KPI Library
Industry-specific Key Performance Indicators (KPIs) to apply in your metrics
Cost per SQL
Average total marketing cost to generate one Sales Qualified Lead
Cost per Store Visit
Average marketing cost attributable to driving one physical customer visit to a store
Cost per Student
Total institutional expenditure divided by total student headcount
Cost Performance Index (CPI)
Ratio of budgeted to actual cost for work completed; below 1.0 indicates cost overrun
Cost Variance (CV)
Difference between budgeted and actual cost of work performed (Earned Value methodology)
Cost-to-Income Ratio
Total operating costs as a percentage of total income, a key measure of operational efficiency
Course Completion Rate
Percentage of enrolled students who complete a specific course or module without withdrawing
CRM Data Completeness Rate
Percentage of contact and opportunity records in the CRM that have all mandatory fields populated to the required standard
Crop Yield per Hectare
Average weight of crop harvested per hectare of cultivated land in a season
Cross-Sell Ratio
Average number of financial products held per client, measuring depth of relationship
Current Ratio
Ratio of current assets to current liabilities, measuring short-term liquidity
Customer Acquisition Cost (CAC)
Total cost of acquiring a new customer including sales and marketing spend
Customer Acquisition Rate
Number of net-new customers acquired through marketing campaigns in a period
Customer Advocacy Programme Members
Number of customers actively enrolled in a formal advocacy, reference, or ambassador programme
Customer Case Study Production Rate
Number of new customer case studies or success stories published in a period
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 Lifetime Value (CLV) — Retail
Average total revenue generated from a retail customer over their relationship with the brand
Customer Satisfaction Score (CSAT) from Marketing Touchpoints
Satisfaction rating collected immediately after a marketing interaction (event, webinar, campaign)
Customer Service Agent Attrition Rate
Voluntary turnover rate among contact centre agents
Customer-Facing Meetings per Rep per Week
Average number of in-person or virtual client meetings held by each field rep per week
Customer-Led Revenue Growth
Percentage of new pipeline generated directly through customer referrals, advocacy, or peer-to-peer influence
Customs Clearance Time
Average days from goods arriving at border to customs clearance being granted
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