The 3 Most Underrated Customer Success Metrics - metrics small

Following to a research conducted by SuperOffice AS with 547 SaaS companies earlier this year, here are the three KPIs companies are (still !) largely missing out :

1 ) Customer Health Score

or how likely your customers are to stay with you over time.

==> only 7% actively tracking.

2 ) Average Lifetime Value

or the profit margin a company expects to earn over the entirety of their business relationship with the average customer.

==> Only 16% made the calculation.

3 ) Net Promoter Score

or the percentage of customers rating their likelihood to recommend a company, a product, or a service (“Promoters”) minus the percentage rating this at 6 or below (“Detractors”) on a scale from 0 to 10.

==> 71% have never used it !

So, as the saying goes,

you can’t manage what you can’t measure.

And to build stronger relationships with your customers, it’s critical to have an accurate understanding of what is working great for them and what needs to be improved.

Are you tracking these metrics in your organization ?

If so, to what extend ?

Hakan Ozturk

Hakan Ozturk
Founder,, #1 Weekly Customer Success Newsletter

Hakan Ozturk is a Paris-based Customer Success leader with over 15 years of experience in the computer software industry. Passionate about driving growth and delivering value to strategic customers, Hakan has established himself as a trusted industry expert. As the Founder of The Customer Success Café Newsletter and, Hakan provides valuable industry insights and daily-updated job opportunities worldwide in the field of Customer Success. Connect with Hakan to boost your career in CS and your company’s potential for massive growth.

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