Startup Customer Success Metrics

Startup Customer Success Metrics

January 10, 2022 by investor

Startup Customer Success Metrics

Once you have customers, the next step is to measure their success with your product.

Here are some key metrics to use:

Net Promoter Score – also referred to as NPS, this metric measures how loyal the customers are to the company.

The metric asks the customer to rate the company on a scale from 1 to 10 about their experience with the product.

A score of 1 to 6 is considered a net detractors score.

7 and 8 are considered passive, while 9 and 10 are considered promoters. 

The resulting metric from all customers surveyed ranges from -100 to 100.

A score from 0 to 49 is considered good.

50 to 70 is excellent, and 70+ is top tier.

Other metrics to include are customer churn which is the percentage of customers you lose over a period of time.

Revenue churn is the percentage of customer revenue you lose.

Customer retention rate is the percentage of customers retained.

This can be applied to a cohort of customers.

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Hall T Martin is the director of Investor Connect, which is a 501(c)(3) nonprofit dedicated to the education of investors for early-stage funding. All opinions expressed by Hall and podcast guests are solely their own opinions and do not reflect the opinion of Investor Connect. This podcast is for informational purposes only and should not be relied upon for the basis of investment decisions.