What are Satisfaction metrics? Identifying the optimal Satisfaction 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.
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Examples of Satisfaction 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. 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
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1. Conversion Rate The percentage of visitors to your website who successfully open a bank account online.
What good looks like for this metric: 5-15%
Ideas to improve this metric Simplify the online account opening process Improve website speed Enhance clarity of instructions Offer live chat support Test and refine user interface 2. Application Completion Rate The percentage of users who start the application process and successfully complete it.
What good looks like for this metric: Above 80%
Ideas to improve this metric Make forms shorter and simpler Provide clear progress indicators Reduce mandatory fields initially Allow saving applications for later completion Offer guidance and help during the process 3. Time to Open Account The average time it takes for a customer to complete the online account opening process.
What good looks like for this metric: Less than 10 minutes
Ideas to improve this metric Streamline verification processes Automate document uploads Use pre-filled forms where possible Minimize user input requirements Provide instant confirmation upon completion 4. Abandonment Rate The percentage of users who start but do not complete the online account opening process.
What good looks like for this metric: Less than 20%
Ideas to improve this metric Analyze drop-off points in the process Simplify the user journey Send reminders for incomplete applications Offer incentives to complete applications Enhance user experience with feedback opportunities 5. Customer Satisfaction Score A measure of how satisfied customers are with the online account opening process, typically obtained through surveys.
What good looks like for this metric: Above 80%
Ideas to improve this metric Conduct regular customer surveys Act on feedback to improve processes Ensure help resources are easily accessible Provide tutorials or guides Monitor customer service response times
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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
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1. Time to hire The average number of days taken to fill a job vacancy from when the job opening is posted to when the candidate accepts the offer
What good looks like for this metric: 30-45 days
Ideas to improve this metric Streamline the interview process Use recruiting software to track applications Build a talent pipeline before positions open Improve job descriptions to attract qualified candidates Train hiring managers on effective interview techniques 2. Quality of hire Measures the value a new hire adds to the company, often assessed by their performance ratings, retention rates, and manager satisfaction
What good looks like for this metric: 80-90% satisfaction rate
Ideas to improve this metric Align hiring criteria with job performance Implement structured onboarding programs Collect feedback from multiple stakeholders Conduct regular performance reviews Provide continuous training and support 3. Offer acceptance rate The percentage of job offers that are accepted by candidates out of the total number of offers extended
What good looks like for this metric: 80-90%
Ideas to improve this metric Ensure competitive compensation packages Improve candidate experience during the interview process Communicate company culture clearly Address candidate concerns promptly Personalise offer communications 4. Cost per hire The total amount of money spent to hire a new employee, including advertising, recruitment agency fees, referral bonuses, and internal hiring costs
What good looks like for this metric: $3,000 - $5,000 per hire
Ideas to improve this metric Use cost-effective recruiting channels Encourage employee referrals Leverage social media for recruiting Automate repetitive hiring tasks Negotiate with recruitment agencies for better rates 5. Employee retention rate The percentage of new hires who remain with the company for a certain period, typically one year
What good looks like for this metric: 85-90%
Ideas to improve this metric Implement robust onboarding programmes Foster a positive work environment Offer competitive benefits and salaries Provide opportunities for career growth Conduct exit interviews to identify reasons for turnover
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1. Time to fill Average number of days taken to fill a job vacancy from when it was posted until an offer is accepted
What good looks like for this metric: 30-50 days
Ideas to improve this metric Streamline the interview process Utilise automated applicant tracking systems Refine job descriptions Leverage recruitment agencies Enhance employer branding 2. Offer acceptance rate Percentage of job offers accepted by candidates out of the total offers made
What good looks like for this metric: 85-95%
Ideas to improve this metric Ensure competitive compensation packages Improve the candidate experience Communicate career growth opportunities Engage with potential hires pre-offer Conduct market research on industry standards 3. Employee retention rate Percentage of employees who remain with the company over a specified period
What good looks like for this metric: 85-90% annually
Ideas to improve this metric Enhance onboarding processes Implement employee engagement initiatives Offer continuous training and development Foster a positive work culture Provide clear career advancement paths 4. Diversity ratio The ratio of employees from diverse backgrounds compared to the total workforce
What good looks like for this metric: Varies by industry and location
Ideas to improve this metric Create inclusive hiring practices Support employee resource groups Offer unconscious bias training Monitor and report on diversity metrics regularly Engage with diverse recruitment sources 5. Employee engagement score Measurement of how engaged and satisfied employees are with their work environment
What good looks like for this metric: 65-85%
Ideas to improve this metric Conduct regular employee surveys Act on feedback received from employees Implement work-life balance initiatives Encourage open communication Recognise and reward employee contributions
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1. Revenue Growth Rate The percentage increase in a company’s sales from one period to the next
What good looks like for this metric: 10-25% annually
Ideas to improve this metric Enhance sales strategies Expand market reach Invest in marketing Improve product offerings Strengthen customer relationships 2. Net Profit Margin Net earnings as a percentage of revenue, indicating overall profitability
What good looks like for this metric: 7-10%
Ideas to improve this metric Reduce operational costs Increase pricing Streamline supply chain Enhance productivity Focus on high-margin products 3. Employee Satisfaction Score Average rating of employees' overall satisfaction, measured through surveys
What good looks like for this metric: 70-80%
Ideas to improve this metric Improve work-life balance Offer career development opportunities Enhance workplace environment Provide competitive benefits Encourage open communication 4. Customer Retention Rate The percentage of existing customers who remain loyal over a specific period
What good looks like for this metric: 85-90%
Ideas to improve this metric Implement loyalty programs Improve customer service Regularly engage with customers Solicit and act on feedback Ensure product quality 5. Return on Investment (ROI) Ratio of net profit to total investment, measuring the efficiency of an investment
What good looks like for this metric: 15-20%
Ideas to improve this metric Analyse and optimize investments Focus on high ROI projects Cut non-profitable ventures Increase efficiency in operations Leverage technology
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1. Team Velocity Measures the amount of work a team completes during a sprint, calculated by the total story points completed
What good looks like for this metric: 20-40 story points per sprint
Ideas to improve this metric Streamline workflows Refine sprint planning Enhance team collaboration Invest in skill development Use consistent estimation techniques 2. Sprint Burndown Tracks the completion of work throughout the sprint, showing remaining tasks vs. time
What good looks like for this metric: Consistent downward trend with minimal or no backlog at sprint end
Ideas to improve this metric Daily stand-ups to identify blockers Encourage realistic task estimates Prioritise critical tasks early Use burn-down charts for visibility Improve task segmentation 3. Cycle Time The total time it takes from starting a work item to its completion
What good looks like for this metric: 1-2 days for small tasks, up to 1-2 weeks for larger tasks
Ideas to improve this metric Minimize work-in-progress limits Enhance automated testing Implement continuous integration Use Kanban to visualise workflow Regularly review cycle times 4. Lead Time The total time from when a customer request is made to when it is fulfilled
What good looks like for this metric: Varies based on complexity, aim for a reduction over time
Ideas to improve this metric Prioritise tasks based on customer value Optimise backlog grooming Reduce bottlenecks Increase cross-functional team collaboration Regularly analyse and adjust processes 5. Customer Satisfaction (NPS) Measures customer satisfaction and loyalty through surveys or Net Promoter Score (NPS)
What good looks like for this metric: NPS score of 50-70
Ideas to improve this metric Increase customer feedback channels Actively respond to customer issues Continually improve product features Regularly review customer feedback Train team on customer service excellence
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1. Customer Satisfaction (CSAT) Measures customer satisfaction based on their experience with the product, typically through surveys
What good looks like for this metric: 75%-85%
Ideas to improve this metric Improve customer support Enhance product features Implement user feedback promptly Conduct regular user experience reviews Offer personalised customer interactions 2. 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: 30-50
Ideas to improve this metric Implement user-friendly design Enhance product reliability Offer proactive customer support Regularly update and improve the product Conduct customer satisfaction surveys 3. Monthly Active Users (MAU) Tracks the number of unique users engaging with the product within a month
What good looks like for this metric: Varies by industry
Ideas to improve this metric Increase marketing efforts Enhance user engagement features Regularly update content Simplify onboarding process Offer promotions or incentives 4. Customer Retention Rate Measures the percentage of customers who continue using the product over a specific period
What good looks like for this metric: 80%-90%
Ideas to improve this metric Improve customer service Enhance product quality Analyse and address churn reasons Regularly engage with customers Offer loyalty programmes 5. Average Revenue Per User (ARPU) Calculates the average income generated per user, typically on a monthly or annual basis
What good looks like for this metric: Varies by industry
Ideas to improve this metric Upsell premium features Introduce new pricing models Increase user engagement Expand user base Conduct pricing analysis
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1. Operational Cost Ratio The ratio of operational costs to total revenue, used to determine the cost-effectiveness of operations
What good looks like for this metric: 25-35%
Ideas to improve this metric Automate manual processes Negotiate better supplier contracts Implement lean management techniques Regularly review and adjust budgets Reduce waste and inefficiencies 2. Average Order Fulfilment Time The average time taken from receiving an order to its delivery, indicating the efficiency of the fulfilment process
What good looks like for this metric: 24-48 hours
Ideas to improve this metric Streamline warehouse processes Enhance inventory management Use reliable shipping partners Adopt real-time tracking systems Train staff for faster processing 3. First Pass Yield The percentage of products manufactured correctly without any need for rework, showing the efficiency of the production process
What good looks like for this metric: 95-99%
Ideas to improve this metric Implement quality control measures Use advanced manufacturing techniques Provide ongoing employee training Conduct regular equipment maintenance Analyse and address defect trends 4. Inventory Turnover Ratio The ratio of cost of goods sold to average inventory, indicating how efficiently inventory is managed
What good looks like for this metric: 6-12 times per year
Ideas to improve this metric Optimise inventory levels Improve demand forecasting Enhance supplier relationships Implement just-in-time inventory systems Increase marketing and sales efforts 5. Customer Satisfaction Score (CSAT) A measure of customer satisfaction with the operational aspects of the company, usually gathered through surveys
What good looks like for this metric: 80-90%
Ideas to improve this metric Improve customer service training Collect and act on customer feedback Enhance product quality Ensure timely delivery Streamline return processes
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1. Course Completion Rate The percentage of enrolled students who complete the course out of the total enrolled students
What good looks like for this metric: 40-60%
Ideas to improve this metric Enhance course content quality Offer personalised support Use engaging multimedia Provide clear learning objectives Implement regular assessments 2. Student Satisfaction Rate The percentage of students who rate the course positively, usually gathered through post-course surveys
What good looks like for this metric: 70-90%
Ideas to improve this metric Collect and act on feedback Improve the usability of the learning platform Update course materials regularly Include interactive elements Offer additional resources and support 3. Enrolment Numbers The total number of students who enrol in the course
What good looks like for this metric: Varies by course popularity
Ideas to improve this metric Enhance marketing efforts Offer early-bird discounts Utilise social media promotions Partner with influencers Host free webinars or previews 4. Drop-off Rate The percentage of students who start but do not complete the course
What good looks like for this metric: 20-50%
Ideas to improve this metric Identify and address common drop-off points Offer motivational incentives Provide progress tracking tools Maintain consistent communication Create a supportive community 5. Average Time to Completion The average amount of time it takes for students to complete the course from enrolment to completion
What good looks like for this metric: 6-12 weeks
Ideas to improve this metric Simplify complex topics Break down modules into manageable segments Offer flexible deadlines Provide clear time management tips Monitor and optimise course pacing
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Tracking your Satisfaction 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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