# Key Metrics

**Quantitative methods:**

1. **Customer Satisfaction Score (CSAT):** A metric that measures how satisfied customers are with a product or service. It is usually measured by asking customers to rate their satisfaction on a scale of 1-5 or 1-10. [Learn more](https://www.qualtrics.com/au/experience-management/customer/what-is-csat/?rid=ip\&prevsite=en\&newsite=au\&geo=IN\&geomatch=au)
2. **Net Promoter Score (NPS):** A metric that measures customer loyalty by asking customers how likely they are to recommend a product or service to others on a scale of 0-10. [Learn more](https://www.qualtrics.com/au/experience-management/customer/net-promoter-score/?rid=ip\&prevsite=en\&newsite=au\&geo=IN\&geomatch=au)
3. **Customer Effort Score (CES):** A metric that measures how easy it is for customers to use a product or service. It is usually measured by asking customers to rate the ease of use on a scale of 1-5 or 1-10. [Learn more](https://www.qualtrics.com/au/experience-management/customer/customer-effort-score/?rid=ip\&prevsite=en\&newsite=au\&geo=IN\&geomatch=au)
4. **Attribute Satisfaction Measurement:** A metric to gauge customer satisfaction through their liking/disliking and judgment of product attributes. For example, "How satisfied are you with the 'facilitator' of your life skills program?". [Learn more](https://www.qualtrics.com/au/experience-management/customer/measure-customer-satisfaction/)
5. **Customer Churn Rate (CCR):** A metric that measures the percentage of customers who stop using a product or service over a given period of time. [Learn more](https://frontlogix.com/how-to-measure-and-improve-clv-crr-ccr/#what-is-ccr)
6. **Customer Lifetime Value (CLV):** A metric that measures the total amount of money a customer is expected to spend on a product or service over their lifetime. [Learn more](https://www.qualtrics.com/au/experience-management/customer/customer-lifetime-value/?rid=ip\&prevsite=en\&newsite=au\&geo=IN\&geomatch=au)
7. **Conversion Rates:** It is the percentage of users who complete a desired action (e.g., sign up, purchase) out of total visitors. For example, if 100 people visit a website and 10 of them sign up, the conversion rate is 10%. The calculation is (Number of Conversions / Total Visitors) \* 100. [Learn more](https://markettailor.io/blog/importance-of-customer-service-in-conversion-rate-optimization)
8. **Retention Rate:** It is the percentage of users who continue to use a product over a specific period. For example, if a product has 100 users at the beginning of the month and 80 of them are still using it at the end of the month, the retention rate is 80%. The calculation is ((End of Period Users - New Users) / Start of Period Users) \* 100. [Learn more](https://blog.logrocket.com/product-management/retention-rate-meaning-formula-how-to-calculate/)
9. **Task Success Rate:** It is the percentage of successfully completed tasks by users. For example, if 100 users attempt to complete a task and 80 of them are successful, the task success rate is 80%. The calculation is (Number of Successfully Completed Tasks / Total Number of Tasks) \* 100. [Learn more](https://www.playerzero.ai/advanced/kpi-guides/how-to-calculate-task-success-rate)

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**Qualitative methods:**

1. **Customer Interviews:** A method of gathering feedback from customers through one-on-one interviews. This method allows for in-depth feedback and can provide insights into customer needs and pain points. [Learn more](https://blog.hubspot.com/service/customer-interviews)
2. **Focus Groups:** A method of gathering feedback from a group of customers in a structured setting. This method allows for group discussion and can provide insights into customer opinions and attitudes. [Learn more](https://ctb.ku.edu/en/table-of-contents/assessment/assessing-community-needs-and-resources/conduct-focus-groups/main)
3. **Surveys:** A method of gathering feedback from customers through a set of standardized questions. This method allows for large-scale data collection and can provide insights into customer satisfaction and preferences. [Learn more](https://www.scribbr.com/methodology/survey-research/)

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**Digital methods:**

1. **Customer Support Interactions:** Analyzing customer support tickets, chats, and emails for common issues and user sentiments. For example, Text analysis, sentiment analysis. [Learn more](https://www.sprinklr.com/blog/customer-interaction-analytics/)
2. **Web-analytics, Heatmaps and Click Tracking:** Visualizing user interactions on a website or app to understand where users click and spend time. For example, Heatmap tools, click tracking software. [Learn more](https://www.hotjar.com/blog/click-maps/)
3. **System Usability Scale (SUS):** It is a widely used questionnaire designed to assess the perceived usability of a system. It consists of 10 questions that participants answer on a Likert scale, providing a quick and reliable measure of overall user satisfaction with a given system. [Learn more](https://www.usability.gov/how-to-and-tools/methods/system-usability-scale.html)