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

Tue, Sep 17, 2019, 5:30 PM (EDT)

About this event

Full Agenda | Startups Wanted! | Speakers | Register Now

Join us Tuesday, September 17th at ProfitWell HQ in Downtown Boston (Near South Station)


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.


This meetup is Hosted and MC'ed by Tom Elliott (Co-Founder and CEO of Left Hook) with tons of help from our many great Partners (see below)

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Light appetizers and craft beer will be served. Bring your ID if you'd like to drink a beer!



SaaStock Local is the city chapter program of SaaStock, a global community of software as a service (SaaS) founders, executives, and investors.

Our mission is to help SaaS companies to gain traction, grow, and scale. We achieve this by bringing the leaders of SaaS together at our annual conferences in Europe, North America, Latin America, Asia, and Australasia.

To keep adding value year-round, we organize quarterly SaaS meetups in cities all over the world, continuously share actionable learnings from the best minds in SaaS, and connect the global SaaS community online.

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  • Heather O'Neill

    Heather O'Neill

    Pixels for Humans


    See Bio
  • Marisa Rackson

    Marisa Rackson

    Hubspot for Startups

    MC for Startup Sub Divo

    See Bio
  • Christian Mongillo

    Christian Mongillo

    Hubspot for Startups


    See Bio
  • Pete Whinn

    Pete Whinn



    See Bio
  • Clement Cazalot

    Clement Cazalot

    Techstars Boston


    See Bio


Tuesday, Sep 17
5:30 PM - 8:00 PM (EDT)


ProfitWell Headquarters
109 Kingston Street, Fourth Floor (Elevator Available) Boston02111


  • Tom Elliott

    Tom Elliott

    Left Hook

    City Leader

    View Profile
  • Gabriel Pizzolante

    Gabriel Pizzolante


    Global Community & Startup Initiatives

    View Profile