

Quarterly is most common for B2B SaaS. Some companies use transactional NPS (triggered by specific interactions) alongside periodic relationship NPS. Do not survey too frequently (causes survey fatigue) or too rarely (miss trends). Follow up with detractors quickly to understand and address their concerns.

Pitchkit

Back to Glossary

GLOSSARY

NPS (Net Promoter Score)

Net Promoter Score (NPS) measures customer satisfaction and loyalty by asking one question: "How likely are you to recommend this product to a colleague or friend?" on a 0-10 scale. Respondents are grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6). NPS equals the percentage of Promoters minus the percentage of Detractors, producing a score from -100 to +100.

How it works

Ask: How likely to recommend (0-10)? Promoters (9-10) minus Detractors (0-6) = NPS. Range: -100 to +100.

Benchmarks

B2B SaaS: 30-50 is good; 50+ is excellent. Consumer: varies widely by category.

Worked example

100 responses: 60 promoters, 20 passives, 20 detractors → NPS = 60% - 20% = 40.

Common pitfalls

Low response rates skew results; not following up on detractor feedback; measuring too infrequently.

How to show in your deck

Traction slide: NPS with sample size and trend if improving.

Deck snippet

NPS 52 (n=340); up from 38 six months ago.

Formulas

NPS

% Promoters (9-10) - % Detractors (0-6)

Frequently asked questions

Looking for investors?

Browse 950+ European investors filtered by stage, sector, country, and check size.

Explore the investor directory

Term sheet DAU / MAU