The customer feedback benchmark
How leading SaaS companies drive growth through systematic customer feedback
Research from 150+ B2B SaaS companies reveals how customer feedback systems directly impact NRR, competitive positioning, and growth
Sample findings
6.5x
more likely to significantly outperform competitors for companies with expert feedback systems
83%
of companies with mature feedback practices report increased upsells
67%
of companies with advanced feedback systems report improved customer satisfaction scores
Company performance relative to competitors by CEO interaction frequency
Better
Same
Worse
Customer satisfaction scores
Increased
Same
Decreased
What you'll find inside
Hard data linking feedback maturity to higher retention and upsells
A four-stage maturity model to benchmark your organization
Why companies with CEO-customer connection outperform competitors by 2x
Practical strategies to overcome common feedback challenges
Guidance on optimal feedback ownership for maximum business impact
Download the full report
Download now to turn customer insights into your competitive advantage
Eli Portnoy, CEO of BackEngine
What surprised me most was not just that better feedback systems correlate with better business outcomes—that's intuitive. The revelation was the magnitude of the difference. Companies with advanced feedback practices are over 6x more likely to outcompete their peers, and we're seeing real revenue impact in the 3-4% NRR improvement. This isn't just operational efficiency, it's strategic advantage.