🏆 🎧 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
⭐ Average Rating
5.0
Average client review rating
Sum of ratings / Total reviews
Review Collection Rate
90%+
Clients who leave reviews
(Reviews / Deliveries) × 100
🔁 Repeat Client Rate
30%+
Clients who return
(Repeat / Total) × 100
↩️ Response Time
< 4 hrs
Post-delivery support
Avg response time
💸 Refund Rate
< 1%
Orders refunded
(Refunds / Orders) × 100
Referral Rate
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 |