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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