SaaS Customer Success Blog

4 Ways That Seasonality Can Affect Net Promoter Scores

seasonalityFor businesses that aren't strongly seasonal, does seasonality have an effect on Net Promoter Score? I think so, and my view on this is that it's due to macro factors which affect customers - who are in fact human beings, and have other interests than your company.

At HubSpot, where I work, I saw a downturn in NPS around the holidays which prompted this post. Below are a few influencers on NPS that are worth thinking about when you see a seasonal movement in scores.

Topics: customer success measurements net promoter score NPS trends

Measuring Customer Success in SaaS: Ladder & Usage Scoring Methods Compared

I've noticed two broadly used & accepted methods of quantitative customer success measurement in SaaS: laddering and scoring. A comparison is interesting.

customer success ladder
Topics: customer success SaaS customer success software customer success customer success measurements