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The Customer Success Glossary

Clear definitions and practical guidance for every customer success term you'll encounter on the job.
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Net Promoter Score (NPS)
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a product or service on a scale of 0-10. Responses are grouped into promoters (9-10), passives (7-8), and detractors (0-6), with the final score ranging from -100 to +100. For CS teams, NPS serves as one input in a broader health scoring model rather than a standalone measure of account health.
Net Revenue Retention (NRR)
Net revenue retention (NRR) is a SaaS metric that measures the percentage of recurring revenue retained and grown from existing customers over a set period, after accounting for expansion, contraction, and churn. Also called net dollar retention (NDR), NRR reveals whether your customer base is gaining or losing value over time without factoring in new logo acquisition.