What are Loyalty metrics? Finding the right Loyalty metrics can seem daunting, particularly when you're focused on your daily workload. For this reason, we've compiled a selection of examples to fuel your inspiration.
Transfer these examples to your app of choice, or opt for Tability to help keep you on track.
Find Loyalty 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 Loyalty metrics and KPIs 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. 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. Return on Investment (ROI) Measures the profitability of an investment relative to its cost, calculated as net profit divided by the cost of investment.
What good looks like for this metric: 10-15% annual ROI
Ideas to improve this metric Diversify investment portfolio Reduce operational costs Increase sales through marketing Optimise product pricing Enhance customer retention 2. Product Development Timeliness Tracks whether the development projects are completed within the projected timelines.
What good looks like for this metric: 80-90% projects on time
Ideas to improve this metric Implement project management software Set clear deadlines Enhance cross-department communication Allocate resources effectively Conduct regular progress reviews 3. Market Share Growth Indicates the increase or decrease in the company's product market share within the industry.
What good looks like for this metric: 1-2% annual growth
Ideas to improve this metric Explore new market segments Enhance marketing strategies Improve product quality Strengthen brand loyalty Collaborate with strategic partners 4. Customer Acquisition Cost (CAC) The cost associated with acquiring a new customer, calculated by dividing total acquisition expenses by the number of new customers.
What good looks like for this metric: $300-$500 per customer
Ideas to improve this metric Optimise marketing spend Utilise lower-cost marketing channels Improve conversion rates Leverage customer referrals Enhance customer targeting 5. 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: 50-70 NPS score
Ideas to improve this metric Improve customer service Gather customer feedback Enhance product features Provide customer incentives Develop customer engagement strategies
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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: 50 or above is considered excellent
Ideas to improve this metric Improve customer service Enhance product quality Request feedback and act on it Offer referral incentives Build a strong customer community 2. Customer Referrals Tracks the number of new customers acquired through referrals from existing customers
What good looks like for this metric: 10% of new customers is considered good
Ideas to improve this metric Introduce a referral program Simplify the referral process Provide incentives for referrals Highlight referral successes Ask for referrals at peak satisfaction points 3. Social Media Mentions Counts the number of times your brand is mentioned on social media platforms
What good looks like for this metric: Varies widely by industry and brand size
Ideas to improve this metric Engage with users on social media Create shareable content Encourage user-generated content Monitor social media trends Collaborate with influencers 4. Customer Lifetime Value (CLV) Estimates the total revenue a business can expect from a single customer account
What good looks like for this metric: Varies widely by industry
Ideas to improve this metric Enhance customer experience Upsell and cross-sell products Improve customer loyalty programs Offer exceptional after-sales service Personalise marketing efforts 5. Review and Rating Volume Tracks the number and quality of reviews and ratings your products or services receive
What good looks like for this metric: 4 stars or higher is considered good
Ideas to improve this metric Encourage customers to leave reviews Respond to all reviews Address negative feedback promptly Showcase positive reviews Simplify the review process
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1. Instagram Engagement Measures the level of interaction (likes, comments, shares) relative to the total follower base
What good looks like for this metric: Between 1% and 3% engagement rate
Ideas to improve this metric Post consistently and at optimal times Utilise engaging and relevant hashtags Encourage user-generated content Collaborate with influencers Run interactive polls and Q&As 2. Website Traffic Tracks the number of visits to a website over a specified period
What good looks like for this metric: 1000 pageviews per day for small to medium sites
Ideas to improve this metric Optimise website for search engines (SEO) Promote website across social media platforms Invest in pay-per-click advertising Create engaging and relevant content Ensure website is mobile-friendly 3. Customer Retention Measures the percentage of customers who continue to buy over a certain period
What good looks like for this metric: Above 75% retention rate
Ideas to improve this metric Implement a customer feedback system Enhance customer service response times Develop a customer loyalty program Personalise customer communication Ensure product quality and reliability
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1. Customer Satisfaction Score (CSAT) Measures the level of satisfaction customers have with a product or service, often collected via surveys at the end of a transaction or service interaction. Calculated as (Number of Satisfied Customers / Total Number of Responses) * 100.
What good looks like for this metric: 75-85%
Ideas to improve this metric Gather regular customer feedback Resolve customer complaints promptly Enhance product features based on feedback Train customer support teams Improve user experience design 2. Net Promoter Score (NPS) Assesses customer loyalty by asking how likely customers are to recommend the product to others. Calculated as percentage of promoters minus percentage of detractors.
What good looks like for this metric: 30-50
Ideas to improve this metric Engage with promoters for referrals Address issues raised by detractors Implement a customer loyalty program Improve overall product quality Personalise customer interactions 3. Monthly Recurring Revenue (MRR) The total predictable revenue that a business expects to make every month. Calculated by summing up the recurring revenue from all customers in a month.
What good looks like for this metric: Varies widely by industry
Ideas to improve this metric Upsell existing customers Introduce tiered pricing models Reduce customer churn Expand market reach Improve the onboarding process 4. Customer Acquisition Cost (CAC) The cost associated with acquiring a new customer, calculated by dividing the total marketing and sales expenses by the number of new customers acquired.
What good looks like for this metric: $10-$200
Ideas to improve this metric Optimise marketing spend Increase organic growth channels Improve lead conversion rates Enhance targeting strategies Strengthen brand awareness 5. Customer Lifetime Value (CLTV) The total revenue a business expects from a customer over their lifetime. Calculated by multiplying the average purchase value, purchase frequency, and customer lifespan.
What good looks like for this metric: 3-5x CAC
Ideas to improve this metric Enhance customer retention efforts Increase average order value Encourage repeat purchases Improve product quality and features Develop customer loyalty programs
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Tracking your Loyalty 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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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:
Tability's check-ins will save you hours and increase transparency
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