{"id":32716,"date":"2021-07-26T11:49:08","date_gmt":"2021-07-26T17:49:08","guid":{"rendered":"https:\/\/www.vendasta.com\/blog\/?p=32716"},"modified":"2026-01-09T01:13:56","modified_gmt":"2026-01-09T01:13:56","slug":"customer-success-metrics","status":"publish","type":"post","link":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/","title":{"rendered":"Customer Success Metrics: Measuring Customer Obsession"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; hover_enabled=&#8221;0&#8243; global_colors_info=&#8221;{}&#8221; sticky_enabled=&#8221;0&#8243;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_testimonial author=&#8221;Avinash Kaushik&#8221; job_title=&#8221;entrepreneur, author, and public speaker&#8221; portrait_url=&#8221;\/blog\/wp-content\/uploads\/sites\/6\/2025\/07\/Avinash.webp&#8221; quote_icon_color=&#8221;#3F9B63&#8243; admin_label=&#8221;Avinash Testimonial&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; body_text_color=&#8221;#555555&#8243; author_text_color=&#8221;#555555&#8243; position_text_color=&#8221;#555555&#8243; company_text_color=&#8221;#555555&#8243; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><span style=\"font-weight: 400;\">If you don\u2019t actually know what you\u2019re trying to achieve, it\u2019s hard to measure success. Try it and you\u2019ll see what I mean.<\/span><\/p>\n<p>[\/et_pb_testimonial][et_pb_text admin_label=&#8221;Introduction&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><span style=\"font-weight: 400;\">By tracking critical customer success metrics, over time you can see what areas are improving and what aspects of the customer journey could still use work. Tying your efforts back to quantifiable results will help make the case for investing time towards customer success measurement , and further inform your perspective on how customers interact with your product, service, or brand.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<p><\/span><\/p>\n<p>[\/et_pb_text][et_pb_text admin_label=&#8221;Table of Contents &#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2>Table of Contents<\/h2>\n<ul>\n<li><a href=\"#customer-success-KPIs\">Customer Success KPIs<\/a><\/li>\n<li><a href=\"#customer-health-score\">Customer Success Metrics: Customer Health Score<\/a><\/li>\n<li><a href=\"#customer-surveys\">Customer Success Metrics: Surveys<\/a><\/li>\n<li><a href=\"#tools-and-techniques\">Tools and Techniques<\/a><\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_text admin_label=&#8221;Customer Success Measurement: Key Metrics &#8221; module_id=&#8221;customer-success-KPIs&#8221; _builder_version=&#8221;4.19.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2><span style=\"font-weight: 400\">Customer Success KPIs<\/span><\/h2>\n<p><span style=\"font-weight: 400\">In order to promote a customer-centric culture in your organization, you need to identify the customer success KPIs (key performance indicators) that will help you understand how different functional areas are performing. Here are some data points that reflect <a href=\"\/blog\/evergreen-customer-engagement-strategies\/\">customer engagement<\/a> and organizational performance.<\/span><span style=\"font-weight: 400\">\u00a0<\/span><\/p>\n<table style=\"width: 100%;border-collapse: collapse;border-style: solid\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 32.2115%\"><b>Financial Metrics\u00a0<\/b><\/td>\n<td style=\"width: 41.9071%\"><b>Health and Performance Metrics\u00a0<\/b><\/td>\n<td style=\"width: 25.8013%\"><b>Support Metrics\u00a0<\/b><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 32.2115%\"><span style=\"font-weight: 400\">Revenue (<\/span><a href=\"https:\/\/www.typeform.com\/blog\/ask-awesomely\/saas-metrics\/\"><span style=\"font-weight: 400\">ARR, MRR, ARPU<\/span><\/a><span style=\"font-weight: 400\">)\u00a0<\/span><\/td>\n<td style=\"width: 41.9071%\"><span style=\"font-weight: 400\">License utilization \/ active users<\/span><\/td>\n<td style=\"width: 25.8013%\"><span style=\"font-weight: 400\"># Tickets \/ customer<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 32.2115%\"><span style=\"font-weight: 400\">Net Revenue Retention (<\/span><a href=\"https:\/\/www.saastr.com\/we-all-sort-of-underestimate-the-power-of-110-nrr\/\"><span style=\"font-weight: 400\">NRR<\/span><\/a><span style=\"font-weight: 400\">)\u00a0<\/span><\/td>\n<td style=\"width: 41.9071%\">Usage\/ behavioral\u00a0health composite metric<\/td>\n<td style=\"width: 25.8013%\"><span style=\"font-weight: 400\">Types of issues<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 32.2115%\"><span style=\"font-weight: 400\">Churn <\/span><span style=\"font-weight: 400\">(<\/span><a href=\"https:\/\/saasmetrics.co\/customer-churn-vs-revenue-churn-understand-the-difference\"><span style=\"font-weight: 400\">Customer &amp; Revenue<\/span><\/a><span style=\"font-weight: 400\">)<\/span><\/td>\n<td style=\"width: 41.9071%\"><span style=\"font-weight: 400\">Time to onboard\u00a0<\/span><\/td>\n<td style=\"width: 25.8013%\"><span style=\"font-weight: 400\">Time to first response\u00a0<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 32.2115%\"><span style=\"font-weight: 400\">Customer Lifetime Value (<a href=\"\/blog\/agency-tactics-boost-customer-lifetime-value\/\" target=\"_blank\" rel=\"noopener\">CLV<\/a>)<\/span><\/td>\n<td style=\"width: 41.9071%\"><span style=\"font-weight: 400\">Time to value\u00a0<\/span><\/td>\n<td style=\"width: 25.8013%\"><span style=\"font-weight: 400\">Satisfaction ratings\u00a0<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 32.2115%\"><span style=\"font-weight: 400\">Customer Acquisition Costs (CAC)<\/span><\/td>\n<td style=\"width: 41.9071%\"><span style=\"font-weight: 400\">Outcomes\/Value achieved<\/span><\/td>\n<td style=\"width: 25.8013%\"><span style=\"font-weight: 400\">Education resource ratings\u00a0<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><em><span style=\"font-weight: 400\">Source: Alka Tandan\u00a0<\/span><\/em><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400\">Financial metrics &#8211; such as retention, churn, renewal rate, and customer lifetime value (CLV) &#8211; are all numbers that senior leaders should be thinking about and understanding.\u00a0<\/span><\/p>\n<p><em><span style=\"font-weight: 400\">Recommended Resource: <\/span><a href=\"https:\/\/tomtunguz.com\/saas-startup-metrics-template\"><span style=\"font-weight: 400\">Redpoint SaaS Startup Key Metrics Template<\/span><\/a><span style=\"font-weight: 400\"> by Tomasz Tunguz.<\/span><\/em><\/p>\n<p><span style=\"font-weight: 400\">In addition to financial metrics, organizations can examine health, performance, and support metrics to inform the work of team members focused on onboarding, support, and success. Often, data is hiding in different forms. For example, examining your educational resources can be helpful.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">\u201cHoning in on educational resources and how users have been engaging with them can be another useful area to explore. Look at whether or not your customers find them useful. If you can identify that they\u2019re going to certain education resources often, explore why they\u2019ve landed there. Dig deeper to understand what&#8217;s going wrong with the product if this is the area people are going to,\u201d says Specialist in Customer Centric Growth, Alka Tandan. \u00a0 <\/span><span style=\"font-weight: 400\"><br \/><\/span><span style=\"font-weight: 400\"><br \/><\/span><span style=\"font-weight: 400\">\u201cUse these insights to determine what you can change in your onboarding process to help mitigate the need for users to lean on these resources all the time.\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Given the range of metrics available, many organizations prefer to create a composite score that combines some of the key measures together into a customer health score.<\/span><\/p>\n<p>[\/et_pb_text][et_pb_image src=&#8221;\/blog\/wp-content\/uploads\/sites\/6\/2025\/07\/Measuring-Customer-Obsession.webp&#8221; alt=&#8221;Measuring Customer Obsession&#8221; title_text=&#8221;unnamed (7)&#8221; align=&#8221;center&#8221; force_fullwidth=&#8221;on&#8221; admin_label=&#8221;Customer Health Score Image&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][et_pb_text admin_label=&#8221;Customer Health Score&#8221; module_id=&#8221;customer-health-score&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2><span style=\"font-weight: 400\">Customer Success Metrics: Customer Health Score <\/span><\/h2>\n<p><span style=\"font-weight: 400\">A<\/span> <a href=\"https:\/\/searchcustomerexperience.techtarget.com\/definition\/customer-health-score\"><span style=\"font-weight: 400\">customer health score<\/span><\/a> <span style=\"font-weight: 400\">is a value that indicates the long-term potential of a customer dropping off or, conversely, becoming a high-value, repeat customer through renewal, cross-selling or up-selling strategies. Key performance indicators (KPIs) for customer health scores include the churn and renewal rates for customers who continue to make purchases. A customer health score is a comparative metric that\u2019s unique to your organization.<\/span><\/p>\n<h3><span style=\"font-weight: 400\"><br \/><\/span><span style=\"font-weight: 400\">Customer Health Score Metrics<\/span><\/h3>\n<p>[\/et_pb_text][et_pb_image src=&#8221;\/blog\/wp-content\/uploads\/sites\/6\/2025\/07\/Customer-Health-Score-Metrics.webp&#8221; alt=&#8221;Customer Health Score Metrics&#8221; title_text=&#8221;Customer Success Metrics&#8221; align=&#8221;center&#8221; force_fullwidth=&#8221;on&#8221; admin_label=&#8221;Customer health score table&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][et_pb_text admin_label=&#8221;Customer health score final&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><em><span style=\"font-weight: 400\">Source: <\/span><a href=\"https:\/\/www.planhat.com\/blog\/creating-a-customer-health-score\/\"><span style=\"font-weight: 400\">planhat.com<\/span><\/a><\/em><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400\">\u201cThe customer health score is a culmination of several different elements. It should include data that measures how customers use your products and how often. A health score should also address how usage ties into the value your customers expect to receive out of it,\u201d says Tandan.<\/span><span style=\"font-weight: 400\"><br \/><\/span><span style=\"font-weight: 400\"><br \/><\/span><span style=\"font-weight: 400\">\u201cYou also want to include a relationship measure like a satisfaction score or an effort score to round out this composite metric.\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">\u2018A customer health score is important because it\u00a0 can predict when a customer might be at-risk of ending their relationship with your business by the actions they take within your product, without the customer ever knowing.\u00a0<\/span><\/p>\n<p>[\/et_pb_text][et_pb_text admin_label=&#8221;Customer Success Measurement: Surveys &#8221; module_id=&#8221;customer-surveys&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2><span style=\"font-weight: 400\">Customer Success Metrics: Surveys\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400\">There are great tools on the market, to get surveys into the hands of your customers.\u00a0 Conducting satisfaction surveys is a light lift compared to the value of insights you\u2019ll gain.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Vendasta Director of Partner Success, Naresh LaBar suggests utilizing this tactic often to help improve customer experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">\u201cAsk for customer feedback along all stages of their journey. This will further help you zero-in on points of the experience where improvement is needed.\u00a0 If you ask for feedback at only one stage, you risk missing details that could take things from great to amazing,\u201d LaBar says.\u00a0<\/span><\/p>\n<h3><strong>Best Practices Across the Three Elements of Survey Question Design<\/strong><\/h3>\n<table style=\"border-collapse: collapse;width: 100%\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 14.1026%\"><span style=\"font-weight: 400\">Type\u00a0<\/span><\/td>\n<td style=\"width: 85.7372%\"><span style=\"font-weight: 400\">Best Practices\u00a0<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 14.1026%\"><span style=\"font-weight: 400\">Question Wording<\/span><\/td>\n<td style=\"width: 85.7372%\"><span style=\"font-weight: 400\">1. Keep wording specific and concise. <\/span><span style=\"font-weight: 400\"><br \/><\/span><span style=\"font-weight: 400\">2. Ask direct questions and build the scale into the question. <\/span><span style=\"font-weight: 400\"><br \/><\/span><span style=\"font-weight: 400\">3. Avoid <\/span><a href=\"https:\/\/help.surveyanyplace.com\/en\/support\/solutions\/articles\/35000042310-double-barreled-question\"><span style=\"font-weight: 400\">double-barreled<\/span><\/a><span style=\"font-weight: 400\"> questions. <\/span><span style=\"font-weight: 400\"><br \/><\/span><span style=\"font-weight: 400\">4. Avoid leading words such as \u201cshould,\u201d \u201ccould,\u201d or \u201cfeel.\u201d<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 14.1026%\"><span style=\"font-weight: 400\">Response Options<\/span><\/td>\n<td style=\"width: 85.7372%\">\n<p><span style=\"font-weight: 400\">5. Provide comprehensive response options.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">6. Ensure questions have mutually exclusive answer choices.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">7. Use a graded scale of response options. (ex. 0=poor, 5=great)\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">9. Orient <\/span><a href=\"https:\/\/www.surveymonkey.com\/mp\/presenting-your-rating-scales-numbered-versus-worded-lists\/?program=7013A000000mweBQAQ&amp;utm_bu=CR&amp;utm_campaign=71700000063500204&amp;utm_adgroup=58700005673976109&amp;utm_content=39700051703508296&amp;utm_medium=cpc&amp;utm_source=adwords&amp;utm_term=p51703508296&amp;utm_kxconfid=s4bvpi0ju&amp;language=&amp;test=&amp;gclid=CjwKCAjwtdeFBhBAEiwAKOIy5xupj4xnoQVe1Qwop4nEtqGS2u9oMF5AwCpFn9UiA6-5SA10uOhBMBoCMAIQAvD_BwE&amp;gclsrc=aw.ds\"><span style=\"font-weight: 400\">response scales<\/span><\/a><span style=\"font-weight: 400\"> consistently.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">10. Randomize answer choices that lack implicit ordering.<\/span><\/p>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 14.1026%\"><span style=\"font-weight: 400\">Question Selection<\/span><\/td>\n<td style=\"width: 85.7372%\">\n<p><span style=\"font-weight: 400\">11. Only request necessary information.<\/span><\/p>\n<p><span style=\"font-weight: 400\">12. Tap into reliable or validated questions.<\/span><\/p>\n<p><span style=\"font-weight: 400\">13. Use open-ended questions strategically. These are questions that require the respondent to elaborate on their points and they typically cannot be quantified. Obtaining feedback in the customer\u2019s own words is still valuable but these questions should be paired with a longer list of closed questions to ensure you\u2019re gaining quantifiable results.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">14. Avoid grid and matrix-style questions and answer choices.<\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><em><span style=\"font-weight: 400\">Source: Qualtrics XM institute\u00a0<\/span><\/em><\/p>\n<p><em><span style=\"font-weight: 400\">Expert Tip: The best way to send out surveys is as a link within an SMS. Why SMS? The format still carries a lot of trust; the <\/span><a href=\"https:\/\/www.gartner.com\/en\/marketing\/insights\/articles\/tap-into-the-marketing-power-of-sms\"><span style=\"font-weight: 400\">SMS response rate is an impressive 45 percent<\/span><\/a><span style=\"font-weight: 400\">, compared with just 6 percent for email.<\/span><\/em><\/p>\n<p>[\/et_pb_text][et_pb_image src=&#8221;\/blog\/wp-content\/uploads\/sites\/6\/2025\/07\/Tools-and-Techniques.webp&#8221; alt=&#8221;Tools and Techniques&#8221; title_text=&#8221;unnamed (8)&#8221; align=&#8221;center&#8221; force_fullwidth=&#8221;on&#8221; admin_label=&#8221;Tools image&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][et_pb_text admin_label=&#8221;Tools and techniques&#8221; module_id=&#8221;tools-and-techniques&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2><span style=\"font-weight: 400;\">Tools and Techniques<\/span><\/h2>\n<h3><span style=\"font-weight: 400;\">Action on Your Results\u00a0\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u201cWe care about our partners and what local businesses say about working with our partners,\u201d says Vendasta Success Growth Team Lead Andrew Carson.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cIf we see a low <\/span><a href=\"https:\/\/www.qualtrics.com\/experience-management\/customer\/net-promoter-score\/\"><span style=\"font-weight: 400;\">Net Promoter Score (NPS)<\/span><\/a><span style=\"font-weight: 400;\"> come through, we&#8217;re reaching out to our partners to better understand what we can do to improve their experience with Vendasta and what caused\u00a0 you to choose that low score. I feel like it\u2019s something that really separates us from other providers, &#8221; Carson says.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Try These Free and Easy-to-Use Survey Tools to Gain Customer Insights<\/span><\/h3>\n<table>\n<tbody>\n<tr>\n<td style=\"width: 505.575px;\"><span style=\"font-weight: 400;\">Solution<\/span><\/td>\n<td style=\"width: 458.188px;\"><span style=\"font-weight: 400;\">Advantages\u00a0<\/span><\/td>\n<td style=\"width: 263.837px;\"><span style=\"font-weight: 400;\">Disadvantages\u00a0<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 505.575px;\"><a href=\"https:\/\/www.google.com\/forms\/about\/\"><span style=\"font-weight: 400;\">Google Forms<\/span><\/a> <span style=\"font-weight: 400;\">allows you to create unlimited surveys, with unlimited questions, and receive unlimited responses. Plus you can custom design your forms to meet your specific needs and export data to Google Sheets for results analysis.<\/span><\/td>\n<td style=\"width: 458.188px;\">\n<p><span style=\"font-weight: 400;\">\u2714 Easy to edit user interface<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">\u2714 Flexible sharing options<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u2714 <\/span><span style=\"font-weight: 400;\">Easy to access data for collection and export<\/span><\/p>\n<\/td>\n<td style=\"width: 263.837px;\"><span style=\"font-weight: 400;\">\u2718 Design not as customizable as other tools<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">\u2718 Not suitable for more complex needs<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 505.575px;\"><a href=\"https:\/\/www.surveymonkey.com\/\"><span style=\"font-weight: 400;\">Survey Monkey<\/span><\/a> <span style=\"font-weight: 400;\">Probably the most well known name in the realm of online survey tools, Survey Monkey is an obvious contender. The system is well designed, fairly easy to use, and you can embed surveys.<\/span><\/td>\n<td style=\"width: 458.188px;\">\n<p><span style=\"font-weight: 400;\">\u2714 Secure and confidential<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">\u2714 Robust analytics<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u2714 <\/span><span style=\"font-weight: 400;\">Good options for personalization<\/span><\/p>\n<\/td>\n<td style=\"width: 263.837px;\"><span style=\"font-weight: 400;\">\u2718 Lacks functionality to send to send reminders to individual users <\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">\u2718 Website embed codes not as seamless as other tools<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 505.575px;\"><a href=\"https:\/\/www.sogosurvey.com\/\"><span style=\"font-weight: 400;\">SoGoSurvey<\/span><\/a><span style=\"font-weight: 400;\"> has unique features that allow you to create multilingual surveys, customizability, and even branching logic. Their comprehensive reporting program focuses on treating feedback as a vital aspect of a business&#8217; growth.<\/span><\/td>\n<td style=\"width: 458.188px;\">\n<p><span style=\"font-weight: 400;\">\u2714 Customizable design\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u2714 Wide range of question formats<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u2714 Multiple distribution options<\/span><\/p>\n<\/td>\n<td style=\"width: 263.837px;\"><span style=\"font-weight: 400;\">\u2718 Robust solution that can\u00a0 take time to learn<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 505.575px;\"><a href=\"https:\/\/www.surveylegend.com\/\"><span style=\"font-weight: 400;\">SurveyLegend<\/span><\/a> <span style=\"font-weight: 400;\">is a platform that allows users to create beautiful, easy to use surveys and includes optimization for mobile devices, like tablets and other smartphones. It&#8217;s used by major brands like Samsung, Groupon, and AirBnB.<\/span><\/td>\n<td style=\"width: 458.188px;\">\n<p><span style=\"font-weight: 400;\">\u2714 Vivid and professional graphic design<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u2714 User-friendly<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">\u2714 Easy to share\u00a0<\/span><\/p>\n<\/td>\n<td style=\"width: 263.837px;\"><span style=\"font-weight: 400;\">\u2718 Better support options are needed <\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">\u2718 Free version is limited compared to other tools<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 505.575px;\"><a href=\"https:\/\/delighted.com\/pricing\"><span style=\"font-weight: 400;\">Delighted<\/span><\/a><span style=\"font-weight: 400;\"> by Qualtrics offers six different types of survey options: NPS, customer satisfaction, smiley surveys, customer effort score, and thumbs up\/down surveys. <\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/td>\n<td style=\"width: 458.188px;\">\n<p><span style=\"font-weight: 400;\">\u2714 Simple and easy to use<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">\u2714 Robust data export options<\/span><\/p>\n<\/td>\n<td style=\"width: 263.837px;\"><span style=\"font-weight: 400;\">\u2718 Customer support needs improvement\u00a0<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Explore expert insights for Customer Success Measurement with details on key financial, support and performance metrics to improve customer satisfaction.<\/p>\n","protected":false},"author":86,"featured_media":122828,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[140],"tags":[132,518,72,519,511,520,121,81,475,82,84,521,505],"class_list":["post-32716","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sales","tag-crm","tag-crm-platform","tag-customer-experience","tag-customer-relationship-management","tag-customer-satisfaction","tag-customer-success-measurement","tag-saas","tag-saas-platform","tag-saas-sales","tag-selling-saas","tag-white-label-business-opportunities","tag-white-label-content-creation","tag-white-label-agency"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Success Metrics | Measuring Customer Obsession<\/title>\n<meta name=\"description\" content=\"Explore expert insights for customer success metrics with details on key financial, support and performance metrics to improve customer satisfaction.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Success Metrics: Measuring Customer Obsession\" \/>\n<meta property=\"og:description\" content=\"Explore expert insights for customer success metrics with details on key financial, support and performance metrics to improve customer satisfaction.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/\" \/>\n<meta property=\"og:site_name\" content=\"Vendasta Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/vendasta\" \/>\n<meta property=\"article:published_time\" content=\"2021-07-26T17:49:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-09T01:13:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"667\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Nicole Lauzon\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@vendasta\" \/>\n<meta name=\"twitter:site\" content=\"@vendasta\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nicole Lauzon\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/\"},\"author\":{\"name\":\"Nicole Lauzon\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/#\/schema\/person\/6f6a5e41e9e75777c14281a71c468926\"},\"headline\":\"Customer Success Metrics: Measuring Customer Obsession\",\"datePublished\":\"2021-07-26T17:49:08+00:00\",\"dateModified\":\"2026-01-09T01:13:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/\"},\"wordCount\":1657,\"publisher\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp\",\"keywords\":[\"CRM\",\"CRM platform\",\"customer experience\",\"customer relationship management\",\"customer satisfaction\",\"customer success measurement\",\"Saas\",\"SaaS platform\",\"saas sales\",\"selling saas\",\"white label business opportunities\",\"white label content creation\",\"white-label agency\"],\"articleSection\":[\"Sales\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/\",\"url\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/\",\"name\":\"Customer Success Metrics | Measuring Customer Obsession\",\"isPartOf\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp\",\"datePublished\":\"2021-07-26T17:49:08+00:00\",\"dateModified\":\"2026-01-09T01:13:56+00:00\",\"description\":\"Explore expert insights for customer success metrics with details on key financial, support and performance metrics to improve customer satisfaction.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#primaryimage\",\"url\":\"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp\",\"contentUrl\":\"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp\",\"width\":1920,\"height\":667,\"caption\":\"Customer Success Metrics\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Vendasta\",\"item\":\"https:\/\/www.vendasta.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Blog\",\"item\":\"https:\/\/www.vendasta.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Customer Success Metrics: Measuring Customer Obsession\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/#website\",\"url\":\"https:\/\/www.vendasta.com\/blog\/\",\"name\":\"Vendasta Blog\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.vendasta.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/#organization\",\"name\":\"Vendasta\",\"url\":\"https:\/\/www.vendasta.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2026\/04\/vendasta-icon-transp.png\",\"contentUrl\":\"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2026\/04\/vendasta-icon-transp.png\",\"width\":715,\"height\":715,\"caption\":\"Vendasta\"},\"image\":{\"@id\":\"https:\/\/www.vendasta.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/vendasta\",\"https:\/\/x.com\/vendasta\",\"https:\/\/www.instagram.com\/vendasta\/\",\"https:\/\/www.linkedin.com\/company\/vendasta\/\"],\"description\":\"Vendasta is an AI customer acquisition and engagement platform.\",\"email\":\"marketing@vendasta.com\",\"legalName\":\"Vendasta Technologies Limited\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/#\/schema\/person\/6f6a5e41e9e75777c14281a71c468926\",\"name\":\"Nicole Lauzon\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.vendasta.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/722d00e1b5b35961eb1ea6a938de5214a5fa9f668dec4adda0e615afc13d9fa8?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/722d00e1b5b35961eb1ea6a938de5214a5fa9f668dec4adda0e615afc13d9fa8?s=96&d=mm&r=g\",\"caption\":\"Nicole Lauzon\"},\"description\":\"Nicole Lauzon is a Content Marketing Manager at Vendasta and has spent the last decade of her career helping local businesses tell their stories. Kickstarting her professional journey as a writer and producer for a major Canadian television network, Nicole would later spend five years as a PR Agency Creative Director, managing brand journalism, social media, blog and video content for corporate, non-profit and local business clients. Whether Nicole is marinating over her next piece of writing or enjoying some down time with her family, she likes doing it in floral print.\",\"url\":\"https:\/\/www.vendasta.com\/blog\/author\/nlauzon\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Customer Success Metrics | Measuring Customer Obsession","description":"Explore expert insights for customer success metrics with details on key financial, support and performance metrics to improve customer satisfaction.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/","og_locale":"en_US","og_type":"article","og_title":"Customer Success Metrics: Measuring Customer Obsession","og_description":"Explore expert insights for customer success metrics with details on key financial, support and performance metrics to improve customer satisfaction.","og_url":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/","og_site_name":"Vendasta Blog","article_publisher":"https:\/\/www.facebook.com\/vendasta","article_published_time":"2021-07-26T17:49:08+00:00","article_modified_time":"2026-01-09T01:13:56+00:00","og_image":[{"width":1920,"height":667,"url":"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp","type":"image\/webp"}],"author":"Nicole Lauzon","twitter_card":"summary_large_image","twitter_creator":"@vendasta","twitter_site":"@vendasta","twitter_misc":{"Written by":"Nicole Lauzon","Est. reading time":"7 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#article","isPartOf":{"@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/"},"author":{"name":"Nicole Lauzon","@id":"https:\/\/www.vendasta.com\/blog\/#\/schema\/person\/6f6a5e41e9e75777c14281a71c468926"},"headline":"Customer Success Metrics: Measuring Customer Obsession","datePublished":"2021-07-26T17:49:08+00:00","dateModified":"2026-01-09T01:13:56+00:00","mainEntityOfPage":{"@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/"},"wordCount":1657,"publisher":{"@id":"https:\/\/www.vendasta.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#primaryimage"},"thumbnailUrl":"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp","keywords":["CRM","CRM platform","customer experience","customer relationship management","customer satisfaction","customer success measurement","Saas","SaaS platform","saas sales","selling saas","white label business opportunities","white label content creation","white-label agency"],"articleSection":["Sales"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/","url":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/","name":"Customer Success Metrics | Measuring Customer Obsession","isPartOf":{"@id":"https:\/\/www.vendasta.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#primaryimage"},"image":{"@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#primaryimage"},"thumbnailUrl":"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp","datePublished":"2021-07-26T17:49:08+00:00","dateModified":"2026-01-09T01:13:56+00:00","description":"Explore expert insights for customer success metrics with details on key financial, support and performance metrics to improve customer satisfaction.","breadcrumb":{"@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#primaryimage","url":"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp","contentUrl":"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2021\/07\/Customer-Success-Metrics.webp","width":1920,"height":667,"caption":"Customer Success Metrics"},{"@type":"BreadcrumbList","@id":"https:\/\/www.vendasta.com\/blog\/customer-success-metrics\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Vendasta","item":"https:\/\/www.vendasta.com\/"},{"@type":"ListItem","position":2,"name":"Blog","item":"https:\/\/www.vendasta.com\/blog\/"},{"@type":"ListItem","position":3,"name":"Customer Success Metrics: Measuring Customer Obsession"}]},{"@type":"WebSite","@id":"https:\/\/www.vendasta.com\/blog\/#website","url":"https:\/\/www.vendasta.com\/blog\/","name":"Vendasta Blog","description":"","publisher":{"@id":"https:\/\/www.vendasta.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.vendasta.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.vendasta.com\/blog\/#organization","name":"Vendasta","url":"https:\/\/www.vendasta.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.vendasta.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2026\/04\/vendasta-icon-transp.png","contentUrl":"https:\/\/www.vendasta.com\/blog\/wp-content\/uploads\/sites\/6\/2026\/04\/vendasta-icon-transp.png","width":715,"height":715,"caption":"Vendasta"},"image":{"@id":"https:\/\/www.vendasta.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/vendasta","https:\/\/x.com\/vendasta","https:\/\/www.instagram.com\/vendasta\/","https:\/\/www.linkedin.com\/company\/vendasta\/"],"description":"Vendasta is an AI customer acquisition and engagement platform.","email":"marketing@vendasta.com","legalName":"Vendasta Technologies Limited"},{"@type":"Person","@id":"https:\/\/www.vendasta.com\/blog\/#\/schema\/person\/6f6a5e41e9e75777c14281a71c468926","name":"Nicole Lauzon","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.vendasta.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/722d00e1b5b35961eb1ea6a938de5214a5fa9f668dec4adda0e615afc13d9fa8?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/722d00e1b5b35961eb1ea6a938de5214a5fa9f668dec4adda0e615afc13d9fa8?s=96&d=mm&r=g","caption":"Nicole Lauzon"},"description":"Nicole Lauzon is a Content Marketing Manager at Vendasta and has spent the last decade of her career helping local businesses tell their stories. Kickstarting her professional journey as a writer and producer for a major Canadian television network, Nicole would later spend five years as a PR Agency Creative Director, managing brand journalism, social media, blog and video content for corporate, non-profit and local business clients. Whether Nicole is marinating over her next piece of writing or enjoying some down time with her family, she likes doing it in floral print.","url":"https:\/\/www.vendasta.com\/blog\/author\/nlauzon\/"}]}},"_links":{"self":[{"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/posts\/32716","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/users\/86"}],"replies":[{"embeddable":true,"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/comments?post=32716"}],"version-history":[{"count":8,"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/posts\/32716\/revisions"}],"predecessor-version":[{"id":23398470,"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/posts\/32716\/revisions\/23398470"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/media\/122828"}],"wp:attachment":[{"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/media?parent=32716"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/categories?post=32716"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.vendasta.com\/blog\/wp-json\/wp\/v2\/tags?post=32716"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}