Customer Service Metrics and KP

Welcome to the Customer Service Metrics and KPI Calculator!

This worksheet contains pre-made calculator templates for you to determine your key custom
metrics.

Once you go through and complete all the tabs, make sure you revisit this work book ever we
business is improving in its customer service efforts.

Want more advice on mastering your customer serv

Jump to a Section
Net Promoter Score (NPS)
Customer Acquisition Cost (CAC)
Customer Lifetime Value (CLV)
CAC-to-CLV
Customer Satisfaction Score (CSAT)
Customer Effort Score (CES)
Customer Retention Rate
Revenue Churn
First Contact Resolution
Average Ticket Time
cs and KPI Calcu

determine your key customer service, support, and satisfaction

isit this work book ever week, month, or quarter to see how your

stering your customer service and success strategy? Click below to subscribe to HubSpot's Service
Blog!
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Net Promoter Score (N
NPS, short for net promoter score, is a metric that calculates how likely a cus
Count the number of promoters, passives, and detractors you have, and ent
respondents gave you a 10 and 30 gave you a 9, you would have 42 promot
the percentage of promoters to give an NPS. Anything above zero is good, w
What is NPS? improvements for a better customer experience.

To get the raw data, send out a survey to existing customers, asking them to
How to Get Data product or service to a friend or colleague.

Read More Here https://blog.hubspot.com/service/what-is-nps

Promoter (9 & 10)

Passive (7 & 8)
Detractor (0-6)
Total Responses 0

NPS Score #DIV/0!

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ulates how likely a customer is to recommend your company or product.
ors you have, and enter those numbers in the cells below (i.e. if 12
would have 42 promoters). The percentage of detractors is subtracted from
above zero is good, while anything below zero suggests you need to make

omers, asking them to rate how likely they would be to recommend your
Customer Acquisition Cost (CAC

Customer acquisition cost, or CAC, is the amount of money spent on sales an

company's total sales and marketing spend and dividing it by the number of
or all time,and is helpful to compare the effectiveness of different marketing
What is CAC? marketing and sales teams are efficient and properly scaled.

Read More Here https://blog.hubspot.com/service/customer-acquisition

Amount Spent on Sales & Marketing $ -

New Customers Acquired 1
Customer Acquisition Cost $ -

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f money spent on sales and marketing required to close a deal. It is calculated by summing a
viding it by the number of new customers. Companies can calculate CAC for a given time period
ess of different marketing tactics and strategies. A lower CAC is better, as it suggests your
rly scaled.
by summing a
iven time period
ggests your
Customer Lifetime Value (CLV)
Customer lifetime value equates to revenue an average customer will provid
are a few different equations used to calculate CLV, but for our purposes, we
What is CLV? annual revenue by the average lifespan of a customer.

Read More Here https://blog.hubspot.com/service/how-to-calculate-customer-lifetime-value

Average Annual Revenue Per Customer$ - Per Year

Average Lifetime of Customer 0 Years
Customer Lifetime Value $ -

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age customer will provide a company before they discontinue their patronage. There
but for our purposes, we'll be using the simple CLV formula to multiply average
er.

stomer-lifetime-value
CAC-to-CLV
This metric compares the customer's acquisition cost to the revenue th
know if customers churn before they start contributing profit to the com
What is CAC-to-CLV? discover if they need to invest more in customer support tools if this is

Refer to the metrics calculated on the previous two tabs, which will be
How to Get Data You can also enter the numbers manually if you have them recorded.

Read More Here https://blog.hubspot.com/service/saas-metrics

Customer Acquisition Cost $ -

Customer Lifetime Value $ -
CAC-to-CLV $ -

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ost to the revenue that customer will provide over time. It helps businesses
ting profit to the company. Support leaders can use this information to
upport tools if this is the case.

o tabs, which will be entered on this tab if they've already been determined.
ve them recorded.
Customer Satisfaction Score (
Similar to NPS, customer satisfaction score (CSAT) measures how happy you
recieves, and the CSAT will appear in the labeled cell. If you run a survey fro
What is CSAT? scale blank

How to Get Data Run a survey asking customers how satisfied they are on a sale from 1 to up

Read More Here https://blog.hubspot.com/service/customer-satisfaction-score

Score Number of Responses

1 0
2 0
3 30 90
4 11 44
5 23 115
6 0
7 0
8 0
9 0
10 0
Total 64
CSAT 3.9 100%
3.890625
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T) measures how happy your customers are. Enter how many responses each option
d cell. If you run a survey from 1-5, 1-7, etc., leave the cells outside the range of the

ey are on a sale from 1 to up to 10.

faction-score
Customer Effort Score (CE
Customer effort score (CES) is a metric to show how much effort was require
and/or find information they're looking for. A low CES might suggest custome
recources they need, indicating your company may need a knowledge base
What is CES? documentation to be stored.

You can prompt CES surveys on customer training/documentation pages, aft

How to Get Data in customer support emails.

Read More Here https://blog.hubspot.com/service/customer-effort-score

Score Number of Responses

Very Difficult 0
Difficult 0
Neither 0
Simple 0
Very Simple 0
Total 0
CSAT #DIV/0!

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ow much effort was required from customers to solve a problem
CES might suggest customers take a lond time to find the
ay need a knowledge base for easy problem-solving

/documentation pages, after support phone calls, on chatbots, or

Customer Retention Rate
Retention rate is a metric used to see how many customers have stop
What is Retention Rate?subscription, or patronage. A low churn rate is good – that means you

How to Get Data Choose a specific period of time – one year, one month, all time, etc.

Read More Here https://blog.hubspot.com/service/customer-retention

Customers at the Start of the Period 0

Customers at the End of the Period 0
New Customers Acquired in the Period 0
Customer Retention Rate #DIV/0!

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w many customers have stopped coming to your business or have cancelled their membership,
te is good – that means you're keeping most of your clients and customers happy.

ar, one month, all time, etc. – and be consistent in entering the metrics from that time for accuracy.

r-retention
ir membership,
py.

at time for accuracy.

Revenue Chrun
What is Revenue Churn?Revenue churn reveals how much revenue was lost in a given period.

How to Get Data Choose a specific period of time – one year, one month, all time, etc.

Read More Here https://blog.hubspot.com/service/customer-retention-metrics

Starting MRR or ARR $ -

Ending MRR or ARR $ -
Total New ARR $ -
Total Revenue Chu #DIV/0!

Note: If the number above is in parentheses, that's good! It shows you

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lost in a given period. For subscription-based companies, this is an important metric to calculate.

e month, all time, etc. – and be consistent in entering the metrics from that time for accuracy.

ntion-metrics

at's good! It shows you had a negative churn, meaning your revenue actually
 metric to calculate.

me for accuracy.
First Contact Resolution
First Contact Resolution Rate highlights how often support cases are closed o
needs to revisit the problem, it could have a negative impact on customer sa
What is FCR? top priority for support.

Choose the amount of tickets/incidents from a specific period of time – one y

How to Get Data from that time for accuracy.

Read More Here https://blog.hubspot.com/service/customer-support-team

Total Tickets Closed, Including Those Reopened

Total Tickets Reopened
Total Incidents, Including Resolved, Reopened, and Unresolve
First Contact Resolution Rate

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pport cases are closed on their first attempt. If a case is not resolved quickly, or if a customer
e impact on customer satisfaction, so getting this number as close to 100% as possible should be a

fic period of time – one year, one month, all time, etc. – and be consistent in entering the metrics

0
0
0
#DIV/0!
 if a customer
possible should be a

ering the metrics

Average Ticket Time
Average ticket time looks at how long it takes for a customer's complaint, req
the most important metrics to help find this number is labor hours, which can
What is Average customer service work different hours. Below, choose the time frame that wo
Ticket Time? resolved in a given time period.

Read More Here https://blog.hubspot.com/service/customer-support-team

Full Time Daily

Employees Number of Tickets Resolved Today

Number of Employees Resolving Tickets

Daily Hours Worked by Each Employee

Total Hours Worked 0

Average Ticket Time #DIV/0! minutes

Part Time Daily

Employees Number of Tickets Resolved Today

Total Support Labor Hours on This Day

Average Ticket Time #DIV/0! minutes

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er's complaint, request, or question to be addressed accordingly. One of
r hours, which can vary drastically pending on if your employees in
me frame that works best to accurately gauge how many tickets are

Weekly
Number of Tickets Resolved This Week

Number of Employees Resolving Tickets

Weekly Hours Worked by Each Employee

Total Hours Worked This Week 0

Average Ticket Time #DIV/0! minutes

Weekly
Number of Tickets Resolved This Week

Total Support Labor Hours This Week

Average Ticket Time #DIV/0! minutes

Annually
Number of Tickets Resolved This Year

Number of Employees Resolving Tickets

Weekly Hours Worked by Each Employee

Total Hours Worked This Year 0

Average Ticket Time #DIV/0! minutes

Annually
Number of Tickets Resolved This Year

Total Support Labor Hours This Year

Average Ticket Time #DIV/0! minutes