📊 Client Success KPI
Key Performance Indicators — How We Measure Success
⭐ 5-Star Reviews
🔄 Repeat Rate
💬 Response Time
📋 KPI Overview
These KPIs measure the effectiveness of the Client Success role focusing on reviews, retention, and client satisfaction.
📊 Key Performance Indicators
5.0
Average client review rating
Sum of ratings / Total reviews
90%+
Clients who leave reviews
(Reviews / Deliveries) × 100
30%+
Clients who return
(Repeat / Total) × 100
< 4 hrs
Post-delivery support
Avg response time
< 1%
Orders refunded
(Refunds / Orders) × 100
10%+
Clients who refer others
(Referrals / Clients) × 100
📈 Performance Tracking
| KPI | Target | Measurement | Frequency |
|---|---|---|---|
| Average Rating | 5.0 | Review Platform | Per Review |
| Review Collection | 90%+ | Review Tracker | Weekly |
| Repeat Client Rate | 30%+ | CRM | Monthly |
| Response Time | < 4 hrs | Chat Analytics | Daily |
| Refund Rate | < 1% | Order System | Monthly |
| Referral Rate | 10%+ | Referral Tracking | Monthly |