KPI Library
Industry-specific Key Performance Indicators (KPIs) to apply in your metrics
37 results
Abandonment Rate
Percentage of customers who exit a contact queue before being connected to an agent
Accounts per AM
Average number of accounts managed per account manager, used to assess capacity and coverage
Agent Occupancy Rate
Percentage of an agent's logged-in time spent on customer interactions or related work
At-Risk Account Count
Number of accounts flagged as at risk of churn based on health score or engagement signals
Average Handle Time (AHT)
Average total time to handle one customer interaction including talk, hold, and after-call work
Average Revenue per User (ARPU)
Average monthly subscription revenue per subscriber
Average Speed to Answer (ASA)
Average time a customer waits in queue before being connected to an agent
Billing Accuracy Rate
Percentage of customer bills issued without errors requiring adjustment
CAC Payback Period
Number of months to recover the cost of acquiring a customer through their recurring revenue
Churn Rate
Percentage of customers or revenue lost in a given period
Citizen Satisfaction Score
Average satisfaction rating from citizens using government services
Client Attrition Rate
Percentage of clients who close their accounts or move assets away in a period
Customer Acquisition Cost (CAC)
Total cost of acquiring a new customer including sales and marketing spend
Customer Effort Score (CES)
Customer rating of how easy it was to resolve their issue
Customer Health Score
Composite score measuring account engagement, product usage, support tickets, and sentiment
Customer Lifetime Value (CLV / LTV)
Total revenue expected from a customer over their entire relationship
Customer Service Agent Attrition Rate
Voluntary turnover rate among contact centre agents
Escalation Rate
Percentage of customer contacts escalated to a senior agent or specialist team
Expansion Revenue
Additional revenue generated from existing customers through upsells, cross-sells, or seat additions
Feature Adoption Rate
Percentage of customers using a specific product feature, used to measure rollout success
First Contact Resolution (FCR) Rate
Percentage of customer issues resolved on the first interaction, without escalation or follow-up
Gross Revenue Retention (GRR)
Recurring revenue retained from existing customers excluding any expansion revenue
Guest Satisfaction Score (GSS)
Average post-stay guest rating measuring overall satisfaction with the hotel experience
LTV:CAC Ratio
Ratio of customer lifetime value to acquisition cost; a measure of sales and marketing efficiency
Build better plans, faster
Join the waitlist for early access to curated insights, flexible templates, and rapid iteration across strategy, planning, and project management.