Measuring SaaS Performance: If NPS is Broken, What's Better?


ProfitWell HQ
109 Kingston Street, Fourth Floor
Boston, MA 02111
United States

Tuesday, 17 September 2019 - 5:30pm to 8:00pm

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On a scale of one to ten, how likely are you to promote this meet-up, even though your haven't attended it yet?

This pervasive question seems to follow you everywhere you log in or use B2B cloud software.

When you answer, what does it matter?

As the name of her company (Pixels for Humans) suggests, keynote speaker Heather O'Neill promotes user-centered thinking in all aspects of running a successful SaaS company.  She's no fan of Net Promoter Score (NPS) as a useful or predictive SaaS metric, and thinks we need alternatives.

Heather will open our meet-up with a short takedown of NPS, and then will suggest better ways to measure customer happiness and overall performance.

After Heather's talk, a diverse panel of SaaS veterans will react and offer their own perspectives on NPS, KPIs, and performance measurement. At least one panelist will be tasked with defending NPS and its omnipresence.

Following the panel, select founders will be invited to seek the group's help and advice on a KPI challenge they're facing.

We call this section Startup Sub Divo, case-by-case mentorship offered "out in the open air." (Sub Divo is Latin for "under the gods" or "out under the open sky.") Mentorship comes from the keynote speaker, panelists, hosts, and audience members.

Startup Sub Divo will by MC'ed by Marisa Rackson, Business Development Manager for the Hubspot for Startups Program.