Technology / SaaS
Software and SaaS companies continued to demonstrate customer-satisfaction resilience in early August, with recent disclosures from Verito, Harmonic Inc, and Scality all breaking into the mid-80s or higher. As the sector's disclosure momentum accelerates through 2026, a clearer picture is emerging of customer loyalty as a persistent operational advantage even in a margin-constrained environment.
Sector snapshot
The Technology / SaaS cohort now comprises 1,172 scored canonical disclosures, yielding a median NPS of 75.0 and an average of 72.8. Both figures sit comfortably above the all-sector corpus median of 74, affirming the sector's structural customer loyalty. The median has held remarkably stable over the past four years—ranging only from 74.0 to 78.0—while the 2026 year-to-date figures show a notable uptick: 188 new disclosures have pushed the median to 80.0 and the average to 76.9, the highest annual marks on record.
This improvement reverses a multi-year drift: median NPS peaked at 78.0 in 2022, then softened to 76.5 in 2023 and 74.5 in 2024 before rebounding sharply this year. Whether the 2026 rebound reflects genuine improvement in product and support delivery or simply a more confident disclosure posture from top-performing vendors remains an open question, but the trajectory is unmistakable.
NPS evolution
Since the earliest data in 2014, the sector's median NPS has climbed from 61.0 to today's 80.0, with the most pronounced gains occurring between 2017 and 2021 as disclosure volume scaled and enterprise SaaS matured. The chart below traces this progression year by year.
Disclosure volume
Disclosure activity has accelerated markedly. From just three canonical mentions in 2014, annual volume grew to 169 in 2021, dipped through 2023, then surged again: 137 in 2025 and already 188 through mid-August 2026. At the current run rate, full-year 2026 will likely exceed 280 disclosures, underscoring both increased investor and PR appetite for NPS as a proof point.
Company stories
SAP's 89-point arc
No swing in the database is more dramatic than SAP's journey from a score of 3.0 in January 2023 to 92.0 in November 2024—an 89-point recovery that spans three disclosures. While the early 2023 figure likely captured a discrete product or regional segment in crisis, the rebound suggests meaningful operational intervention. SAP's volatility illustrates the risk of drawing sweeping conclusions from sparse time-series data, yet the trajectory also validates that even enterprise-software incumbents can engineer turnarounds when customer experience becomes a boardroom priority.
Recent standouts
Driven Tech joined the Inc. 5000 list in mid-August with an NPS of 92.7 and a customer satisfaction score of 93.4, demonstrating that rapid growth need not erode service quality. Index.dev reported an all-time-high talent NPS of 87.2 in the first half of 2026—a 10.4-point gain over the prior period and a rare case of zero detractors. On the application-performance-monitoring front, CubeAPM disclosed a perfect 100.0 in April 2026, maintaining a threshold typically reserved for niche or founder-led platforms. Meanwhile, NIQ reached an all-time client NPS high of 52.0 in June 2026, seven points above the prior year—a solid result for a large, diversified data-services provider.
Negative territory
The database catalogues three verified sub-zero scores, led by Dell Boomi at –76.0 in March 2019. TwentyThree posted –28.0 in September 2018, and Cover Genius—categorised as InsurTech—came in at –25.0 in March 2022. While each case likely reflects acute product-market or operational stress, all three have either pivoted, been acquired, or ceased public NPS disclosure. At the low end of the positive range, ADRO registered just 7.6 this August, a rare but telling reminder that SaaS economics and customer delight do not always move in tandem.
Fresh in 2026
The past week brought a concentrated flurry of high-performing disclosures, many tied to Inc. 5000 rankings or quarterly earnings:
- Verito – 95.0, announced alongside a Truss partnership highlighting operational maturity.
- NWN – 88.0, paired with 55% three-year revenue growth and Inc. 5000 recognition.
- Scality – 85.0 across its RING and ARTESCA product lines, reinforcing its enterprise-storage positioning.
- Enphase Energy – 80.0 in Q2, down two points sequentially but still reflecting strong hardware-plus-software integration.
- HealthLink Dimensions – 79.0, coupled with 95% client retention and Inc. 5000 status.
Older nuggets worth a second look
- AppDynamics recorded a category-leading 85.0 for the first half of 2015, well ahead of the sector median at that time.
- Pure Storage earned 79.0 in a Satmetrix audit covering October 2014 to October 2015, an early proof point in all-flash arrays.
- AppRiver posted 75.2 in April 2016, winning its fourth consecutive Stevie Award for customer service.
- Liquid Web achieved a best-in-class 74.0 in October 2015, underlining the managed-hosting segment's early focus on support quality.
- Masergy reached 70.3 in June 2016, validating its customer-experience strategy in enterprise networking.
- Crawford Technologies hit an all-time high of 63.0 in June 2016, a notable milestone for document-output management.