What are Retention Team metrics?
Finding the right Retention Team 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.
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Examples of Retention Team 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 Routine Staff Training
1. Training Completion Rate
The percentage of staff who successfully complete the required training sessions within a given period.
What good looks like for this metric: 90% completion rate
Ideas to improve this metric- Offer flexible training schedules
- Use engaging training materials
- Provide incentives for completion
- Ensure management support
- Track progress regularly
2. Training Knowledge Retention Rate
The percentage of information retained by staff over a period after completing training, typically measured through follow-up assessments.
What good looks like for this metric: 70% retention after 3 months
Ideas to improve this metric- Incorporate interactive techniques
- Provide summary materials
- Use regular follow-up assessments
- Apply knowledge in real-world tasks
- Encourage peer discussions
3. Procedure Compliance Rate
The percentage of staff correctly following standard operating procedures post-training.
What good looks like for this metric: 85% compliance rate
Ideas to improve this metric- Reinforce training regularly
- Conduct audits and provide feedback
- Simplify procedures
- Establish accountability measures
- Offer additional coaching for underperformers
4. Employee Feedback Score
The average satisfaction score obtained from employees regarding the training program.
What good looks like for this metric: 4 out of 5 rating
Ideas to improve this metric- Collect regular feedback
- Act on suggestions for improvement
- Ensure content relevance
- Maintain interactive sessions
- Provide opportunity for questions
5. Training Cost Per Employee
The total costs involved in training divided by the number of employees trained.
What good looks like for this metric: $200 per employee
Ideas to improve this metric- Utilise cost-effective online platforms
- Schedule group training sessions
- Leverage internal trainers
- Streamline resource usage
- Negotiate with vendors for better pricing
Metrics for Balanced Growth and Success
1. Revenue Growth Rate
Measures the percentage increase in revenue over a specific period, indicating business expansion and success
What good looks like for this metric: 10-25% annually for small businesses
Ideas to improve this metric- Enhance marketing strategies
- Diversify income streams
- Optimize pricing models
- Improve customer retention
- Expand product or service offerings
2. Customer Acquisition Cost (CAC)
Represents the total expense incurred in acquiring a new customer, essential for evaluating marketing efficiency
What good looks like for this metric: $50-150 for small businesses
Ideas to improve this metric- Leverage referral programs
- Utilize social media marketing
- Optimize sales funnel
- Focus on targeted advertising
- Improve lead conversion rates
3. Customer Retention Rate
Indicates the percentage of customers who stay with a business over a given period, reflecting customer satisfaction and loyalty
What good looks like for this metric: 50-80% for service-based businesses
Ideas to improve this metric- Enhance customer support
- Implement loyalty programs
- Request regular feedback
- Personalize customer communication
- Increase service quality
4. Net Profit Margin
Calculates the percentage of revenue that remains as profit after all expenses are deducted, showing the efficiency of the management
What good looks like for this metric: 10-20% for small to medium enterprises
Ideas to improve this metric- Reduce operational costs
- Increase sales volume
- Evaluate supplier contracts
- Optimize inventory management
- Automate standard processes
5. Employee Satisfaction
Assesses how content staff members are, which can influence productivity and company culture
What good looks like for this metric: 70-80% satisfaction rate
Ideas to improve this metric- Conduct regular surveys
- Improve work-life balance
- Provide professional development
- Offer competitive benefits
- Encourage a collaborative environment
Metrics for Subscription business performance
1. Monthly Recurring Revenue (MRR)
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
Metrics for Performance Management
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
Metrics for Affiliate B2B Program Success
1. Conversion Rate
The percentage of referred visitors who take a desired action, such as making a purchase
What good looks like for this metric: 5-10%
Ideas to improve this metric- Improve landing page design
- Provide clear call-to-action
- Offer tailored promotions
- Optimise user experience
- Segment traffic for analysis
2. Average Order Value (AOV)
The average dollar amount spent each time a customer completes an order
What good looks like for this metric: $100-$200
Ideas to improve this metric- Upsell complementary products
- Introduce product bundles
- Offer discounts on larger purchases
- Highlight premium offerings
- Ensure easy checkout process
3. Customer Retention Rate
The percentage of repeat customers over a specific period
What good looks like for this metric: 20-40%
Ideas to improve this metric- Strengthen customer relationships
- Initiate loyalty programmes
- Provide exceptional customer service
- Ensure consistent communication
- Gather and act on feedback
4. Click-Through Rate (CTR)
The percentage of people who click on the affiliate link compared to those who view it
What good looks like for this metric: 1-2%
Ideas to improve this metric- Use compelling ad copy
- Design eye-catching creatives
- Test various link placements
- Target the right audience
- Optimise for mobile devices
5. Return on Investment (ROI)
A measure of the profitability of the affiliate program relative to its cost
What good looks like for this metric: 150-200%
Ideas to improve this metric- Reduce acquisition costs
- Enhance affiliate relationships
- Optimise budget allocation
- Track and analyse expenses
- Focus on high-performing affiliates
Metrics for Mobile App Engagement
1. Daily Active Users (DAU)
The number of unique users who engage with the app daily
What good looks like for this metric: 20% of total installs
Ideas to improve this metric- Send push notifications to re-engage users
- Introduce daily challenges or content
- Optimise user onboarding process
- Incorporate in-app social elements
- Provide real-time customer support
2. Session Length
The average time a user spends in an app per session
What good looks like for this metric: 4-6 minutes per session
Ideas to improve this metric- Improve app speed and performance
- Offer engaging and diverse content
- Personalise the user experience
- Integrate gamification elements
- Streamline user interface and navigation
3. Retention Rate
The percentage of users who continue to use the app over a given period
What good looks like for this metric: 30% after 30 days
Ideas to improve this metric- Send personalised re-engagement emails
- Regularly update app content and features
- Offer loyalty rewards or incentives
- Create tutorial and help sections
- Gather and act on user feedback
4. Churn Rate
The percentage of users who stop using the app over a given period
What good looks like for this metric: Under 5% monthly
Ideas to improve this metric- Analyse and address user pain points
- Offer in-app customer support
- Regularly update and improve the app
- Provide special promotions for returning users
- Monitor and enhance app performance
5. In-App Purchases (IAP) Revenue
Revenue generated from purchases made within the app
What good looks like for this metric: $1-2 per user per month
Ideas to improve this metric- Offer exclusive in-app content
- Create bundled in-app purchase offers
- Run limited-time in-app promotions
- Provide an easy and secure purchase process
- Track and analyse purchase behaviour
Metrics for Increase average rides per week
1. Average Rides Per Week
The average number of rides a user takes per week, measured monthly
What good looks like for this metric: 2-4 rides per week
Ideas to improve this metric- Promote regular scheduling of rides
- Provide incentives for more frequent rides
- Enhance ride experience to encourage repeat rides
- Introduce loyalty programs for frequent riders
- Offer discounts during off-peak hours
2. Rider Retention Rate
Percentage of riders who continue to use the service over 6 months
What good looks like for this metric: 45-60%
Ideas to improve this metric- Improve customer support services
- Develop a strong onboarding process
- Offer personalised ride suggestions
- Implement feedback loops for continuous improvement
- Conduct regular rider engagement activities
3. Usage Growth Rate
The percentage increase in total rides over 6 months
What good looks like for this metric: 30-50%
Ideas to improve this metric- Launch seasonal promotion campaigns
- Increase partnership with local events
- Enhance visibility through strategic marketing
- Develop a referral program for riders
- Invest in community outreach and collaborations
4. Customer Satisfaction Score
Average satisfaction rating provided by users after rides
What good looks like for this metric: 4.0-4.5 out of 5
Ideas to improve this metric- Ensure timely and reliable rides
- Focus on driver etiquette and professionalism
- Utilise user feedback for service adjustments
- Upgrade vehicle comfort and cleanliness
- Establish transparent pricing and billing
5. Ride Frequency Distribution
Distribution of ride frequencies among users over 6 months
What good looks like for this metric: 20% regular vs 80% occasional
Ideas to improve this metric- Create targeted marketing for occasional riders
- Analyse patterns for frequent and infrequent users
- Offer educational content to highlight service benefits
- Identify barriers and streamline ride-booking process
- Implement targeted loyalty rewards for consistency
Metrics for Information Retention Efficiency
1. Recall Rate
The percentage of information accurately remembered after a specified period
What good looks like for this metric: 70-90%
Ideas to improve this metric- Implement spaced repetition techniques
- Utilise mnemonic devices
- Regularly test yourself on the material
- Take notes in your own words
- Teach the information to someone else
2. Processing Speed
The amount of time required to process and understand new information
What good looks like for this metric: Varies by subject complexity
Ideas to improve this metric- Practise active reading techniques
- Summarise information in bullet points
- Prioritise focus on understanding over memorisation
- Break information into manageable chunks
- Reduce distractions during study sessions
3. Comprehension Accuracy
The percentage of correctly understood concepts out of total assessed
What good looks like for this metric: 85-95%
Ideas to improve this metric- Engage with interactive learning tools
- Clarify doubts immediately
- Participate in group discussions
- Search for additional resources on complex topics
- Self-reflect on misunderstandings
4. Long-term Retention
The ability to recall information over an extended period
What good looks like for this metric: 50-80% of initial recall after one month
Ideas to improve this metric- Apply information to real-life situations
- Revisit the material periodically
- Utilise storytelling techniques
- Maintain a regular review schedule
- Associate new information with prior knowledge
5. Mind Map Quality
The complexity and accuracy of mind maps as a tool for structuring and retaining information
What good looks like for this metric: Includes all key elements, clear structure
Ideas to improve this metric- Ensure clarity by limiting information on each branch
- Use colours and images for associations
- Regularly update mind maps to include new insights
- Integrate cross-links between related concepts
- Review mind maps routinely for completeness
Metrics for Enhancing Product Display Options
1. Conversion Rate
The percentage of visitors who make a purchase, calculated as the number of purchases divided by the total number of visitors.
What good looks like for this metric: 2% to 3%
Ideas to improve this metric- Optimise product descriptions and images
- Simplify the checkout process
- Highlight customer reviews and testimonials
- Offer personalised recommendations
- Implement A/B testing for page elements
2. Average Order Value
The average amount spent each time a customer places an order, calculated by dividing total revenue by the number of orders.
What good looks like for this metric: $50 to $100
Ideas to improve this metric- Upsell with related products and bundles
- Offer discounts for bulk purchases
- Implement a loyalty programme
- Provide limited-time offers or promotions
- Enhance product pages with quality content
3. Bounce Rate
The percentage of visitors who leave the site after viewing only one page, calculated by dividing single-page visits by total visits.
What good looks like for this metric: 26% to 40%
Ideas to improve this metric- Improve site loading speed
- Create strong calls-to-action
- Ensure mobile responsiveness
- Enhance overall website design
- Offer engaging and relevant content
4. Time on Page
The average amount of time users spend on a product page, indicating engagement levels.
What good looks like for this metric: 2 to 3 minutes
Ideas to improve this metric- Enhance product descriptions and features
- Use high-quality images and videos
- Utilise interactive elements
- Provide detailed FAQs and tutorials
- Optimise layout for readability
5. Customer Retention Rate
The percentage of repeat customers over a specific time period, indicating loyalty and satisfaction.
What good looks like for this metric: 20% to 30%
Ideas to improve this metric- Deliver exceptional customer service
- Introduce membership or rewards programmes
- Implement feedback mechanisms and surveys
- Communicate through targeted email marketing
- Continuously update and improve product offerings
Metrics for 360 Agency Development
1. Client Retention Rate
Measures the percentage of existing clients who continue to use your services over a specific period. Calculated by dividing the number of clients at the end of a period by the number of clients at the start, then multiplying by 100.
What good looks like for this metric: 70-80%
Ideas to improve this metric- Enhance client engagement through regular communication
- Offer personalized solutions tailored to each client's needs
- Implement a loyalty or rewards program
- Seek regular feedback and act on it immediately
- Provide consistent and high-quality service
2. Service Expansion Success Rate
Tracks the success rate of newly introduced services by calculating the percentage of services that meet initial adoption or use targets.
What good looks like for this metric: 60-70%
Ideas to improve this metric- Conduct thorough market research before launching new services
- Train staff effectively to support new services
- Market new services aggressively to existing and potential clients
- Collect and analyse feedback from clients on new services
- Set clear and realistic targets for service adoption
3. Revenue Growth Rate
Indicates the rate of revenue growth over a specific period, measuring the agency's ability to increase earnings.
What good looks like for this metric: 10-20% annually
Ideas to improve this metric- Identify and target new market segments
- Upsell or cross-sell services to existing clients
- Increase pricing strategically after enhancing service value
- Reduce costs through efficient operation practices
- Expand client base with effective marketing campaigns
4. Client Satisfaction Score
A measure of how satisfied clients are with your services, often gathered through surveys and reflected on a scale from 1 to 10.
What good looks like for this metric: 8/10
Ideas to improve this metric- Regularly solicit and review client feedback
- Address client issues promptly and effectively
- Ensure services are consistently performed to high standards
- Engage in active communication with clients
- Create a client-centric culture within the agency
5. Market Penetration Rate
The percentage of your target market that is using your agency's services, calculated by dividing current clients by the total target market, then multiplying by 100.
What good looks like for this metric: 15-25%
Ideas to improve this metric- Increase brand awareness through strategic marketing
- Develop competitive pricing strategies
- Enhance service quality to stand out in the market
- Offer innovative solutions that meet emerging market needs
- Leverage online and social media platforms to reach wider audiences
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 Employment engagement
1. Employee turnover rate
The percentage of employees who leave the company within a certain period. It's calculated by dividing the number of employees who left by the average number of employees, multiplied by 100.
What good looks like for this metric: 10-15% annually
Ideas to improve this metric- Improve onboarding processes
- Foster a positive company culture
- Offer competitive salaries and benefits
- Provide career development opportunities
- Conduct exit interviews to understand reasons for leaving
2. Employee net promoter score (eNPS)
Measures the likelihood of employees to recommend the company as a good place to work. It's calculated by asking employees to rate their likelihood on a scale from 0-10 and categorizing them as promoters, passives, or detractors.
What good looks like for this metric: 20-50
Ideas to improve this metric- Regularly collect and act on employee feedback
- Enhance internal communication
- Recognize and reward achievements
- Ensure workload balance
- Promote work-life balance
3. Employee satisfaction survey scores
Quantifies employees' overall satisfaction with the company. It's calculated through surveys asking employees to rate their satisfaction on various aspects, averaged into an overall score.
What good looks like for this metric: 70-80%
Ideas to improve this metric- Enhance job role clarity
- Provide consistent feedback
- Create a trustful environment
- Increase engagement in decision-making processes
- Offer flexible working hours
4. Absenteeism rate
The percentage of workdays lost to unplanned absences. It's calculated by dividing the total number of unplanned absence days by the total number of available working days, multiplied by 100.
What good looks like for this metric: 1.5-3%
Ideas to improve this metric- Promote a healthy work environment
- Implement wellness programmes
- Offer flexible leave policies
- Address work-related stress
- Provide mental health support
5. Training participation rate
The percentage of employees participating in professional development programmes. It's calculated by dividing the number of employees who participate in training by the total number of employees, multiplied by 100.
What good looks like for this metric: 60-80%
Ideas to improve this metric- Encourage continuous learning
- Provide online training options
- Make training relevant and beneficial
- Reward participation and completion
- Communicate the value of training programmes
Tracking your Retention Team 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's check-ins will save you hours and increase transparencyMore metrics recently published
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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:
- To learn: What are OKRs? The complete 2024 guide
- Blog posts: ODT Blog
- Success metrics: KPIs examples