Customer Satisfaction Score
Understanding Business Performance Metrics
Drive Operational Excellence
Business Performance
Metrics
Performance Metrics
Value
Customer Strategy
Performance Metrics 
Customer Metrics Customer metrics assess customer
satisfaction, loyalty, and engagement
...Important customer metrics include: Net Promoter
Score (NPS): Gauges customer loyalty and likelihood to recommend a product or service
...
Understanding Business Performance Metrics Order Fulfillment Time Employee Productivity Cost per Acquisition (CPA)
Customer Metrics Customer
Satisfaction Score (CSAT) Net Promoter Score (NPS) Customer Retention Rate Churn Rate Marketing
...
Drive Operational Excellence Customer Focus: Prioritizing customer needs to drive
satisfaction and loyalty
...Customer Satisfaction
Score Evaluates customer satisfaction levels
...
Business Performance KPIs vary by industry and business function, but some common examples include: Revenue Growth Profit Margin
Customer Satisfaction Score Employee Turnover Rate Return on Investment (ROI) KPI Description Formula
...
Metrics Customer Insights: Metrics related to customer behavior and
satisfaction can guide businesses in enhancing their products and services
...Net Promoter
Score (NPS) A measure of customer loyalty and satisfaction
...
Performance Metrics Operational Metrics Cycle Time Throughput Inventory Turnover
Customer Metrics Customer
Satisfaction Score (CSAT) Net Promoter Score (NPS) Customer Retention Rate Employee Metrics
...
Value Value can be measured in various ways, including financial metrics,
customer satisfaction, operational efficiency, and competitive advantage
...Net Promoter
Score (NPS) A metric that measures customer loyalty and satisfaction based on their likelihood to recommend a company
...
Customer Strategy Customer strategy refers to the comprehensive approach an organization takes to understand, engage, and retain its customers
...Businesses can utilize various feedback mechanisms to understand customer
satisfaction and areas for improvement, including: Surveys Focus groups Net Promoter
Score (NPS) Online reviews and ratings 6
...
Marketing Metrics They provide insights into
customer behavior, campaign performance, and overall business health
...Acquisition Cost (CAC) Customer Lifetime Value (CLV) Return on Investment (ROI) Conversion Rate Net Promoter
Score (NPS) Website Traffic Engagement Rate Key Marketing Metrics Explained Metric Description Importance
...Net Promoter Score (NPS) A metric that measures customer loyalty and
satisfaction based on their likelihood to recommend a business
...
Indicators Lagging
Customer Satisfaction Score Assesses customer satisfaction levels through surveys
...
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