Tips & Insights

Measuring Customer Success Metrics 101

According to Gartner, customer experience is responsible for about two-thirds of customer loyalty, which makes customer success goals key differentiators and underscores the importance of prioritizing customer satisfaction and loyalty. 

Measuring customer success metrics is integral to these efforts. These metrics provide invaluable insights into the health of customer relationships, helping businesses pinpoint areas for improvement, optimize resource allocation, and maximize revenue potential.

In this article, we will go over the most important customer success metrics, the best software/platforms to track and monitor them, and how Email Meter cansuccessfully track email response times and SLA response time for optimal customer success.

Most Important Customer Success Metrics to Monitor

Monitoring customer success metrics is essential for businesses to gauge the effectiveness of your strategies and ensure customer satisfaction and retention. Here are the most important customer success metrics to monitor:

1. Net Revenue Retention

This metric measures the revenue retained from existing customers over a specific period, accounting for expansions, churn, and downgrades. A high net revenue retention indicates that the company is effectively retaining and growing its customer base.

2. Expansions

Expansion revenue measures the additional revenue generated from existing customers through upselling, cross-selling, or expansion of services. It reflects the success of customer expansion efforts and indicates customer satisfaction and loyalty.

3. Net Promoter Score (NPS)

NPS measures customer loyalty and satisfaction by asking customers how likely they are to recommend the company to others. It provides insights into overall customer sentiment and helps identify promoters, passives, and detractors.

4. Quarterly Business Review (QBR) Ratings

QBR ratings assess the outcomes of quarterly business reviews conducted with customers. These reviews evaluate the health of the customer relationship, identify opportunities for improvement, and align goals and expectations.

5. Reviews and Testimonials

Monitoring customer reviews and testimonials on platforms like review websites, social media, and customer feedback surveys provides valuable insights into customer satisfaction, pain points, and areas for improvement.

6. Case Studies Created

The number of case studies created based on successful customer experiences and outcomes showcases the company's ability to deliver value and solve customer challenges. Case studies serve as powerful marketing tools and help build credibility and trust with prospects.

7. Email Response Times

Email response times measure the speed and efficiency of customer support and communication. Monitoring response times helps ensure timely resolution of customer inquiries and issues, leading to improved customer satisfaction and retention.

8. Service Level Agreements (SLAs)

SLAs define the level of service that customers can expect from the company, including response times, resolution times, and availability. Monitoring SLA adherence ensures that customer expectations are met or exceeded, fostering trust and loyalty.

Best Platforms for Measuring Customer Success Metrics

1. Gainsight

Gainsight offers a comprehensive suite of tools specifically designed for customer success management, including advanced analytics, automation, and predictive capabilities.

Key Metrics Checked:

  • Net Revenue Retention: Gainsight tracks revenue retained from existing customers over time, considering expansions, churn, and downgrades.
  • Customer Health Scores: It evaluates the health of customer accounts based on various factors such as usage, engagement, and sentiment.
  • NPS (Net Promoter Score): Gainsight collects and analyzes NPS data to measure customer loyalty and satisfaction.
  • Renewal and Churn Rates: It monitors renewal rates and identifies churn risks to mitigate customer attrition.
  • Product Usage and Adoption: Gainsight tracks how customers are using the product and identifies opportunities for improvement or upsell.

2. Totango

Totango provides advanced analytics and predictive capabilities to help businesses proactively manage customer relationships and drive growth.

Key Metrics Checked:

  • Customer Health Scores: Totango assesses the health of customer accounts based on various behavioral and interaction data.
  • Account Expansion Opportunities: It identifies upsell and cross-sell opportunities within the customer base.
  • Churn Risk and Predictive Analytics: Totango uses predictive analytics to forecast churn risk and take proactive measures to prevent customer attrition.
  • Product Adoption and Usage: It tracks how customers are using the product and measures adoption rates.
  • Customer Engagement Metrics: Totango monitors customer engagement levels across different touchpoints.

3. Zendesk

Zendesk offers a user-friendly platform with robust ticketing and customer support capabilities, making it ideal for businesses focused on customer service excellence.

Key Metrics Checked:

  • Customer Satisfaction (CSAT) Scores: Zendesk collects feedback from customers to measure satisfaction levels.
  • Response and Resolution Times: It tracks how quickly support tickets are responded to and resolved.
  • Ticket Volume and Trends: Zendesk monitors ticket volume and identifies trends to allocate resources effectively.
  • SLA (Service Level Agreement) Adherence: It ensures that support teams meet SLA commitments.
  • Customer Feedback and Surveys: Zendesk gathers feedback through surveys and analyzes customer sentiment.

Now, as for email response time and SLAs, Email Meter is the best platform, hands down.

Why You Need Email Meter to Monitor Email Response Time and SLAs

Email Meter is the best platform to monitor email response time and SLAs because we offer a custom dashboard that you can use to filter top clients from low-touch clients. As such, you'll be better primed to monitor your SLAs and email response times against these segments and guarantee the best service for your key accounts.

On top of that, Email Meter provides:

1. Comprehensive Email Analytics

Email Meter provides comprehensive analytics on email usage and not only on response times, but also email volume, busiest times of the day, and more. This depth of insight allows businesses to gain a thorough understanding of their email communication dynamics and performance.

2. Real-Time Monitoring

Email Meter also offers real-time monitoring capabilities, enabling businesses to track email response times and SLA adherence as they happen. This feature allows for timely intervention and adjustment of workflows to ensure that SLAs are consistently met.

3. Customizable SLA Tracking

With our platform, you can set and customize SLAs based on your specific requirements and priorities. This flexibility ensures that SLAs are aligned with your business objectives and customer expectations, leading to better outcomes and customer satisfaction.

4. Integration Capabilities

Email Meter seamlessly integrates with popular email platforms such as Gmail and Microsoft Outlook, making it easy for businesses to incorporate email analytics into their existing workflows. This integration simplifies data collection and analysis, streamlining the monitoring process.

5. Actionable Insights

Email Meter provides actionable insights and recommendations based on email analytics, helping businesses identify areas for improvement and optimize their email communication strategies. This proactive approach enables businesses to enhance customer satisfaction and retention by addressing issues promptly.

6. User-Friendly Interface

Lastly, Email Meter features a user-friendly interface that is intuitive and easy to navigate, making it accessible to users across different roles and levels of technical expertise. This simplicity ensures that businesses can derive maximum value from the platform without extensive training or support.

See it in action today. Find out how it can supercharge customer success for your team by requesting a demo today.

Take your team's management to the next level with email statistics

With Email Meter, companies understand how work happens and keep their teams productive without constant check-ins

Get visibility on your team's productivity
Get a clear picture of how work happens to analyze complex email workflows in an easy-to-use dashboard.
Start a free 14-day trial
Powering email analysis at