Countdown: Top 15 Customer Success Metrics
6 min readSep 4, 2020

What is a customer success metric to help entrepreneurs gauge if clients are happy? Are you one who guesses if clients are happy? Do you look at your spreadsheet monthly for 5 minutes and really have no clue how to measure client satisfaction? Do you care? Well, you should. We live in an intensely competitive marketplace. It is do or die for many entrepreneurs now.

This text is a countdown of the top 15 customer success metrics chosen from the editors of Yes, the leading authority on entrepreneur issues. This list is from the submissions of business experts of the Forbes Business Council members — of which I am proud to be a member.

Client success is a vital component of a business’s overall health. That’s why leaders often track customer success metrics to determine areas of strength and potential improvement. When you understand the way your customers feel about their experience with your business, you stand the best chance of increasing their satisfaction and long-term loyalty.

The number 15 key metric to gauge customer experience is outlined by Kevin Leyes, Leyes Media.

His idea is Expansion Revenue

Your expansion revenue is basically the percentage of revenue coming from your existing customers. I consider it a great way of seeing if your current customers are sticking around and still buying products or services from you and your company. Is your product actually good? How is its quality and durability? Do you just need better marketing? Do you need better customer service? These are all questions you’ll need to ask yourself.

14. Customer Satisfaction Score by (CSAT) Beth Worthy, GMR Transcription Services, Inc

Customer satisfaction score is a commonly used metric to track how satisfied customers are with your organization’s products and/or services. This score can be determined from survey or questionnaire responses. Offering customers opportunities to give feedback and provide insights is a great way to build a long-lasting and meaningful relationship.

13. Recurring Issues by Sean Vitale, Vitaltech Solutions

Whether you are consulting on general business, giving financial advice or providing technical support, tracking and identifying the recurring issues your clients are experiencing is what ultimately helps their business succeed. These issues are the ones your…