measures customer satisfaction level with a specific product or feature. Usually, customers will be asked to give a rating from 1 (very dissatisfied) to 5 (very satisfied). In some cases, companies also track the Net Promoted Score (NPS) for additional insights into overall customer loyalty, and this approach is also included in our SaaS metrics cheat sheet.

Recommended benchmark: 60% – 80% (see top SaaS benchmarks for more details)

Satisfied customer = 4 and 5 ratings. This range can vary depending on your approach to SaaS metric definitions.