10 examples of Customer Support Team metrics and KPIs
What are Customer Support Team metrics?
Crafting the perfect Customer Support Team 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 Support Team 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 Support Team metrics and KPIs
Measures the level of consumer recognition of a brand, typically through surveys and social listening
What good looks like for this metric: Pre and post-campaign survey results
Ideas to improve this metric
Increase social media presence
Collaborate with influencers
Use targeted online ads
Develop engaging content marketing
Execute a memorable PR stunt
2. Engagement Rate
Measures the level of interaction consumers have with brand content, calculated by the total engagement (likes, comments, shares) divided by the total views or reach
What good looks like for this metric: 2% to 3% engagement rate
Ideas to improve this metric
Create relatable and high-quality content
Post consistently at optimal times
Include a clear call-to-action
Utilise interactive content like polls
Respond to comments and messages promptly
3. Conversion Rate
The percentage of users completing a desired action, such as purchasing or signing up, calculated by the number of conversions divided by the total visitors
What good looks like for this metric: 2% to 5% conversion rate
Ideas to improve this metric
Simplify and speed up the checkout process
Enhance landing page design
Provide limited-time offers or discounts
A/B test call-to-action buttons
Ensure website is mobile-friendly
4. Customer Sentiment
Analysis of consumer attitudes towards a brand, often assessed through sentiment analysis tools on social media and review sites
What good looks like for this metric: 70% positive sentiment
Ideas to improve this metric
Monitor and address negative feedback swiftly
Encourage positive reviews from satisfied customers
Regularly conduct sentiment analysis
Engage in proactive customer service
Feature user-generated content
5. Return on Ad Spend (ROAS)
Calculates revenue generated for every dollar spent on advertising, by dividing total revenue by total ad spend
What good looks like for this metric: 3x to 5x ROAS
The total revenue generated from all active subscriptions in a month. Calculated as the sum of all subscription values per month.
What good looks like for this metric: $10,000 - $500,000 depending on industry
Ideas to improve this metric
Increase the price of your subscription plans
Upsell existing customers to higher-tier plans
Acquire new subscribers through marketing campaigns
Improve product offerings to reduce churn
Implement annual or semi-annual billing cycles
2. Customer Lifetime Value (CLTV)
The total revenue a business can reasonably expect from a single customer account throughout their relationship. Calculated as average revenue per account multiplied by average customer lifespan.
What good looks like for this metric: $100 - $1,500 depending on industry
Ideas to improve this metric
Enhance customer support to increase retention
Develop loyalty programs
Segment customers for personalized marketing
Offer cross-sell and upsell opportunities
Collect and act on customer feedback
3. Customer Churn Rate
The percentage of customers who cancel their subscriptions over a given period. Calculated as the number of customers who left divided by the total number of customers at the start of the period.
What good looks like for this metric: 2-8% per month
Ideas to improve this metric
Improve customer onboarding experience
Regularly engage with customers through communication channels
Offer limited-time promotions to retain wavering customers
Analyse reasons for cancellation and address common issues
Introduce long-term subscription discounts
4. Average Revenue Per User (ARPU)
The average amount of money earned from each active user or subscriber. Calculated by dividing total revenue by the number of active users.
What good looks like for this metric: $10 - $200 per month
Ideas to improve this metric
Encourage customers to upgrade their plans
Introduce add-ons and premium features
Bundle products and services
Improve user experience to enhance perceived value
Use targeted pricing strategies
5. Subscriber Growth Rate
The rate at which new subscribers are acquired over a given period. Calculated as the percentage increase in subscribers from one period to the next.
What good looks like for this metric: 5-10% per month for growing businesses
Ideas to improve this metric
Invest in digital marketing campaigns
Offer referral incentives
Enhance presence on social media platforms
Partner with influencers or other businesses
Continuously optimize your website for conversions
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's check-ins will save you hours and increase transparency
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