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44 Examples of Service Metrics

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Service metrics are measurements of service marketing and the customer experience surrounding services. This includes measures of revenue, cost, marketing effectiveness, customer behavior, customer perceptions, service quality and service operations. Service metrics are commonly used to evaluate the performance of strategies, teams and partners. They can also be benchmarked against competitors, industry averages or internal results. The following are common examples of service metrics.
Customer Satisfaction
Net Promoter Score
Customer Effort Score
Customer Acquisition Cost
Customer Lifetime Value
Revenue Per Customer
Monthly Recurring Revenue
Gross Margins
Cost Per Customer
Cost Per Transaction
Revenue Growth
Subscription Growth
Market Share
Market Coverage
Conversion Rate
Win Rate
Share of Wallet
Brand Recognition
Brand Awareness
Time to Market
Service Enhancement Impact
New Service Revenue
Customer Retention Rate
Customer Loyalty
Renewal Rate
Customer Referral Rate
Active Customers
Average Engagement Time
Service Usage Frequency
Feature Adoption Rate
Account Activation Rate
Onboarding Completion Rate
Service Availability
Service Uptime
Service Performance
Average Resolution Time
First Response Time
Ticket Escalation Rate
Support Satisfaction Rate
Feedback Volume
Feedback Sentiment
SLA Compliance Rate
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Many of the metrics above are explained here:
Active Customers
Brand Awareness
Brand Recognition
Conversion Rate
Customer Loyalty
Gross Margins
Market Share
Revenue Examples
Revenue Growth
Service Marketing
Service Metrics
Share Of Wallet
Time To Market
Win Rate
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