What are Customer Satisfaction metrics? Crafting the perfect Customer Satisfaction metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
Transfer these examples to your app of choice, or opt for Tability to help keep you on track.
Find Customer Satisfaction metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Customer Satisfaction metrics and KPIs 1. Net Promoter Score (NPS) Measures customer loyalty and satisfaction by asking how likely customers are to recommend your product or service to others
What good looks like for this metric: Typical benchmarks range from -100 to +100 with 50 being excellent
Ideas to improve this metric Conduct customer feedback surveys regularly Implement changes based on feedback Improve customer service responsiveness Enhance customer onboarding experience Encourage loyal customers to share testimonials 2. Customer Satisfaction Score (CSAT) Measures how satisfied customers are with a company's product, service, or experience through short surveys
What good looks like for this metric: Scores of 75% or above are considered good
Ideas to improve this metric Simplify the survey process Focus on enhancing product features Train staff in customer service Respond promptly to customer inquiries Monitor and address negative feedback 3. Customer Retention Rate The percentage of customers who continue to use a company's products or services over a given period
What good looks like for this metric: Typically above 80% is considered good
Ideas to improve this metric Build long-term relationships with customers Implement loyalty programs Regularly update customers on new offerings Analyse and address reasons for customer churn Increase the value of the offering 4. Social Media Sentiment Analysis Tracks and analyses brand mentions on social media to gauge public opinion
What good looks like for this metric: N/A, but positive sentiment should be maximized
Ideas to improve this metric Engage positively with social media followers Monitor and address negative comments quickly Create engaging and relevant content Collaborate with influencers Utilise sentiment analysis tools 5. Customer Lifetime Value (CLV) Estimates the total revenue that a business can expect from a single customer account throughout the business relationship
What good looks like for this metric: Varies by industry, should exceed customer acquisition cost
Ideas to improve this metric Increase customer purchase frequency Enhance customer experience Personalise marketing efforts Upsell and cross-sell products Reduce customer churn
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1. Customer Satisfaction (CSAT) Measures customer satisfaction with the service provided, usually through post-interaction surveys
What good looks like for this metric: 75% to 85% satisfaction rate
Ideas to improve this metric Provide personalised responses Ensure timely follow-ups Offer multi-channel support options Use clear and concise language Continuously train staff on customer service 2. Quality Assurance (QA) Score Evaluates the quality of support interactions based on predefined criteria
What good looks like for this metric: 85% to 95% QA score
Ideas to improve this metric Regularly update QA criteria Conduct team workshops Implement a feedback loop for staff Use role-playing scenarios Review and analyse call recordings 3. Average Handle Time (AHT) Tracks the average duration of handling a customer request from start to finish
What good looks like for this metric: 4 to 8 minutes
Ideas to improve this metric Implement time-saving tools Provide comprehensive training Streamline internal processes Utilise call scripts effectively Regularly review AHT goals 4. Tickets Handled Per Hour Measures the number of tickets resolved by a support agent in an hour
What good looks like for this metric: 8 to 12 tickets per hour
Ideas to improve this metric Use ticket management systems Prioritise tasks effectively Encourage team collaboration Automate repetitive tasks Regularly assess ticket assignment 5. First Call Resolution (FCR) Indicates the percentage of calls resolved without the need for follow-up
What good looks like for this metric: 70% to 85% FCR rate
Ideas to improve this metric Provide extensive product training Empower agents to make decisions Enhance access to information Use customer feedback effectively Address common issues promptly
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1. Customer Satisfaction Score Measures the overall satisfaction of customers with the services provided by TAX2WIN, typically through surveys
What good looks like for this metric: Above 75%
Ideas to improve this metric Conduct regular feedback surveys Improve response time to queries Enhance user interface and user experience Offer personalised tax solutions Provide clear and detailed tax reports 2. Net Promoter Score (NPS) Gauges the likelihood of customers recommending TAX2WIN services to others on a scale of 0-10
What good looks like for this metric: Typically above 50
Ideas to improve this metric Increase customer engagement Enhance service reliability Offer referral discounts Resolve customer complaints swiftly Conduct customer success stories 3. Time to File Tax Returns Measures the average time taken for successful tax return filing from the initial client engagement
What good looks like for this metric: Less than 24 hours
Ideas to improve this metric Streamline the filing process Implement automation tools Reduce documentation requirements Provide detailed filing guides Train team on efficient workflows 4. Conversion Rate Percentage of leads or visitors who convert into actual users or pay for TAX2WIN services
What good looks like for this metric: 20-30%
Ideas to improve this metric Enhance website SEO Refine the sales funnel Create engaging content Offer promotions or discounts Improve landing page design 5. Revenue Growth Rate Measures the percentage growth in revenue over a specific period, indicating the financial health of TAX2WIN
What good looks like for this metric: 15-25% annually
Ideas to improve this metric Expand service offerings Increase marketing efforts Focus on customer retention Develop strategic partnerships Implement pricing strategies
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1. Customer Satisfaction Score (CSAT) Measures customer happiness with a product or service, usually on a scale of 1-5.
What good looks like for this metric: 80-85%
Ideas to improve this metric Gather customer feedback regularly Address complaints promptly Enhance product features based on user feedback Train customer support staff adequately Implement a loyalty program 2. Net Promoter Score (NPS) Assesses customer loyalty by asking them to rate the likelihood of recommending the product to others on a scale of 0-10.
What good looks like for this metric: 30-50
Ideas to improve this metric Cultivate strong customer relationships Resolve issues swiftly and efficiently Encourage customers to share testimonials Offer incentives for referrals Improve the overall customer experience 3. Customer Effort Score (CES) Evaluates the ease of service usage by asking customers to rate their effort level in completing a task.
What good looks like for this metric: 5 or lower
Ideas to improve this metric Simplify processes Improve website usability Enhance user interface design Provide clear instructions and guidance Reduce waiting times in service 4. Churn Rate Indicates the percentage of customers who stop using a product or service within a particular time frame.
What good looks like for this metric: 5-7%
Ideas to improve this metric Identify reasons causing customer churn Enhance customer retention strategies Offer personalised experiences Develop an attentive onboarding process Continuously engage with customers 5. Customer Lifetime Value (CLV) A prediction of the net profit attributed to the entire future relationship with a customer.
What good looks like for this metric: 3 times the acquisition cost
Ideas to improve this metric Increase customer satisfaction initiatives Track customer purchasing patterns Improve customer segmentation Enhance cross-selling initiatives Increase quality of customer support
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1. First Call Resolution Rate Percentage of issues resolved on the first call without escalation
What good looks like for this metric: 70-80%
Ideas to improve this metric Provide comprehensive training for team members Implement a robust knowledge base Utilise remote access tools for rapid solutions Ensure clear communication during ticket handling Optimise ticket categorisation for swift allocations 2. Average Ticket Resolution Time Average time taken to resolve support tickets
What good looks like for this metric: Less than 24 hours
Ideas to improve this metric Enhance prioritisation of critical tickets Streamline internal workflows Employ ticketing software with automation features Offer frequent skill-improving sessions Regularly review ticket handoff processes 3. Customer Satisfaction Score Rating provided by customers after resolution
What good looks like for this metric: Above 90%
Ideas to improve this metric Solicit feedback through post-service surveys Provide personalised support where applicable Encourage proactive follow-ups with customers Analyse feedback data to identify improvement areas Reward team members demonstrating high satisfaction scores 4. Ticket Backlog Number of unresolved tickets over a specified time period
What good looks like for this metric: Less than 10% of total tickets
Ideas to improve this metric Regularly audit ticket queue for overdue items Implement weekly backlog reviews Balance team workload to prevent overloads Develop standard operating procedures for common issues Encourage team accountability for assigned tickets 5. Service Uptime Percentage of time the server environment is operational and available
What good looks like for this metric: 99.9%
Ideas to improve this metric Conduct regular system health checks Implement proactive monitoring systems Establish a thorough disaster recovery plan Schedule routine maintenance during off-peak hours Ensure redundancy for critical systems
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1. Average Ticket Resolution Time The average time taken to resolve a ticket from the moment it's opened until it's closed. This measures efficiency in handling support requests.
What good looks like for this metric: 24 hours or less
Ideas to improve this metric Automate repetitive tasks Improve staff training Streamline ticket prioritisation Use performance-boosting software Implement a robust knowledge base 2. First Contact Resolution Rate The percentage of tickets resolved during the initial contact with the help desk. A high rate indicates effective support processes.
What good looks like for this metric: 70-75%
Ideas to improve this metric Equip staff with decision-making power Enhance customer service scripts Provide ongoing training Utilise integrated support tools Conduct regular process reviews 3. Customer Satisfaction Score (CSAT) A measure of customer satisfaction with the resolution of their support tickets, often gathered via surveys after ticket closure.
What good looks like for this metric: 85% or higher
Ideas to improve this metric Conduct feedback analysis Enhance communication channels Personalise support interactions Reduce wait times Regular staff empathy training 4. Ticket Volume Per Channel Tracking the number of tickets received via each support channel (e.g., email, phone, chat) helps understand customer preferences.
What good looks like for this metric: Balanced distribution across channels
Ideas to improve this metric Promote diverse contact options Evaluate efficiencies of each channel Optimise routing based on traffic Balance workforce allocation Improve multi-channel integration 5. Backlog Ratio The ratio of unresolved tickets at any time, measuring how well the help desk manages its workload.
What good looks like for this metric: 10% or lower
Ideas to improve this metric Implement extra shifts during peak times Regularly review and close stale tickets Prioritise high-impact cases Automate low-priority ticket handling Improve resource planning
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1. Sales Revenue Total income generated from sales of courses, measured in USD
What good looks like for this metric: $50,000 per month
Ideas to improve this metric Enhance course offerings Run targeted advertising campaigns Offer early-bird discounts Upsell related courses Optimise pricing strategy 2. Customer Satisfaction Score (CSAT) Measures the level of satisfaction of customers, usually rated on a scale of 1-5
What good looks like for this metric: 4.0 out of 5
Ideas to improve this metric Provide excellent customer support Gather and act on customer feedback Offer personalised learning paths Improve user interface and experience Ensure course content is high quality 3. Learner Engagement Rate Percentage of learners actively participating in the course, calculated by dividing active participants by total enrolled
What good looks like for this metric: 60%
Ideas to improve this metric Introduce interactive elements Provide regular updates and new content Encourage group discussions Use gamification techniques Send regular reminders and follow-ups 4. Course Completion Rate Percentage of learners who complete the course, calculated by dividing the number of completions by the total number enrolled
What good looks like for this metric: 70%
Ideas to improve this metric Design shorter, more manageable modules Set clear expectations and goals Offer incentives for completion Provide support resources Implement progress tracking 5. Knowledge Retention Rate Measures how much information learners retain over time, assessed through follow-up tests
What good looks like for this metric: 75%
Ideas to improve this metric Use varied teaching methods Incorporate spaced repetition Provide summary notes Offer periodic refreshers Encourage practical application of knowledge
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1. Customer Satisfaction (CSAT) Measures customer satisfaction based on their experience with the product, typically through surveys
What good looks like for this metric: 75%-85%
Ideas to improve this metric Improve customer support Enhance product features Implement user feedback promptly Conduct regular user experience reviews Offer personalised customer interactions 2. Net Promoter Score (NPS) Measures customer loyalty by asking how likely they are to recommend the product to others
What good looks like for this metric: 30-50
Ideas to improve this metric Implement user-friendly design Enhance product reliability Offer proactive customer support Regularly update and improve the product Conduct customer satisfaction surveys 3. Monthly Active Users (MAU) Tracks the number of unique users engaging with the product within a month
What good looks like for this metric: Varies by industry
Ideas to improve this metric Increase marketing efforts Enhance user engagement features Regularly update content Simplify onboarding process Offer promotions or incentives 4. Customer Retention Rate Measures the percentage of customers who continue using the product over a specific period
What good looks like for this metric: 80%-90%
Ideas to improve this metric Improve customer service Enhance product quality Analyse and address churn reasons Regularly engage with customers Offer loyalty programmes 5. Average Revenue Per User (ARPU) Calculates the average income generated per user, typically on a monthly or annual basis
What good looks like for this metric: Varies by industry
Ideas to improve this metric Upsell premium features Introduce new pricing models Increase user engagement Expand user base Conduct pricing analysis
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1. Request Resolution Time Time taken to resolve support requests from initial report to resolution
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Prioritise requests based on urgency Implement automated alerts for escalations Conduct regular training sessions for support staff Use ticketing system efficiently Analyse past tickets for recurring issues 2. First Contact Resolution Rate Percentage of requests resolved during the first interaction with support staff
What good looks like for this metric: 70-80%
Ideas to improve this metric Empower staff with decision-making authority Provide comprehensive training and resources Ensure access to an updated knowledge base Conduct regular performance reviews Encourage collaboration among team members 3. Customer Satisfaction Score Measurement of customer satisfaction after support engagement
What good looks like for this metric: 80% satisfaction rate
Ideas to improve this metric Follow up with customers after resolution Provide personalised support where possible Gather feedback through surveys Identify pain points in the support process Continuously improve customer interaction skills 4. Ticket Backlog Number of unresolved requests or tickets within a specific time period
What good looks like for this metric: Less than 10% of total tickets
Ideas to improve this metric Monitor and raise alerts for high backlog Allocate additional resources during peak times Streamline processes to improve response times Regularly review ticket statuses Identify and address resource bottlenecks 5. Reopen Rate Percentage of requests that have been reopened after they were marked resolved
What good looks like for this metric: Less than 5%
Ideas to improve this metric Ensure thorough issue resolution before closing Improve documentation for recurring issues Engage experts for complex problems Provide clear and concise solutions Encourage feedback to understand unresolved issues
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1. Customer Satisfaction Score Measures the level of satisfaction of customers with products or services. Calculated through surveys and feedback.
What good looks like for this metric: 85% or higher
Ideas to improve this metric Solicit regular customer feedback Train staff on customer service skills Improve product quality and variety Reduce waiting times at checkout Implement a customer loyalty programme 2. Sales Revenue Total income generated from sales activities during a given period.
What good looks like for this metric: Consistent increase month-over-month
Ideas to improve this metric Expand product range Enhance marketing efforts Offer discounts or promotions Improve store layout to encourage sales Train staff on upselling techniques 3. Inventory Turnover Rate The rate at which inventory is sold and replaced over a period, indicating inventory management efficiency.
What good looks like for this metric: 5 to 10 times per year
Ideas to improve this metric Optimise stock levels based on demand Use data analysis for restocking Clear slow-moving items with promotions Enhance supplier relations for quicker restocks Implement inventory management software 4. Employee Productivity Measures the effectiveness and efficiency of a shop's staff in generating sales and maintaining operations.
What good looks like for this metric: Revenue per employee above $150,000 annually
Ideas to improve this metric Provide continuous staff training Set clear performance targets Offer incentives for high performance Ensure proper staffing levels Streamline task processes 5. Net Profit Margin The percentage of revenue that exceeds the total expenses of a shop, showcasing profitability.
What good looks like for this metric: 10% to 20%
Ideas to improve this metric Reduce operating costs Increase the average transaction size Negotiate better terms with suppliers Implement cost-effective marketing strategies Regularly review financial statements for insights
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1. Team Velocity Measures the amount of work a team completes during a sprint, calculated by the total story points completed
What good looks like for this metric: 20-40 story points per sprint
Ideas to improve this metric Streamline workflows Refine sprint planning Enhance team collaboration Invest in skill development Use consistent estimation techniques 2. Sprint Burndown Tracks the completion of work throughout the sprint, showing remaining tasks vs. time
What good looks like for this metric: Consistent downward trend with minimal or no backlog at sprint end
Ideas to improve this metric Daily stand-ups to identify blockers Encourage realistic task estimates Prioritise critical tasks early Use burn-down charts for visibility Improve task segmentation 3. Cycle Time The total time it takes from starting a work item to its completion
What good looks like for this metric: 1-2 days for small tasks, up to 1-2 weeks for larger tasks
Ideas to improve this metric Minimize work-in-progress limits Enhance automated testing Implement continuous integration Use Kanban to visualise workflow Regularly review cycle times 4. Lead Time The total time from when a customer request is made to when it is fulfilled
What good looks like for this metric: Varies based on complexity, aim for a reduction over time
Ideas to improve this metric Prioritise tasks based on customer value Optimise backlog grooming Reduce bottlenecks Increase cross-functional team collaboration Regularly analyse and adjust processes 5. Customer Satisfaction (NPS) Measures customer satisfaction and loyalty through surveys or Net Promoter Score (NPS)
What good looks like for this metric: NPS score of 50-70
Ideas to improve this metric Increase customer feedback channels Actively respond to customer issues Continually improve product features Regularly review customer feedback Train team on customer service excellence
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1. Customer Feedback Ratings Average ratings collected from customers about the existing product line on a scale of 1-5
What good looks like for this metric: 4.0 out of 5
Ideas to improve this metric Increase direct customer interactions Organise focus groups Enhance customer feedback channels Implement follow-up surveys Incorporate customer feedback into product adjustments 2. Net Promoter Score (NPS) Measures customer willingness to recommend the product line to others, calculated by subtracting the percentage of detractors from promoters
What good looks like for this metric: 50
Ideas to improve this metric Enhance product quality Improve customer service Identify and address customer pain points Implement loyalty programmes Regularly survey customers to monitor NPS 3. Product Line Interest Rate Percentage of attendees expressing interest in the existing product line
What good looks like for this metric: 30%
Ideas to improve this metric Create engaging product displays Offer product samples or demonstrations Utilise targeted marketing strategies Provide exclusive show discounts Collect contact details for follow-up communication 4. Ideas for New Products Number of unique ideas for new product introductions received from customer feedback
What good looks like for this metric: 10 ideas per event
Ideas to improve this metric Encourage customer creativity Host brainstorming sessions Provide incentives for idea submission Analyse market trends for potential opportunities Engage in competitor analysis 5. Sales Conversion Rate The percentage of gift show attendees who make a purchase from the product line
What good looks like for this metric: 25%
Ideas to improve this metric Enhance sales team training Optimise the point of sale experience Provide attractive pricing strategies Utilise persuasive sales techniques Improve the overall customer journey
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1. Operational Cost Ratio The ratio of operational costs to total revenue, used to determine the cost-effectiveness of operations
What good looks like for this metric: 25-35%
Ideas to improve this metric Automate manual processes Negotiate better supplier contracts Implement lean management techniques Regularly review and adjust budgets Reduce waste and inefficiencies 2. Average Order Fulfilment Time The average time taken from receiving an order to its delivery, indicating the efficiency of the fulfilment process
What good looks like for this metric: 24-48 hours
Ideas to improve this metric Streamline warehouse processes Enhance inventory management Use reliable shipping partners Adopt real-time tracking systems Train staff for faster processing 3. First Pass Yield The percentage of products manufactured correctly without any need for rework, showing the efficiency of the production process
What good looks like for this metric: 95-99%
Ideas to improve this metric Implement quality control measures Use advanced manufacturing techniques Provide ongoing employee training Conduct regular equipment maintenance Analyse and address defect trends 4. Inventory Turnover Ratio The ratio of cost of goods sold to average inventory, indicating how efficiently inventory is managed
What good looks like for this metric: 6-12 times per year
Ideas to improve this metric Optimise inventory levels Improve demand forecasting Enhance supplier relationships Implement just-in-time inventory systems Increase marketing and sales efforts 5. Customer Satisfaction Score (CSAT) A measure of customer satisfaction with the operational aspects of the company, usually gathered through surveys
What good looks like for this metric: 80-90%
Ideas to improve this metric Improve customer service training Collect and act on customer feedback Enhance product quality Ensure timely delivery Streamline return processes
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1. Customer Satisfaction Score (CSAT) A measure of user satisfaction based on their responses to a specific question about their experience with the software, usually rated on a scale from 1 to 5.
What good looks like for this metric: Average score of 4.0 or higher
Ideas to improve this metric Enhance the user interface for better navigation Provide regular software updates Implement a robust customer support system Conduct user training sessions Gather direct feedback through surveys 2. Net Promoter Score (NPS) An index ranging from -100 to 100 that measures users' willingness to recommend the software to others.
What good looks like for this metric: A score of 30 or above
Ideas to improve this metric Improve software performance and speed Create a referral program Regularly communicate updates and new features Engage with users through polls and forums Offer incentives for referrals 3. User Retention Rate The percentage of users who continue using the software over time, indicating their continued satisfaction.
What good looks like for this metric: Retention rate of over 80%
Ideas to improve this metric Offer loyalty rewards for longtime users Regularly release new features or functionalities Ensure easy integration with other software Monitor and fix bugs promptly Personalize user experiences through AI 4. Average Resolution Time The average time taken to resolve user-reported issues, reflecting the effectiveness of support services.
What good looks like for this metric: Time under 24 hours
Ideas to improve this metric Increase the number of support staff Offer 24/7 customer support Train staff for quicker issue diagnosis Leverage AI for support ticket triaging Regularly update support knowledge base 5. Software Usability Score A metric that evaluates users' perceptions of software ease of use, reliability, and performance.
What good looks like for this metric: Scores of 75 or higher
Ideas to improve this metric Conduct user experience workshops Simplify the onboarding process Iterate software design based on feedback Ensure compatibility with various devices Run usability tests regularly
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1. Inventory Turnover Ratio Measures how often inventory is sold and replaced over a period. Calculated by dividing cost of goods sold by average inventory
What good looks like for this metric: 2 to 4 times per year
Ideas to improve this metric Analyse inventory levels regularly Offer discounts on slow-moving products Optimize supply chain processes Increase product visibility through promotions Bundle products to increase sales 2. Sell-Through Rate The percentage of inventory sold compared to the amount of inventory received. Calculated by dividing units sold by the initial inventory received
What good looks like for this metric: 80% or higher
Ideas to improve this metric Enhance marketing efforts Rotate inventory displays regularly Improve sales staff training Utilize customer feedback for improvements Focus promotions on best-selling products 3. Gross Margin Return On Investment (GMROI) Measures the profit a company makes on its inventory investment. Calculated by dividing gross margin by average inventory cost
What good looks like for this metric: $2 or higher
Ideas to improve this metric Negotiate better terms with suppliers Improve pricing strategies Reduce inventory holding costs Focus on high-margin products Limit discounting on high-margin products 4. Days Sales Of Inventory (DSI) Indicates the average time in days that a company takes to turn its inventory into sales. Lower values are better
What good looks like for this metric: 30 to 60 days
Ideas to improve this metric Improve demand forecasting Implement automated inventory management systems Enhance supplier relationships Streamline supply chain processes Conduct regular inventory audits 5. Customer Feedback And Satisfaction Score Measure of customer satisfaction with the existing product line, usually through surveys or reviews
What good looks like for this metric: 4 out of 5 or higher
Ideas to improve this metric Actively solicit customer feedback Enhance product quality based on feedback Implement a customer loyalty program Improve customer service experiences Address any negative feedback promptly
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Tracking your Customer Satisfaction metrics Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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