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Metric Category: Customer Metrics
Employee Net Promoter Score (eNPS)
Employee Net Promoter Score (eNPS) measures how likely your employees are to recommend their workplace to friends, family, or professional acquaintances—essentially capturing the enthusiasm and loyalty that exist…
4 min read
Customer Resolution Rate
Customer Resolution Rate is a key customer service metric that measures the percentage of customer inquiries, issues, or complaints that are successfully resolved by a company within a…
4 min read
Customer Complaint Rate
Customer Complaint Rate is a key customer experience metric that measures the percentage of customers who express dissatisfaction through formal complaints relative to the total number of customers…
4 min read
Churn Rate Metric Definition
Churn Rate is a key performance indicator (KPI) that measures the percentage of customers who stop doing business with a company over a specific period. This metric helps…
4 min read
Customer Retention Rate Metric Definition
Customer Retention Rate is a key performance indicator (KPI) that measures the percentage of customers who continue to do business with a company over a specific period. This…
4 min read
Customer Satisfaction (CSAT) Score Metric Definition
Customer Satisfaction (CSAT) Score is a key performance indicator (KPI) that measures how satisfied customers are with a company’s products, services, or overall experience. This metric helps businesses…
4 min read
Net Promoter Score (NPS) Metric Definition
Net Promoter Score (NPS) is a key performance indicator (KPI) that measures customer loyalty and satisfaction by asking customers how likely they are to recommend a company’s product…
4 min read
Average Time to Respond (Customer Support) Metric Definition
Average Time to Respond is a key performance indicator (KPI) that measures the average amount of time it takes for customer support representatives to respond to customer inquiries.…
4 min read
Customer Lifetime Value (CLV) Metric Definition
Customer Lifetime Value (CLV) is a key performance indicator (KPI) that measures the total revenue a business can expect to earn from a customer over the course of…
4 min read
