1. The Rate of Customer Retention (CRR)
Retention is the foundation of client success. Calculate CRR by calculating the proportion of clients kept over a given time frame. A high retention rate shows strong client loyalty and satisfaction.
2. Rate of Churn
The Churn rate measures the percentage of customers lost over a certain period. Monitoring churn makes it easier to spot problems and take remedial action before it’s too late.
3. NPS, or Net Promoter Score
By asking customers if they are likely to suggest your product or service, NPS determines customer satisfaction and loyalty.
NPS Calculation: Detractors’ proportion (0–6) is subtracted from promoters’ (9–10).
4. CLV, or Customer Lifetime Value
CLV forecasts the total amount of money a client will bring in during their association with your company. A greater CLV indicates a successful long-term engagement.
5. Health Score for Customers (CHS)
By examining usage trends, support conversations, and engagement levels, CHS offers a real-time perspective of customer happiness. Predicting renewals and upsells is much easier with a robust CHS.
6. Growth in Monthly Recurring Revenue (MRR)
MRR growth for subscription-based companies monitors variations in recurring revenue over time, demonstrating how well your CS tactics are working.
7. Growth Income
The extra money made from current clients through upsells, cross-sells, and add-ons is measured as expansion revenue. This KPI shows you where you can expand your current clientele.
8. CSAT, or Customer Satisfaction Score
CSAT uses post-interaction questionnaires to gauge instantaneous consumer satisfaction. Positive experiences and effective problem-solving are indicated by high CSAT scores.
9. FRT, or First Response Time
FRT calculates how long it takes to reply to a client’s question. Quicker response times show a dedication to assist and improve the client experience.
10. Resolution Time (TTR)
TTR keeps track of how long it takes to fix customer problems. Customer loyalty is increased and dissatisfaction is decreased through effective issue resolution.
11. Completion Rate of Onboarding
A smooth onboarding procedure is essential for sustained success. This KPI calculates the proportion of clients who finish the onboarding procedure in a certain amount of time.
12. Rate of Adoption
The adoption rate gauges how well users are utilizing the features of your product. Increased retention and satisfaction are correlated with increased adoption rates.
13. Rate of Engagement
Customer interactions with your products or services are tracked by the engagement rate. Higher levels of involvement are frequently correlated with greater loyalty and pleasure.
14. Volume of Support Tickets
Monitoring the quantity of support tickets enables proactive resolution by revealing patterns and reoccurring problems.
15. Rate of Renewal
The percentage of clients that extend their contracts or subscriptions is known as the renewal rate. Customer happiness and the success of your CS efforts are directly shown by this KPI.
In Conclusion
By monitoring these 15 KPIs in 2025, companies will be able to improve customer success tactics, solve problems, and seize fresh chances for expansion. Keep in mind that achieving customer success is a continuous process. You may create enduring connections and promote sustainable growth by concentrating on data-driven insights and ongoing improvement.
Also read: Measuring Customer Success Key Metrics and KPIs to Track
