metric category
Operations & Customer Success KPIs
Operations and customer success metrics cover the processes and performance standards that determine service quality, delivery reliability, and operational efficiency. CSAT, first response time, and escalation rate reflect the quality of every customer interaction; on-time delivery rate and fulfillment rate measure supply chain execution; and operational efficiency ratio captures how effectively the organization converts operational investment into output as it scales.
all definitions
All Operations & Customer Success Metrics Definitions (8 KPIs)
Customer Satisfaction Score
CSAT
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific in…
First Response Time
FRT
First Response Time (FRT) measures the average elapsed time between a customer submitting…
Ticket Resolution Time
Ticket Resolution Time measures the average elapsed time from when a support ticket is cre…
Escalation Rate
Escalation Rate measures the percentage of support tickets that cannot be resolved at the…
Inventory Turnover
Inventory Turnover measures how many times a company sells and replaces its inventory duri…
On-Time Delivery Rate
OTD
On-Time Delivery Rate (OTD) measures the percentage of orders or projects delivered to cus…
Fulfillment Rate
Fulfillment Rate measures the percentage of customer orders that can be completely filled…
Operational Efficiency Ratio
OER
Operational Efficiency Ratio (OER) measures the cost of running operations relative to the…
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