Popular metrics used by the CS team
Is a Customer Success team needed in a company? But how can we measure the value of this team and its contribution to the company?
There are several ways, and today I’d like to talk a little more about the most popular metrics we use for Customer Success, when and how to use them, and what they can give you.
NPS — Probably the most popular metric used by companies. NPS stands for Net Promoter Score. In the shortest possible terms, it determines whether customers will be promoters of our solution, indifferent towards it, or detractors. To measure NPS, you need to create a survey with questions from 1–10, and the indicator takes a value from -100 to 100. NPS has its supporters as well as opponents. The former claim that high customer loyalty translates into increased profits, so any increase in NPS value is a real gain for the company. Contrariwise, the latter undermines this statement by acknowledging that NPS results are not experimentally proof that an increase in loyalty translates into growth for the company. I have my opinion on this, but I plan to devote one of my following articles to this indicator only to bring it closer. The last point is the application and its use. By default, NPS is used to measure the level of loyalty; for me, using it in product development to test how users perceive the introduced change is more interesting.
