Core Retention Metrics Leading

NPS (Net Promoter Score)

NPS (Net Promoter Score): A measure of customer loyalty based on likelihood to recommend.

Also known as: NPS

Formula

NPS = % Promoters - % Detractors

Benchmarks

Below 0: More detractors than promoters
0-30: Average (B2B SaaS average: 36-41)
30-50: Good
50-70: Excellent (top performers)
70+: World class

What It Tells You

A leading indicator of retention and growth. NPS can signal churn risk before it manifests in revenue metrics, making it useful for early intervention. Bain & Company research links NPS to organic growth through referrals and reduced churn.

Common Mistakes

Low response rates (<20% makes data unreliable)
Survey fatigue from over-asking
Not closing the loop with detractors
Comparing across industries (benchmarks vary significantly)

Related Metrics

Connected in the GASP relationship graph.

Upstream — what drives this

Product Quality drives NPS (Engineering)
Product Adoption drives NPS (Product)
Support Quality drives NPS (Support)

Downstream — what this drives

NPS predicts Churned MRR (Core)

View canonical definition →

Sources

← Back to Core metrics

GASP Standard v1 · Last updated 2026-02-20