Customer Effort Score (CES)
Customer Effort Score is a metric that gauges the ease of interaction a customer has with a company.
Customer Retention Rate
Customer retention rate is a metric that measures the ability of a company or business to retain its existing customers over a specified period of time.
Customer Satisfaction Score (CSAT)
It measures how satisfied customers are with your product, service, or overall experience.
First Response Time (FRT)
First Response Time, often abbreviated as FRT, is a measure of how quickly your customer service or sales team responds to a customer’s inquiry or complaint.
Net Promoter Score (NPS)
It’s determined based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague?
New vs. Returning Customers
The comparison between customers who have only made one purchase (“new” customers) and those who have made more than one purchase (“returning” customers).
