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NPS Operations Manual for B2B
Running an NPS program in B2B is a different discipline from consumer NPS. With 50 to 300 accounts instead of thousands of anonymous respondents, the usual way of reading Net Promoter Score results, one overall number, every response counting equally, produces conclusions that do not hold.
This manual covers how to read B2B NPS results properly: how to segment before reading, how to weight scores by account revenue, how many responses a reliable NPS needs, which score movements to ignore, and how to interpret feedback from different roles within the same account. It is written for SaaS vendors and B2B companies measuring customer loyalty on a portfolio of accounts, whether you are launching a first NPS survey or fixing a program that is not delivering.