SaaStr

APRIL 16, 2024

So when you are out of ideas to grow, move your primary focus to growing your CSAT (customer satisfaction) and NPS (Net Promoter Score) metrics up substantially. In fact, almost always if you have super happy customers you are delivering great value to.

Startup 260

Startup B2B Metrics Product Marketing 260

SaaStr

APRIL 1, 2024

So my #1 suggestion is Triple Down on the Happiness of the Customers You Do Have: Measure NPS (Net Promoter Score) and CSAT — more on that here: I Was Wrong. It will happen much faster, of course, if you are growing 15% MoM vs. 7.5% MoM, but it will happen. NPS is A Great Core Metric.

SaaS 254

SaaS Churn Metrics Growth Marketing 254

Cobloom

JANUARY 28, 2019

The happiness of your customers will make or break your business, so today I'm looking at how to use the Net Promoter Score to get to the heart of customer satisfaction in the SaaS sector.

SaaS 43

SaaS Business 43

SaaStr

DECEMBER 4, 2022

Back then, I wrote that when I was a SaaS founder, I thought Net Promoter Score (“NPS”) was a somewhat dumb, Big Company metric. I cared much, much more about our net negative churn rates per segment (and that the metrics here were always improving), than some abstract NPS score of 42. out of my hands!”)

Metrics 280

Metrics Churn Engineering Innovation 280

Tom Tunguz

JULY 10, 2022

She’s promoted. Later, lower NPS (net promoter score) and weakened NDR (net dollar retention) mar the company’s financials. Other stakeholders compliment the champion on a great choice. She refers you to a friend, who buys software from you and then tops up again.

Strategy 323

Strategy Sales Compensation Retention 323

User Pilot

AUGUST 31, 2023

Navigating customer sentiment is crucial for any business, and one effective way to measure it is through Net Promoter Score (NPS) calculation. In this article, we’ll dive into how to calculate Net Promoter Score with the formula and best methods to do it. What is the Net Promoter Score (NPS)?

Software Review 66

Software Review Onboarding Retention Customer Support 66

User Pilot

AUGUST 5, 2023

NPS (Net Promoter Score) passives are customers who have moderate feedback about your product but are not enthusiastic supporters. Turning the NPS passives into promoters can improve user sentiment , retention rate, and customer loyalty. Identify your current promoters and understand what drives their customer loyalty.

Scale 95

Scale Retention User Experience Strategy 95

User Pilot

AUGUST 10, 2023

TL;DR A Net Promoter Score (NPS) survey is a customer loyalty survey that measures the likelihood of customers recommending you to their friends and colleagues. The main types of Net Promoter Score surveys are transactional NPS and relationship NPS. Encourage promoters to drive word-of-mouth referrals.

SaaS Payments 86

SaaS Payments Payment Solutions Software Review Interviewing 86

User Pilot

MARCH 23, 2023

TL;DR Product NPS (Net Promoter Score) surveys are used to collect feedback on customer loyalty and satisfaction. NPS (Net Promoter Score) is a loyalty metric that measures customer loyalty and satisfaction. Promoters : Promoters are at the top of the scale (9 and 10). Book the demo !

Software Review 90

Software Review Benchmarks Branding Growth Marketing 90

User Pilot

MARCH 29, 2023

Calculate the Net Promoter Score by subtracting the percentage of detractors from the percentage of promoters. How to use NPS to boost sales Send customers who answered the NPS survey a follow-up question so you can make sense of the score they provided. What is Net Promoter Score (NPS)?

Payment Methods 74

Payment Methods Scale Payment Services Sales 74

FastSpring

APRIL 18, 2024

FastSpring Support Rises to the Challenge It was clear to award judges that FastSpring’s team had moved strategically to make the voice of the customer the center of improvement efforts, with results showing in customer satisfaction (CSAT) scores, net promoter scores (NPS), and first response target times in 96% of cases.

Artificial Intelligence 78

Artificial Intelligence Customer Support Engagement Technology 78

SaaStr

MARCH 17, 2021

Hack Net Promoter Score and CSAT to Find the At-Risk Customers. Readers of SaaStr will know I’m rather skeptical of the use of Net Promoter Score as a primary metric in SaaS start-ups. But Net Promoter Score can be a great way to ferret out individual unhappy customers.

Churn 248

Churn Metrics Customer Success Investment 248

SaaStr

MAY 11, 2021

Compare Freemium churn rates of 2-3% a month, to Enterprise SaaS net churn (including upsell / upgrades) that is often less than zero … man it sounds like those Enterprise customers don’t go anywhere. It’s a term well known to Net Promoter Score advocates. Net promoter score is one vehicle.

B2C 265

B2C Churn Enterprise Revenue 265

User Pilot

JULY 27, 2021

NPS score helps you identify valuable insights into: Features that users find valuable, so you can improve your product adoption. NPS (which stands for Net Promoter Score) is a survey based on a 0-10 scale to measure customer loyalty with a product or service. What is Net Promoter Score (NPS) and how does it work?

Software Review 98

Software Review Scale SaaS Systems Review 98

Totango

FEBRUARY 9, 2024

The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. That’s why it is important to understand and track both gross retention and net retention. What is net retention? Calculate it!

Retention 108

Retention Underperforming Technical Team Software Review Churn 108

User Pilot

FEBRUARY 26, 2024

Product engagement score The product engagement score (PES) provides a holistic view of how users interact with your product. It is a composite score that combines three key indicators – adoption, stickiness, and growth rates. The score is derived by asking customers to rate their satisfaction on a scale.

Metrics 92

Metrics Customer Lifetime Value Scale SaaS 92

User Pilot

FEBRUARY 28, 2024

Customer engagement score. The customer engagement score (CES) encompasses all ongoing interactions between a product, brand, or company and its customers/users throughout all stages of the journey. The Net Promoter Score (NPS) and customer satisfaction score (CSAT) both measure how many satisfied and loyal customers you have.

Customer Lifetime Value 96

Customer Lifetime Value SaaS Software Review Acquisition 96

SaaStr

NOVEMBER 27, 2021

A lot of people will talk about “Net Promoter Scores” and that’s a good start. Second, measure Client Success on “net churn”, or total revenue from the customers under management by Client Success. Promote the results of both across the entire company, just like you do new sales.

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

User Pilot

APRIL 18, 2023

The 4 types of customer satisfaction surveys are Net Promoter Score (NPS) surveys, customer satisfaction score (CSAT) surveys, customer effort score (CES) surveys, and product-market fit (PMF) surveys. This way, you can identify your strengths and weaknesses from promoters and detractors.

Underperforming Technical Team 87

Underperforming Technical Team Scaling Onboarding Product Marketing 87

Intercom, Inc.

JUNE 13, 2022

For example, you can segment your NPS® scores by region, product feedback by user persona, churn reasons by subscription type, and more – enabling you to better understand your customers and quickly take action based on their feedback. Net Promoter Score? and Net Promoter System? Satmetrix Systems, Inc.,

Data 197

Data Software Review Systems Review Mobile 197

User Pilot

AUGUST 31, 2023

Navigating customer sentiment is crucial for any business, and one effective way to measure it is through Net Promoter Score (NPS) calculation. In this article, we'll dive into how to calculate Net Promoter Score with the formula and best methods to do it. What is the Net Promoter Score (NPS)?

Software Review 59

Software Review Onboarding Retention Customer Support 59

User Pilot

APRIL 30, 2024

Here are the main takeaways: The best ways SaaS companies can utilize feedback are for prioritizing features, addressing user pain points, and promoting customer advocacy. Customer Satisfaction Score (CSAT) should be used after user interactions to gather real-time feedback, and surface concerns quickly. Userpilot NPS dashboard.

Interviewing 75

Interviewing Software Review Outsourced Development Trends 75

SaaStr

NOVEMBER 27, 2021

A lot of people will talk about “Net Promoter Scores” and that’s a good start. Second, measure Client Success on “net churn”, or total revenue from the customers under management by Client Success. Promote the results of both across the entire company, just like you do new sales.

Sales Hiring 203

Sales Hiring Customer Success Scale Customer Lifetime Value 203

ChurnZero

DECEMBER 19, 2023

Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders. Net revenue retention (NRR). Health scores. Net Promoter Score ® (NPS). Health scores. Net Promoter Score ® (NPS). Churn rate. Churn rate. Churn rate.

Customer Success 52

Customer Success Metrics Customer Lifetime Value Leadership 52

User Pilot

JULY 14, 2021

There are four main types of customer satisfaction surveys: Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Product-Market Fit. The four most common types of customer satisfaction surveys are: Net Promoter Score (NPS). Customer Effort Score (CES).

Scale 98

Scale Software Review Technical Review Scaling 98

User Pilot

APRIL 27, 2023

One metric that has become increasingly popular in measuring customer loyalty and satisfaction is the Net Promoter Score (NPS). TL;DR The Net Promoter Score (NPS) is a metric utilized to assess customer loyalty, contentment, and advocacy toward a business. You can run NPS surveys in-app or by e-mail.

Software Review 52

Software Review SaaS Technical Review Scale 52

User Pilot

AUGUST 9, 2023

Retention rate is important to monitor customer loyalty , help improve satisfaction scores , and save money by retaining existing customers. Other important customer retention metrics are revenue churn rate, Net Promoter Score , repeat purchase rate, and customer lifetime value.

Retention 97

Retention Customer Lifetime Value Churn Metrics 97

User Pilot

MARCH 27, 2023

But when is the right time to send a Net Promoter Score survey? Where scores of 9-10 are considered “promoters,” scores of 7-8 are considered “passives,” and scores of 0-6 are considered “detractors.” What about after a customer has churned?

SaaS 93

SaaS Onboarding Customer Support Customer Success 93

User Pilot

MARCH 17, 2024

The 10 analytics dashboard examples include web, digital marketing, business insights, social media, product usage, customer journey , user behavior , user retention, knowledge base , and Net Promoter Score analytics dashboards. Detractors give a score of 6 or below and are the most likely to churn.

Social Media 90

Social Media Data SaaS Scale 90

User Pilot

MARCH 7, 2024

NPS NPS stands for Net Promoter Score and is a metric used to evaluate user sentiment and measure customer loyalty. Next, divide the respondents into 3 categories: Detractors (0-6) Passives (7-8) Promoters (9-10). So if 100 users respond to the survey, 70 of them are promoters, 20 are detractors, your NPS score is 50.

Engagement 98

Engagement Metrics Underperforming Technical Team Scale 98

ChurnZero

FEBRUARY 14, 2023

Customer Success metric 4: net revenue retention Net revenue retention (NRR) measures a company’s ability to retain and expand customers. Net revenue retention calculates total revenue , including expansion revenue , minus churn , which includes contract expirations, cancellations, or downgrades. MRR) or one year (i.e.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

SmartKarrot

SEPTEMBER 24, 2020

Being in the SaaS business, all of us grapple with this question: how do we set annual targets for Net Promoter Score ( NPS ) improvement. Read on the following blog to unearth 10 such ways to improve the NPS score in no time. Work on the high-complaint areas first, this will take the overall score a notch down.

Underperforming Technical Team 10

Underperforming Technical Team Customer Success Benchmarks Advertising 10

Totango

JULY 6, 2021

How often customers promote you to others. Net Promoter Score. Net Promoter Score (NPS). Another important loyalty KPI is Net Promoter Score (NPS). Customer loyalty is your clients’ commitment to your brand. This makes customer loyalty a metric as well as a concept.

Customer Lifetime Value 110

Customer Lifetime Value Scale Branding Trends 110

User Pilot

JANUARY 31, 2023

It takes a company’s collective effort to plan, develop, test, and promote the product before the launch. It includes marketing, advertising, and promotional activities to reach the target audience. Customer Engagement Score (CES) formula. What are the phases of a product launch? Trial-to-paid Conversion Rate formula.

Metrics 93

Metrics Scale Software Review Retention 93

User Pilot

APRIL 29, 2024

SaaS renewal best practices for driving cross-sells include: Promote a new add-on with email marketing campaigns. Customer satisfaction metrics : These metrics measure customer sentiment at different touchpoints and include customer satisfaction score , Net Promoter Score , customer effort score , etc.

SaaS Payments 80

SaaS Payments Business SaaS Payment Solutions 80

User Pilot

MARCH 23, 2022

In this article, I’ll briefly go over what Net Promoter Score (NPS) survey is and how to calculate it. Net Promoter Score (NPS) is a customer satisfaction metric measured on a 10-point scale. Scores between 0 and 6 are detractors—people least likely to recommend your product.

Scale 94

Scale SaaS Software Review Benchmarks 94

User Pilot

MAY 31, 2023

Handy Tip : It’s convenient for SaaS businesses to segment users to find out who your promoters are, analyze repeated usage to see the use of specific features, and focus on the number of sessions and time spent by monthly active users, as this provides more relevant insights than examining all sessions. The Net Promoter Score scale.

Metrics 91

Metrics Customer Lifetime Value Churn Retention 91