Here are 100 important metrics for analyzing customer satisfaction on SayPro’s platform:

1. Customer Satisfaction Score (CSAT)

The direct rating given by customers after an interaction or transaction.

2. Net Promoter Score (NPS)

Measures customer loyalty and how likely they are to recommend SayPro.

3. Customer Effort Score (CES)

How much effort customers need to put in to solve an issue with SayPro.

4. First Response Time

The average time it takes for SayPro’s support team to respond to a customer inquiry.

5. Resolution Time

The average time it takes to resolve customer issues after an inquiry is made.

6. Customer Retention Rate

The percentage of customers that continue to use SayPro’s platform over a given time period.

7. Churn Rate

The percentage of customers who stop using SayPro’s platform in a given period.

8. Customer Lifetime Value (CLV)

The predicted net profit a customer will generate over the duration of their relationship with SayPro.

9. Customer Satisfaction by Channel

Satisfaction levels segmented by different channels (email, phone, live chat, etc.).

10. Complaint Frequency

The frequency with which customers lodge complaints or express dissatisfaction.

11. Product/Service Usability Rating

A rating from customers on how easy it is to use SayPro’s platform or services.

12. Feature Request Rate

The frequency of customers requesting new features or changes.

13. Support Ticket Volume

The total number of customer support tickets created in a given period.

14. Support Ticket Resolution Rate

The percentage of customer support tickets resolved successfully.

15. Feedback Response Rate

The percentage of customers who respond to satisfaction surveys or feedback requests.

16. Support Escalation Rate

The percentage of support cases that are escalated to higher levels of customer service.

17. Customer Engagement Rate

Measures how often and how actively customers engage with SayPro’s platform or content.

18. Social Media Sentiment

The overall positive, neutral, or negative sentiment expressed by customers on social media platforms.

19. Customer Compliment Rate

The percentage of customers who provide positive feedback or compliments.

20. Repeat Customer Rate

The percentage of customers who make repeat purchases or engage with SayPro multiple times.

21. Customer Feedback Analysis

Sentiment and themes analysis of customer feedback to understand satisfaction drivers.

22. Return Rate

The percentage of products or services that customers return or discontinue.

23. Abandonment Rate

The percentage of customers who abandon their shopping cart or cancel a process before completing it.

24. Conversion Rate

The percentage of visitors or leads who complete a desired action (e.g., sign up, purchase).

25. Customer Support Satisfaction Score

Satisfaction score based on customer interactions with support representatives.

26. Customer Advocacy Index

A measure of how likely customers are to advocate for the brand or platform.

27. Customer Review Rating

Average customer rating for products or services based on online reviews.

28. Customer Engagement on Help Center/FAQ

How frequently customers access the help center or FAQ section and how satisfied they are.

29. Email Open Rate

The percentage of customers who open customer service or marketing emails sent by SayPro.

30. Email Click-Through Rate (CTR)

The percentage of customers who click on links in customer service or marketing emails.

31. Customer Sentiment Score

The overall sentiment score derived from customer feedback and survey responses.

32. Online Review Volume

The number of online reviews or feedback submitted by customers over a set period.

33. Live Chat Satisfaction Score

Customer satisfaction with live chat support, often measured immediately post-chat.

34. Support Agent Satisfaction

How satisfied customers are with the performance of support agents.

35. Cross-Sell and Upsell Conversion Rate

The success rate of recommending additional or premium products to customers.

36. Average Handle Time (AHT)

The average time it takes for support agents to resolve a customer issue.

37. First Contact Resolution Rate (FCR)

The percentage of issues resolved on the first interaction with the customer.

38. Customer Service Accessibility Score

How easy it is for customers to reach support or access help.

39. Ease of Navigating Platform

Customer rating on the ease of navigating through SayPro’s platform or website.

40. Customer Knowledge Base Satisfaction

Satisfaction with the knowledge base or help articles provided on the platform.

41. Mobile App Rating

The rating given by customers using SayPro’s mobile app on app stores.

42. Account Setup Satisfaction

The customer satisfaction level with the initial account setup or onboarding process.

43. Transaction Satisfaction

The satisfaction level after completing a transaction, such as a purchase or sign-up.

44. Complaint Resolution Satisfaction

Customer satisfaction after their complaint or issue has been resolved.

45. Customer Survey Completion Rate

The percentage of customers who complete a survey after an interaction or experience.

46. Customer Trust Level

How much trust customers have in SayPro’s brand, products, and services.

47. Service Availability Rating

Customer satisfaction with the availability and uptime of the service/platform.

48. Ease of Return/Refund Process

Customer satisfaction with the process of returning products or requesting refunds.

49. Customer Satisfaction over Time

Tracking how customer satisfaction evolves over specific time periods.

50. Response Accuracy

How accurate and helpful the information provided to customers is during interactions.

51. Post-Service Survey Satisfaction

Customer satisfaction levels after the service has been delivered or interaction concluded.

52. Customer Advocacy Actions

Number of customers who take additional steps to promote SayPro, such as sharing on social media.

53. Satisfaction with Updates and New Features

How happy customers are with new product or platform updates.

54. Product Return Reason Analysis

Tracking reasons why customers return products to identify areas of improvement.

55. Discount/Promo Satisfaction

Customer satisfaction with discounts or promotional offers provided by SayPro.

56. Customer Satisfaction with Personalization

How satisfied customers are with the personalized experiences provided on SayPro’s platform.

57. Customer Waiting Time Satisfaction

Customer satisfaction with the waiting time for service or support.

58. Customer Sentiment via Social Listening

Analyzing customer sentiment from social media platforms using tools like social listening.

59. Customer Satisfaction by Demographics

Analyzing satisfaction scores based on customer demographics like age, location, etc.

60. Onboarding Completion Rate

Percentage of customers who successfully complete the onboarding process.

61. Customer Satisfaction by Product Type

Breakdown of customer satisfaction by specific products or service offerings.

62. Satisfaction with Customer Loyalty Programs

Satisfaction levels of customers who are part of loyalty or rewards programs.

63. Customer Referral Rate

The percentage of customers who refer others to SayPro’s platform.

64. Complaint Frequency by Product

Tracking the frequency of complaints associated with specific products or services.

65. Time to Value (TTV)

Time it takes for customers to realize the value of using SayPro’s platform or products.

66. Customer Happiness Score

A measure of the overall happiness of customers based on surveys and feedback.

67. Support Knowledge Accuracy

How accurate and helpful the information from customer support is perceived to be.

68. Customer Satisfaction with Billing

Customer satisfaction related to billing and payment processes on SayPro.

69. Service Level Agreement (SLA) Compliance

Percentage of support interactions that are completed within the specified time limits in the SLA.

70. Customer Satisfaction with Account Management

Satisfaction with the account management services or interactions.

71. Social Media Engagement Rate

How often customers engage with SayPro’s social media posts (likes, shares, comments).

72. Customer Experience Score (CES)

A combined score that assesses the overall customer experience with the platform.

73. Customer Interaction Volume

The total number of customer interactions across support, sales, and engagement channels.

74. Feature Utilization Rate

How frequently customers use specific features of SayPro’s platform or products.

75. Ease of Access to Support

Customer satisfaction with the ease of getting support (e.g., through live chat, phone, email).

76. Satisfaction with Communication Clarity

Satisfaction with the clarity and comprehensibility of communications received from SayPro.

77. Satisfaction with User Interface (UI)

Customer satisfaction with the overall user interface design and navigation.

78. Response Follow-Up Satisfaction

Satisfaction with the follow-up response after an initial support interaction.

79. Customer Experience with Account Changes

Satisfaction with the process of making changes to accounts or settings.

80. Customer Satisfaction with Payment Options

How satisfied customers are with the available payment methods and ease of payment.

81. Self-Service Success Rate

The percentage of customers who successfully resolve issues using self-service tools or FAQs.

82. Customer Engagement with Product Updates

Customer interest and engagement with updates to products or services.

83. Customer Loyalty Program Participation Rate

Percentage of customers enrolled in and actively participating in loyalty programs.

84. Cost Per Customer Acquisition (CAC) Satisfaction

Satisfaction with the value received relative to the cost of acquiring the customer.

85. Customer Experience with Product Delivery

Satisfaction with the delivery experience, including speed, condition of product, and communication.

86. Customer Satisfaction with Technical Support

Customer satisfaction with the quality and effectiveness of technical support.

87. Customer Satisfaction with Return Process

How satisfied customers are with the process of returning a product.

88. Customer Experience with Checkout Process

Satisfaction with the checkout experience, including ease and speed.

89. Customer Satisfaction with Communication Speed

How quickly customers receive a response to inquiries.

90. Customer Satisfaction with Platform Speed

How satisfied customers are with the performance and loading speed of the platform.

91. Customer Interaction Satisfaction by Channel

Satisfaction levels segmented by specific communication channels (phone, email, chat).

92. Support Satisfaction Post-Resolution

Satisfaction levels after an issue has been resolved and the customer

is following up.

93. Satisfaction with Product Variety

Customer satisfaction with the range of products available on the platform.

94. Customer Effort in Troubleshooting

Satisfaction with the level of effort required by customers to troubleshoot issues.

95. Customer Sentiment on Email Campaigns

Satisfaction levels with email marketing and promotional campaigns.

96. Product Purchase Satisfaction

Customer satisfaction with the purchase experience on SayPro’s platform.

97. Customer Satisfaction with User Documentation

How satisfied customers are with user manuals or other official documentation.

98. Customer Support Team Performance

Overall satisfaction with the performance of the customer support team.

99. Onboarding Satisfaction

Customer satisfaction with the onboarding process for new users of SayPro’s platform.

100. Customer Satisfaction with Communication Transparency

Satisfaction with the level of transparency in communication (e.g., in case of issues or delays).