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NPS = %Promoters – %Detractors

Objective : Aim for an NPS > 30 for a good brand image

NPS is one of the most powerful metrics for your sales CRM to increase sales and business.


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Customer Effort Score
The Customer Effort Score is another essential customer satisfaction measurement strategy. CRM KPIs differ from the Net Promoter Score.
It differs in that companies use it to measure customer kenya phone number list with the single interaction they have with the company.
The more effort expended on a single interaction, the lower the satisfaction level will be. For example, if customers have to wait several days for an answer to a simpler question, or even call multiple times for the same question, they are putting more effort into the interaction.

4. Renewal rate
The rate of business growth and new customer acquisition is measured by the renewal rate . For any subscription-based business, the strategy is to measure the percentage of customers.
These customers are the most likely to renew their contract at the end of each month.