NPS Benchmarks 2026

SaaS NPS Benchmarks

SaaS companies benefit from recurring relationships that allow them to continuously improve based on customer feedback. The best SaaS products achieve high NPS by focusing on seamless onboarding, reliable uptime, and responsive support.

Industry Average

41

Good

Top Quartile

68

Top 25% score

Bottom Quartile

12

Bottom 25% score

How SaaS Compares to Other Industries

E-commerce
45
Real Estate
42
SaaS
41
Hospitality
39
Healthcare
38
Insurance
35

Showing average NPS scores. Higher is better. Scale: -100 to 100.

Top SaaS Companies by NPS

CompanyNPS ScoreRating
Notion72World-class
Slack68Excellent
Zoom65Excellent
HubSpot55Excellent
Salesforce50Excellent

Key SaaS NPS Insights

1

SaaS companies with NPS above 50 tend to have annual churn rates below 5%, showing a direct link between customer loyalty and retention.

2

Product-led growth SaaS companies score 15-20 points higher on average than sales-led companies, driven by self-serve onboarding and faster time-to-value.

3

B2B SaaS typically scores higher than B2C SaaS due to deeper customer relationships and dedicated account management.

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Related Industry Benchmarks

Technology NPS

Average: 47

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Consulting NPS

Average: 51

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E-commerce NPS

Average: 45

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Education NPS

Average: 37

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What Is a Good NPS Score for SaaS?

A good NPS score for saas is anything above the industry average of 41. This puts you ahead of most competitors and indicates a healthy level of customer satisfaction. Scores in the top quartile (68+) are considered excellent and suggest strong customer loyalty that drives organic growth through referrals.

Keep in mind that NPS varies significantly within saas depending on company size, market segment, and geography. The most meaningful benchmark is your own trend over time. A company consistently improving its NPS is in a stronger position than one with a high but declining score.

How to Improve Your SaaS NPS

Improving NPS in the saas industry starts with understanding what drives satisfaction for your specific customers. Here are actionable strategies:

  • Close the feedback loop. Follow up with detractors within 24-48 hours. Understanding their specific complaints and showing you care can recover 25-40% of detractors.
  • Identify your key drivers. Analyze open-ended NPS comments to find the themes that correlate most strongly with promoter and detractor scores. Focus improvement efforts on these high-impact areas.
  • Empower frontline staff. Give customer-facing teams the authority and tools to resolve issues on the spot. Escalation and wait times are among the top detractor drivers across all industries.
  • Measure consistently. Send NPS surveys at regular intervals using the same methodology. Quarterly relationship NPS supplemented by transactional NPS after key moments gives you both trend data and actionable insights.
  • Turn promoters into advocates. Make it easy for promoters to share their experience. Referral programs, testimonial collection, and review requests channeled to promoters can amplify their positive sentiment.

Frequently Asked Questions

What is a good NPS score for SaaS companies?

A good NPS score for SaaS companies is anything above 40, which places you above the industry average. Scores above 50 are considered excellent, and scores above 70 are world-class. Top SaaS companies like Notion and Slack consistently score in the 65-75 range.

How often should SaaS companies measure NPS?

Most SaaS companies measure NPS quarterly to track trends without survey fatigue. Transactional NPS (sent after key interactions like onboarding or support tickets) can be measured continuously. The key is consistency in timing and methodology.

How does NPS relate to SaaS churn?

There is a strong inverse correlation between NPS and churn. Promoters (9-10 scores) are 5x less likely to churn than Detractors (0-6 scores). Companies with NPS above 50 typically see annual churn rates of 3-5%, while those below 20 often face 10-15% churn.

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