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SaaS metrics and KPIs

What are SaaS metrics?

Identifying the optimal SaaS metrics can be challenging, especially when everyday tasks consume your time. To help you, we've assembled a list of examples to ignite your creativity.

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

Find SaaS 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 SaaS metrics and KPIs

Metrics for Improving Business Operations

  • 1. Customer Retention Rate

    Measures the percentage of customers who continue to use a product over a given period.

    What good looks like for this metric: 85%

    Ideas to improve this metric
    • Enhance customer support
    • Create loyalty programs
    • Implement regular feedback sessions
    • Offer personalised experiences
    • Improve product features regularly

  • 2. Net Promoter Score (NPS)

    Evaluates customer satisfaction and likelihood to recommend your service to others.

    What good looks like for this metric: 70

    Ideas to improve this metric
    • Collect customer feedback regularly
    • Identify and address detractor concerns
    • Reward promoter behaviour
    • Analyse feedback for continuous improvement
    • Train staff in customer service excellence

  • 3. Churn Rate

    Represents the percentage of customers that stop using your service over a specific time period.

    What good looks like for this metric: 3-5%

    Ideas to improve this metric
    • Analyse reasons for customer exit
    • Improve onboarding experience
    • Provide usage tutorials
    • Monitor and address complaints swiftly
    • Adjust pricing for flexibility

  • 4. Monthly Recurring Revenue (MRR)

    Calculates the total predictable revenue from all active subscriptions on a monthly basis.

    What good looks like for this metric: $10,000

    Ideas to improve this metric
    • Upsell existing customers
    • Offer tiered pricing
    • Develop partnerships for bundle offers
    • Enhance product features
    • Target new customer segments

  • 5. Customer Satisfaction Score (CSAT)

    Measures how satisfied customers are with a particular aspect of your business or service.

    What good looks like for this metric: 80%

    Ideas to improve this metric
    • Simplify user interfaces
    • Increase response time on queries
    • Ensure product reliability
    • Empower staff to resolve issues
    • Utilise customer feedback for improvements
customer-retentioncustomer-satisfactioncustomer-service-representativebusiness-analystcustomer-supportsales-and-marketing
Implement these metrics

Tracking your SaaS metrics

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

Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process.

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:

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