NPS Score Benchmarks for SaaS (2026)
Converge Team
The average nps score for saas is +41. This compares to a global average of +32. Good saas teams target 33, and top performers achieve 25.
Why Do SaaS Teams Have Different NPS Score Benchmarks?
Technical accuracy matters more than speed. SaaS customers will wait an extra hour for a correct answer rather than get an instant response that sends them in the wrong direction.
SaaS support teams must balance technical depth with speed because customers range from non-technical end-users to senior developers, often within the same account.
How SaaS Compares
SaaS teams have room to improve compared to the global average. Here's how saas stacks up against other industries:
| Industry | Average | Good | Excellent |
|---|---|---|---|
| SaaS | +41 | 33 | 25 |
| E-commerce | +38 | 30 | 23 |
| Fintech | +34 | 27 | 20 |
| Healthcare | +28 | 22 | 17 |
| Agencies | +36 | 29 | 22 |
| Fashion | +42 | 34 | 25 |
| Beauty & Cosmetics | +45 | 36 | 27 |
| Gaming | +30 | 24 | 18 |
| Crypto & Web3 | +22 | 18 | 13 |
| Travel & Tourism | +27 | 22 | 16 |
| Hospitality | +39 | 31 | 23 |
| Restaurants | +43 | 34 | 26 |
| Hotels | +40 | 32 | 24 |
| Real Estate | +25 | 20 | 15 |
| Education | +35 | 28 | 21 |
Typical SaaS Support Profile
NPS Score by Channel for SaaS
Channel choice affects nps score across all industries, including saas:
| Channel | Average |
|---|---|
| Live Chat | +38 |
| +42 | |
| +28 | |
| Social Media | +25 |
| Phone | +30 |
How to Improve NPS Score in SaaS
Key insight for saas teams:
Treating all tickets equally instead of segmenting by plan tier, ARR value, and churn risk. A $50/month user and a $5,000/month user should not sit in the same queue.
Automation opportunity:
Up to 40% of SaaS support tickets are onboarding and setup questions that can be resolved with interactive guides and auto-reply sequences linking to documentation.
Focus on detractors first -- converting a detractor to passive has more NPS impact than passive to promoter
Close the loop on every NPS response, especially negative ones
Track NPS by customer segment to identify which groups need attention
Combine NPS with CSAT to understand both loyalty and satisfaction
Source: Industry composite aggregated from MetricNet, HDI, and LiveChatAI benchmarks (2025). Industry-specific figures are approximate averages compiled from publicly available reports. Your team's performance may vary based on company size, geography, and channel mix.
Frequently Asked Questions
The average nps score for saas is +41. The global average across all industries is +32. Good saas teams target 33, and top performers achieve 25.
SaaS is +41 vs the global average of +32. SaaS: +41, E-commerce: +38, Fintech: +34.
Focus on detractors first -- converting a detractor to passive has more NPS impact than passive to promoter. Close the loop on every NPS response, especially negative ones. See our improvement section and the full nps score guide for all strategies.
SaaS support teams must balance technical depth with speed because customers range from non-technical end-users to senior developers, often within the same account. SaaS teams typically handle 200-800/day tickets daily with 5-15 agents agents. The most common issues include onboarding questions, billing disputes, feature requests.
SaaS teams should prioritize live-chat and email as primary channels. Secondary channels include whatsapp, discord. SaaS users expect instant in-app help while actively using the product, making live chat the dominant support channel
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