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15 examples of Customer Satisfaction metrics and KPIs

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.

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Examples of Customer Satisfaction metrics and KPIs

Metrics for Market Sentiment Analysis

  • 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

Metrics for User Satisfaction Improvement

  • 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

Metrics for Windows and VMWare Server Support

  • 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

Metrics for Sales and CSAT Targets

  • 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

Metrics for Product Management Success

  • 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

Metrics for L2 Production Support

  • 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

Metrics for Agile leadership metrics

  • 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

Metrics for Gift Show Feedback and Planning

  • 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

Metrics for Operations Efficiency

  • 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

Metrics for User Satisfaction in Software

  • 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

Metrics for Sales Of Existing Inventory

  • 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

Metrics for Online Therapy Platform

  • 1. Client Retention Rate

    The percentage of clients who continue using the platform over a given period

    What good looks like for this metric: Typical benchmark is 60-70%

    Ideas to improve this metric
    • Enhance user experience
    • Offer personalised treatment plans
    • Regularly gather and implement feedback
    • Provide flexible scheduling options
    • Ensure therapists are a good match
  • 2. Session Completion Rate

    The ratio of completed therapy sessions to scheduled sessions

    What good looks like for this metric: Typical benchmark is 80-90%

    Ideas to improve this metric
    • Send session reminders
    • Integrate seamless payment systems
    • Offer flexible re-scheduling
    • Improve platform reliability
    • Address clients’ issues promptly
  • 3. Client Satisfaction Score

    Average rating given by clients regarding their overall satisfaction with the service

    What good looks like for this metric: Typical benchmark is 4+ out of 5

    Ideas to improve this metric
    • Train therapists in customer service
    • Implement regular check-ins with clients
    • Ensure platform ease of use
    • Offer a variety of therapy styles
    • Regularly update platform features
  • 4. Therapist Response Time

    The average time taken for therapists to respond to client inquiries

    What good looks like for this metric: Typical benchmark is 1-2 hours

    Ideas to improve this metric
    • Set clear expectations with therapists
    • Use automation for initial queries
    • Provide incentives for quick responses
    • Implement a notification system
    • Monitor and report response time trends
  • 5. Platform Usage Rate

    The frequency with which clients and therapists use the platform

    What good looks like for this metric: Typical benchmark is 70-85% active users monthly

    Ideas to improve this metric
    • Introduce engaging content regularly
    • Create community forums for interaction
    • Send regular updates or newsletters
    • Reward consistent platform usage
    • Offer interactive features

Metrics for Empowering Innovation and Service Delivery

  • 1. System Uptime

    The percentage of time the infrastructure is operational and accessible to users.

    What good looks like for this metric: 99.9%

    Ideas to improve this metric
    • Implement redundancy systems
    • Perform regular maintenance checks
    • Upgrade hardware components
    • Monitor using advanced tools
    • Develop a disaster recovery plan
  • 2. Service Response Time

    The average time taken to respond to service requests or queries from users.

    What good looks like for this metric: Less than 3 seconds

    Ideas to improve this metric
    • Optimise server configurations
    • Use load balancing techniques
    • Increase bandwidth availability
    • Implement caching strategies
    • Enhance database management
  • 3. User Satisfaction Score

    A measure of user satisfaction collected through surveys and feedback forms.

    What good looks like for this metric: Above 85%

    Ideas to improve this metric
    • Conduct regular user feedback sessions
    • Implement a user-friendly interface
    • Deliver consistent customer support
    • Analyse feedback for improvements
    • Introduce regular updates based on suggestions
  • 4. Innovation Adoption Rate

    The percentage of new features or innovations adopted by users over time.

    What good looks like for this metric: Above 60%

    Ideas to improve this metric
    • Promote new features actively
    • Provide training sessions for users
    • Offer incentives for early adoption
    • Simplify the onboarding process
    • Use user testimonials to encourage uptake
  • 5. Incident Resolution Time

    The average time taken to resolve incidents or issues reported within the infrastructure.

    What good looks like for this metric: Under 4 hours

    Ideas to improve this metric
    • Maintain a knowledgeable support team
    • Use automated incident detection
    • Streamline the issue escalation process
    • Maintain a robust incident management tool
    • Review and refine resolution procedures

Metrics for Reprocessed Plastic Recycling

  • 1. Annual Sales Volume

    The total quantity of plastic products sold within a year

    What good looks like for this metric: 10,000 MT in 2025, increasing to 50,000 MT by 2035

    Ideas to improve this metric
    • Expand market reach through marketing
    • Increase product quality to boost sales
    • Enhance sales team training and incentives
    • Identify and target key industries needing plastic
    • Collaborate with international partners
  • 2. Production Yield

    The percentage of produced items that meet quality standards

    What good looks like for this metric: 95% in 2025, aiming for 99% by 2035

    Ideas to improve this metric
    • Implement quality checks at each production phase
    • Invest in modern machinery and technology
    • Train employees on quality control processes
    • Conduct regular maintenance on equipment
    • Incorporate lean manufacturing practices
  • 3. Customer Retention Rate

    The percentage of customers who continue to buy over time

    What good looks like for this metric: 80% in 2025, increasing to 95% by 2035

    Ideas to improve this metric
    • Enhance customer service and support
    • Implement a loyalty program
    • Regularly seek customer feedback for improvements
    • Offer personalized deals and discounts
    • Ensure high product quality and consistency
  • 4. Cost per Metric Tonne (MT)

    The cost incurred to produce one metric tonne of plastic

    What good looks like for this metric: 10% reduction by 2026, aiming for 20% reduction by 2035

    Ideas to improve this metric
    • Streamline procurement processes
    • Negotiate better deals with suppliers
    • Optimize production scheduling for efficiency
    • Minimize waste during production
    • Utilize energy-efficient machinery
  • 5. Training Hours per Employee

    The average number of hours each employee spends in training annually

    What good looks like for this metric: 20 hours in 2025, increasing to 60 hours by 2035

    Ideas to improve this metric
    • Develop a comprehensive training calendar
    • Encourage online and external training sessions
    • Introduce mentorship programs
    • Link training to career development plans
    • Utilize technology for training modules

Metrics for Community Concerns Response

  • 1. Community Engagement Rate

    Measures the level of participation and interaction from the community regarding the nature reserve concerns, typically calculated as the ratio of engaged community members to the total number of community members reached

    What good looks like for this metric: 20-30% engagement rate

    Ideas to improve this metric
    • Increase accessibility of communication channels
    • Organise community events and workshops
    • Utilise social media platforms for wider reach
    • Encourage feedback and suggestions
    • Foster relationships with community leaders
  • 2. Response Timeliness

    Tracks the average time taken to respond to community concerns, calculated from the time a concern is raised to the time an initial response is provided

    What good looks like for this metric: 24-48 hours response time

    Ideas to improve this metric
    • Implement an automated response system
    • Prioritise concerns based on urgency
    • Allocate dedicated staff for faster response
    • Streamline communication processes
    • Train staff for effective and timely responses
  • 3. Resolution Rate

    Calculates the percentage of concerns that have been resolved out of the total concerns raised over a specific period

    What good looks like for this metric: 80% resolution rate

    Ideas to improve this metric
    • Develop clear protocols for issue resolution
    • Conduct regular reviews of unresolved concerns
    • Engage with experts for complex issues
    • Facilitate open dialogue sessions for transparency
    • Utilise data to identify recurrent issues
  • 4. Community Satisfaction Score

    Assesses the overall satisfaction level of the community with the responses to their concerns, often measured via surveys

    What good looks like for this metric: 75-85% satisfaction score

    Ideas to improve this metric
    • Regularly conduct community satisfaction surveys
    • Analyse feedback to identify improvement areas
    • Personalise responses to individual concerns
    • Provide follow-up updates on resolved issues
    • Be transparent about limitations and challenges
  • 5. Awareness Level

    Measures the level of community awareness about key concerns and efforts made to address them, usually assessed via surveys and feedback forms

    What good looks like for this metric: 70-80% awareness level

    Ideas to improve this metric
    • Enhance visibility of communication campaigns
    • Distribute informative materials widely
    • Promote education and awareness workshops
    • Engage with local media for wider reach
    • Establish a dedicated information portal

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.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

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We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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