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[net pruh·mow·tr skor]

A net promoter score is a customer satisfaction metric in marketing that measures the likelihood that a customer would recommend a product or company to a colleague, family member or friend. It indicates stronger loyalty than just customer satisfaction, because it measures active promoters of a company. It is calculated by subtracting the percentage of detractors from the percentage of supporters, with -100 indicating that a company only has detractors, and 100 being only promoters. An NPS score can be determined with just one question: "How likely are you to recommend company or product X?" 

Example: To determine customer loyalty of her company's new software, Marie conducted a NPS survey that indicated a very positive net promoter score.

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[noo trahyl staarts]

New trial starts or NTS are a metric SaaS vendors use to track how many new users sign up for trial account of their software. This can be a crucial leading indicator for new revenue generation because trial users will hopefully convert to recurring paying customers. In partner programs, it can be a key measurement for driving monthly recurring revenue.

Example: One of the key KPIs for the software company is for partners to drive NTS, given they see a strong conversion from trial users to paid customers.

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