Making Sense of NPS

Cloud software companies and businesses of all types are increasingly relying on the Net Promoter Scores as a key indicator of their customer satisfaction and growth potential. Yet many companies are still trying to figure out the best way to capture a reliable NPS measurement, and most importantly what to do once they have that measurement.

This guide explains 10 best practices for NPS delivery and analysis in the SaaS industry, including NPS basics, how SaaS companies can effectively collect rolling NPS data, and how to derive actionable insights from that data.

Best practices covered include:

  • How to determine ideal sampling and survey frequency
  • Planning and managing the follow-up process

  • Segmenting NPS responses for greater insights
  • Building an ROI-based business case for NPS


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