Quarterly
Net Promoter Score
How likely customers are to recommend you, scored as the share of promoters (9–10) minus the share of detractors (0–6).
Score
Customer success and CX
Customer experience and customer success KPIs: NPS, CSAT, CES, health score, gross and net retention, adoption and time to value.
Starter dashboardThe 4 KPIs most teams in Customer success and CX track, each in its best chart
Monthly
Customer Effort Score
How easy customers found it to get what they needed, usually agreement on a 1–7 scale.
Percent
Weekly
Customer Health Score
A combined score per account from usage, support, payments and sentiment, used to predict renewal or churn.
Score
Quarterly
Renewal Rate
The share of contracts up for renewal in a period that renewed.
Percent
Monthly
Time to Value
How long a new customer takes to reach the first meaningful result from the product.
Days
Monthly
Onboarding Completion Rate
The share of new customers who complete onboarding within the planned time.
Percent
Weekly
Product Adoption Rate
The share of purchased seats or licences that are actively used.
Percent
Quarterly
Business Review Coverage
The share of key accounts that had a business review with the customer in the quarter.
Percent
Quarterly
Average Customer Lifetime
How long customers stay on average before leaving.
Days
Monthly
Complaint Rate
Formal complaints for every thousand customers or orders.
Number
Monthly
Average Review Rating
The average star rating customers give in public reviews.
Score
Quarterly
Account Expansion Rate
The share of existing accounts that grew their spend in the period.
Percent