Get Tability: OKRs that don't suck | Learn more →

3 examples of Interaction metrics and KPIs

What are Interaction metrics?

Finding the right Interaction metrics can be daunting, especially when you're busy working on your day-to-day tasks. This is why we've curated a list of examples for your inspiration.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

Find Interaction 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 Interaction metrics and KPIs

Metrics for Customer Service Platform Impact

  • 1. Customer Satisfaction Score (CSAT)

    Measures the percentage of customers who are satisfied with their service experience on the platform by collecting feedback after interactions

    What good looks like for this metric: 80-85%

    Ideas to improve this metric
    • Train customer service agents regularly
    • Implement a robust feedback collection process
    • Utilise automation for frequent issues
    • Monitor and review agent performance
    • Enhance knowledge database for agents
  • 2. Net Promoter Score (NPS)

    Assesses customer loyalty through how likely they are to recommend the service to others on a scale of 0-10

    What good looks like for this metric: 30-50

    Ideas to improve this metric
    • Focus on customer journey mapping
    • Address pain points identified in feedback
    • Provide timely and personalised responses
    • Recognise and reward loyal customers
    • Conduct regular product and service enhancements
  • 3. First Contact Resolution (FCR)

    Percentage of customer issues resolved at the first interaction, indicating efficiency and effectiveness

    What good looks like for this metric: 70-75%

    Ideas to improve this metric
    • Ensure agents have access to comprehensive information
    • Provide decision-making authority to agents
    • Implement initial troubleshooting steps in self-service
    • Analyse repeat contact reasons and address them
    • Utilise real-time collaboration tools for support
  • 4. Customer Retention Rate

    Percentage of existing customers retained over a period, reflecting long-term platform satisfaction and loyalty

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

    Ideas to improve this metric
    • Develop loyalty programmes and incentives
    • Regularly engage with customers via newsletters
    • Offer personalised experiences and service
    • Address customer feedback promptly
    • Ensure competitive pricing and value delivery
  • 5. Average Response Time

    Average time taken for initial response by the customer service team, indicating responsiveness and efficiency

    What good looks like for this metric: 10-12 minutes on chat; 24 hours on email

    Ideas to improve this metric
    • Implement automated response systems
    • Optimise and streamline workflow processes
    • Schedule efficient shift rotations
    • Set clear response time targets for teams
    • Employ predictive analytics for demand forecasting

Metrics for Brand Campaign Tracking

  • 1. Brand Awareness

    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

    Ideas to improve this metric
    • Refine target audience based on data
    • Optimise ad creative and placement
    • Regularly analyse and adjust ad strategies
    • Utilise retargeting techniques
    • Increase ad budget incrementally

Metrics for Improve social media performance

  • 1. Engagement Rate

    The ratio of interactions (likes, comments, shares) to total views or followers, usually expressed as a percentage

    What good looks like for this metric: 1% to 5%

    Ideas to improve this metric
    • Create engaging content
    • Ask questions in posts
    • Use interactive features like polls
    • Respond to comments promptly
    • Collaborate with influencers
  • 2. Reach

    The number of unique users who have seen your content

    What good looks like for this metric: Depends on total followers

    Ideas to improve this metric
    • Post at optimal times
    • Utilise hashtags effectively
    • Promote posts
    • Share content across platforms
    • Utilise user-generated content
  • 3. Likes

    The total number of likes on a post, indicating initial interest

    What good looks like for this metric: Varies by platform and followers

    Ideas to improve this metric
    • Create visually appealing content
    • Use compelling captions
    • Encourage followers to like
    • Engage regularly with followers
    • Utilise relevant hashtags
  • 4. Comments

    The number of comments a post receives, indicating deep engagement

    What good looks like for this metric: Higher than 0.1% of views

    Ideas to improve this metric
    • Ask open-ended questions
    • Host Q&A sessions
    • Respond to comments quickly
    • Encourage feedback
    • Organise contests
  • 5. Follower Growth Rate

    The rate at which new followers are gained, usually calculated monthly or weekly

    What good looks like for this metric: 1% to 3% per month

    Ideas to improve this metric
    • Highlight your page to new audiences
    • Consistently post quality content
    • Engage with similar accounts
    • Host giveaways
    • Use Instagram stories

Tracking your Interaction metrics

Having a plan is one thing, sticking to it is another.

Setting good strategies is only the first challenge. The hard part is to avoid distractions and make sure that you commit to the plan. A simple weekly ritual will greatly increase the chances of success.

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

More metrics recently published

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:

Table of contents