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 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 Score (CSAT) Measures the level of satisfaction customers feel after interacting with customer service, typically collected through surveys
What good looks like for this metric: 80-85%
Ideas to improve this metric Implement regular customer feedback surveys Provide training sessions for employees Use sentiments analysis tools Improve response times Offer personalised customer service 2. First Response Time Calculates the average time it takes for a customer service representative to respond to a customer inquiry
What good looks like for this metric: Less than 24 hours
Ideas to improve this metric Use automated responses Allocate resources efficiently Provide employees with comprehensive knowledge bases Implement better scheduling Use CRM tools to streamline processes 3. Average Handling Time (AHT) Measures the average time spent on a customer service interaction from start to finish
What good looks like for this metric: 6-8 minutes
Ideas to improve this metric Provide effective training for handling queries Use scripts for common issues Streamline processes Encourage team collaboration Regularly review and optimise procedures 4. Employee Satisfaction Assesses the level of satisfaction of customer service employees about their work environment and job roles
What good looks like for this metric: 70-80%
Ideas to improve this metric Conduct regular employee satisfaction surveys Offer recognition and rewards programmes Provide opportunities for career advancement Implement team-building activities Ensure a balanced workload 5. Issue Resolution Rate Measures the percentage of customer service requests that are resolved successfully on first contact
What good looks like for this metric: 70-75%
Ideas to improve this metric Improve training for problem-solving Provide comprehensive resources for employees Encourage proactive communication Analyse common issues for better solutions Adopt technology to aid in resolution
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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. First Response Time The average time taken to respond to a customer's initial request for support
What good looks like for this metric: Less than 60 minutes
Ideas to improve this metric Implement automated response systems Prioritise tickets based on urgency Train staff on efficient support processes Increase staffing during peak times Regularly review and adjust response protocols 2. Customer Satisfaction Score (CSAT) A metric that measures how satisfied customers are with support service provided
What good looks like for this metric: Above 80%
Ideas to improve this metric Conduct regular feedback surveys Provide comprehensive training for support staff Implement a robust Quality Assurance process Ensure clear communication with customers Continuously optimize support processes 3. Resolution Rate The percentage of customer issues that are resolved upon first contact
What good looks like for this metric: Above 70%
Ideas to improve this metric Implement a comprehensive knowledge base Allow agents access to customer history Offer advanced training sessions Utilise AI tools for troubleshooting Encourage proactive problem resolution 4. Average Resolution Time The average amount of time taken to resolve a customer's issue
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Ensure efficient ticket triaging Provide agents with advanced tools Identify and eliminate bottlenecks Streamline communication channels Regularly review unresolved cases 5. Net Promoter Score (NPS) A measure of customer loyalty and how likely they are to recommend the service
What good looks like for this metric: Above 50
Ideas to improve this metric Focus on enhancing customer experience Identify and support brand advocates Deliver consistent and reliable service Engage in active listening and feedback Implement loyalty programmes
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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. Revenue Growth Rate The increase in a company’s sales over a specific period, typically compared annually or quarterly
What good looks like for this metric: 10-25% annually is healthy
Ideas to improve this metric Increase marketing efforts Expand product line Enhance customer retention strategies Optimize pricing strategy Target new markets 2. Market Share The portion of a market controlled by a particular company or product
What good looks like for this metric: Varies by industry, generally 15% is strong
Ideas to improve this metric Benchmark against competitors Enhance brand presence Improve customer satisfaction Innovate product offerings Invest in advertising 3. Customer Acquisition Cost (CAC) The cost of acquiring a new customer, calculated by dividing total acquisition expenses by the number of new customers
What good looks like for this metric: Less than 1/3 of Lifetime Value (LTV)
Ideas to improve this metric Refine marketing strategies Enhance sales team performance Improve conversion rates Utilize cost-effective channels Focus on content marketing 4. Lifetime Value of a Customer (LTV) The total revenue expected from a customer account throughout its lifetime relationship with a company
What good looks like for this metric: Should be 3 times CAC
Ideas to improve this metric Enhance customer support Offer personalised services Increase customer engagement Implement loyalty programs Provide value-added services 5. Net Promoter Score (NPS) A measure of customer satisfaction and loyalty based on how likely customers are to recommend a company’s products or services to others
What good looks like for this metric: NPS of 30 or above is good
Ideas to improve this metric Solicit customer feedback Improve product quality Enhance customer service Address customer complaints Engage with detractors and promoters
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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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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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