How do you measure brand loyalty in a crowded SaaS market?

The quickest way to separate genuine loyalty from inertia is combining NPS with a switching-cost question — ask how likely they'd move if a competitor matched your price exactly. If scores tank, you've got prisoners, not fans. Churn cohort analysis in something like Mixpanel or even a simple spreadsheet can also show you whether engaged users actually stick around longer, which is a solid behavioral signal to pair with the survey data.