SaaS metrics
Net Promoter Score (NPS)
Customer recommendation index, from promoters to detractors.
Definition
Net Promoter Score is calculated from a single question ("would you recommend?" from 0 to 10) by subtracting the percentage of detractors (0 to 6) from that of promoters (9 and 10). It is a declarative barometer of customer sentiment.
Why it matters
An NPS on its own remains a declarative and late signal: it says what the customer states, not what they do. Cross-referenced with real usage and support, it becomes far more predictive for the CSM as well as the AM.
How Phano helps you
Phano does not stop at the declarative: it combines expressed sentiment with usage and relationship signals for a more reliable diagnostic.
[Phano] €85,000 ARR, critical · Health 34/100 ●
June 1, 2026
→ Escalate to the sponsor
- • Silent for 28 days on email
- • Renewal in 22 days, quote not opened
- • No meeting scheduled in 6 weeks
+ custom fields: phano_phase, phano_confidence, phano_health_score…
History on this account
[Phano] €85,000 ARR, high · Health 47/100 ●
May 25 · → Schedule a sponsor touchpoint
[Phano] €85,000 ARR, medium · Health 58/100 ●
May 18 · → Monitor decision-maker engagement
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Frequently asked questions
What is Net Promoter Score (NPS)?
Net Promoter Score is calculated from a single question ("would you recommend?" from 0 to 10) by subtracting the percentage of detractors (0 to 6) from that of promoters (9 and 10). It is a declarative barometer of customer sentiment.
Why does Net Promoter Score (NPS) matter?
An NPS on its own remains a declarative and late signal: it says what the customer states, not what they do. Cross-referenced with real usage and support, it becomes far more predictive for the CSM as well as the AM.
How do you calculate NPS?
Percentage of promoters (scores 9-10) minus percentage of detractors (scores 0-6), on a 0-10 scale. The score ranges from -100 to +100.
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