Marketing Metrics Database

Customer Effort Score is a metric that gauges the ease of interaction a customer has with a company.

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.

It measures how satisfied customers are with your product, service, or overall experience.

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.

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?

How many customers are returning to make another purchase.

Resolution time is the time taken to resolve a query or issue raised by your customer.

The time taken to deliver a product or service to your customer after they’ve placed an order or made a request.