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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