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NPS Program Template for Product Analytics
An NPS survey program template covering survey cadence, audience segmentation, question design, follow-up workflows, and trend tracking.
Updated 2026-03-04
NPS Program
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Frequently Asked Questions
What is a good NPS score for SaaS?+
Industry averages vary, but for B2B SaaS, an NPS of 30-50 is considered good, and 50+ is excellent. Enterprise products tend to score lower than SMB products because enterprise customers are harder to satisfy. Do not obsess over the absolute number. Focus on the trend: a score that improves 3-5 points per quarter means your product is getting better. Use the [NPS Calculator](/tools/nps-calculator) to compute your score from raw data and compare against benchmarks.
How often should I send NPS surveys?+
Quarterly for relational NPS. For transactional NPS, trigger at meaningful milestones (30 days post-signup, after support ticket resolution, after first renewal). The critical rule: no user should receive more than one NPS survey per 90 days. Survey fatigue kills response rates and annoys your best customers.
Should I use transactional NPS, relational NPS, or both?+
Both, if you have the operational capacity. Transactional NPS measures satisfaction at specific touchpoints and is useful for improving those moments. Relational NPS measures overall relationship health and tracks brand sentiment over time. If you can only pick one, start with relational (quarterly). Add transactional later when you have the follow-up workflows in place.
How do I increase my response rate?+
Three tactics with the highest impact. First, send the survey in-app (not just email). In-app response rates are typically 2-3x higher. Second, keep the survey to 2-3 questions maximum. Third, close the loop visibly. When users see that their feedback led to changes (via changelog, email, or in-app notification), they are more likely to respond to the next survey because they believe their input matters.
What should I do with Passive responses (7-8)?+
Passives are the most underutilized NPS segment. They are satisfied enough to stay but not enthusiastic enough to recommend. Analyze their verbatims for the specific gap between "satisfied" and "enthusiastic." Common gaps: missing a specific feature, perceiving the price as slightly too high, or not discovering advanced functionality. Targeted outreach highlighting features they have not used is often the highest-impact conversion tactic. ---
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