9 customer success metrics all businesses should measure

Updated: Mar 10

One of the most important aspects of a customer support leader’s role is to retain customers through consistent, valuable experiences. It’s essential they grasp how effective their customer support organization is, while identifying areas they can strengthen and improve. In order to provide an optimal customer experience, leaders need to evaluate team and agent performance, assess whether the team is meeting customers’ needs, and track the organization’s success.

To develop a thorough understanding of the organization, support leaders can use customer service metrics or key performance indicators (KPIs) to understand an aspect (X) of their business. In many cases, aspect X needs improvement or should remain at a certain standard.

We delved into 9 customer success KPIs that help leaders and businesses develop a clear strategy for optimizing the customer journey and provide the best possible support. The below metrics are grouped into three categories: customer experience, agent performance, business metrics, and one bonus approach to measuring team performance.

Customer Experience

Customer Satisfaction (CSAT)

Net promoter Score

Average Ticket Severity (ATS)

Agent Performance

Average handle time (AHT)

Total Time to Resolution (TTR)

First Contact Resolution Rate (FCR)

Ticket Backlog

Business Metrics

Customer churn

Customer retention costs (CRC)

Bonus: Team performance Insights

Customer Experience

1. Customer Satisfaction (CSAT)

What it is: A survey measuring a customer’s feeling about your products or service.

During crucial points in the customer journey such as; onboarding, moment of purchase, and interactions with support agents, businesses can survey customers to gauge how they feel about the product or service they received.

Questions could be as simple as asking customers to choose a sad, happy, or indifferent face. Depending on your business’ needs, CSAT surveys can take a variety of shapes. For instance, companies can opt for questionnaires that ask customers to rate their experience with your team on a scale of 1-5 (one being very unsatisfied and 5 very satisfied).

How to calculate CSAT: After setting up your survey, add the sum of all the scores and divide the total by the number of participants.

Why CSAT metrics matter to support organizations: When success leaders know how customers feel towards their products or services, they can identify areas of improvement or pain points before they become actual problems for customers. Mitigating or even preventing issues improves the customer experience, keeps customers happy, and increases the chances of them returning.

Timing is crucial here; you want to measure how a customer feels about a specific experience or product, not their thoughts on your company as a whole.

2. Net promoter Score