Customer Success Metrics
31 metrics in Customer Success
Net Promoter Score (NPS)Measures customer loyalty and likelihood to recommend
Customer SuccessProductScore / IndexQuarterly
Churn RatePercentage of customers lost over a given time period
Customer SuccessProductPercentageMonthly
Customer Lifetime Value (LTV)Total revenue expected from a customer over their entire relationship
FinanceMarketingCustomer SuccessCurrencyQuarterly
Revenue Churn RatePercentage of recurring revenue lost from cancellations in a period
SalesFinanceCustomer SuccessPercentageMonthly
Expansion RevenueNew revenue from upsells and cross-sells to existing customers
SalesFinanceCustomer SuccessCurrencyMonthly
Gross Dollar Retention (GDR)Percentage of recurring revenue retained from existing customers
FinanceCustomer SuccessSalesPercentageMonthly
Patient Satisfaction Score (PSS)Patient survey-based satisfaction metric measuring care quality and experience
Customer SuccessOperationsScore / IndexQuarterly
Student Completion Rate (SCR)Percentage of students completing a program or course successfully
OperationsCustomer SuccessPercentageAnnually
Guest Satisfaction Score (GSS)Average satisfaction rating from post-stay guest surveys
Customer SuccessOperationsScore / IndexMonthly
Hospital-Acquired Infection Rate (HAI)Percentage of hospital patients acquiring infections during their stay
OperationsCustomer SuccessRateMonthly
Risk-Adjusted Mortality Rate (RAMR)Hospital mortality rate adjusted for patient risk factors and case mix
OperationsCustomer SuccessPercentageQuarterly
Discharge Against Medical Advice Rate (AMA)Percentage of patient discharges occurring against physician recommendation
Customer SuccessOperationsPercentageMonthly
Emergency Department Wait Time (EDWT)Average time from ED arrival to initial physician evaluation
OperationsCustomer SuccessDurationDaily
Donor Retention Rate (DRR)Percentage of donors giving again in consecutive years
FinanceCustomer SuccessPercentageAnnual
Volunteer Hours Contributed (VHC)Total hours donated by volunteers in service of mission
OperationsCustomer SuccessCountMonthly
Student Retention Rate (SRR)Percentage of students continuing from one period to the next
Customer SuccessOperationsPercentageAnnual
Customer Health Score (CHS)Composite indicator of customer relationship strength and risk
Customer SuccessScore / IndexWeekly
Time to Value (TTV)Days from onboarding to customer realizing initial product benefit
Customer SuccessProductDurationMonthly
Repeat Guest Rate (RGR)Percentage of guests making return visit within set timeframe
Customer SuccessOperationsPercentageMonthly
Net Promoter Score (NPS)Customer likelihood to recommend company on scale of 0-100
MarketingCustomer SuccessProductScore / IndexMonthly
Customer Lifetime Value Distribution (CLVD)Range and distribution of CLV across customer segments
SalesCustomer SuccessFinanceRatioQuarterly
Contract Renewal Rate (CRR)Percentage of expiring contracts that are renewed by customers
Customer SuccessSalesPercentageMonthly
First Contact Resolution Rate (FCR)Percentage of support tickets resolved on first customer contact
Customer SuccessOperationsPercentageMonthly
Customer Satisfaction Score (CSAT)Average satisfaction rating from customer surveys (0-100 scale)
Customer SuccessProductScore / IndexMonthly
Feature Adoption Rate (FAR)Percentage of users actively using new features within 90 days of release
ProductCustomer SuccessPercentageMonthly
Customer Lifetime Value to Acquisition Cost Ratio (LTV:CAC)Ratio of total customer lifetime value to customer acquisition cost
SalesMarketingCustomer SuccessRatioQuarterly
Customer Health Score (CHS)Predictive score (0-100) indicating likelihood of customer retention, expansion, or churn
Customer SuccessSalesScore / IndexWeekly
Customer Effort Score (CES)Average ease rating (0-10 scale) of customer interactions with company
Customer SuccessProductOperationsScore / IndexMonthly
Product Usage Depth & Feature Adoption (PUDS)Composite score of unique features used, frequency of engagement, and depth of platform utilization
ProductCustomer SuccessScore / IndexWeekly
Customer Referral & Word-of-Mouth Rate (RR)Percentage of new customers acquired through customer referrals and recommendations
SalesCustomer SuccessMarketingPercentageMonthly
Perfect Order Rate (POR)Percentage of orders delivered complete, on-time, in perfect condition, with accurate invoice
OperationsSupply ChainCustomer SuccessPercentageWeekly
Related Guides
View all →Metric Comparisons
NPS vs. CSAT vs. CES: Choosing the Right Customer Metric
Understand the differences between Net Promoter Score, Customer Satisfaction, and Customer Effort Score, and when to measure each one.
Dashboard & ReportingBuilding a Customer Health Score Dashboard
Design a customer health score that predicts churn and identifies at-risk accounts. Use it to save customers before they leave.
Metric ComparisonsChurn Rate vs. Retention Rate: Two Sides of the Same Coin?
Understand how churn and retention measure customer loss, why both matter, and how to use each metric to improve your business.
Metric FundamentalsWhat Is Net Promoter Score (NPS)? Measurement and Meaning
Master Net Promoter Score (NPS), how to calculate and interpret it, and how to use it to drive customer loyalty and growth.