Customer Success Glossary

Key performance Indicator. Key performance indicators are the metrics you collect at various stages throughout your customer journey to help you identify performance against the goals you have set.

Important KPIs to Track

There are five crucial customer satisfaction KPIs you should track to help decrease churn and increase retention, which ultimately increases your revenue and profits while driving improved loyalty and advocacy for your brand. These KPIs include:

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Customer Effort Score (CES)
• First Response Rate (FRR)
• Customer Retention Rate (CRR)

Learn More 

• 5 Crucial Customer Satisfaction KPI Scores to Track
• The Most Important Customer Success KPIs You Should Be Tracking
• The Top 5 Product Usage Metrics for Customer Success Teams
• Top Customer Success Metrics, Outcomes & Best Practices

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