Glossary

A clear, no-fluff glossary of SaaS KPIs. Click into any metric to explore what it means, why it matters, and how to act on it.

All
CX
Sales
Marketing
C
CSAT Survey Completion Rate
Measures how many users complete your CSAT survey compared to how many were asked.
CX
Churn Rate
Indicates the percentage of customers who stop using your product over a given time period.
CX
Churned MRR/ARR
Monthly or annual recurring revenue lost due to cancellations or customer downgrades.
Sales
Cohort Retention Analysis
Tracks how specific user cohorts retain over time, helping identify long-term product engagement patterns.
CX
Content Conversion Rate
The percentage of content viewers who complete a desired action, like sign-ups or purchases, indicating content effectiveness.
Marketing
Content Views
The number of times marketing content is viewed, showing reach and audience interest in educational or promotional materials.
Marketing
Contraction MRR/ARR
MRR or ARR lost due to customers reducing their subscription spend without fully churning.
Sales
Core Feature Usage
Tracks how often key features—critical to product value—are used by your customers.
CX
Customer Advocacy Rate
Measures how many customers publicly support or promote your product via reviews, referrals, or case studies.
CX
Customer Effort Score (CES)
Measures how easy it is for customers to get help or complete actions within your product or support journey.
CX
Customer Expansion Rate
The rate at which existing customers increase usage, seat count, or plan tier over time.
CX
Customer Experience Index (CX Index)
A composite score reflecting overall customer experience, often built from NPS, CSAT, CES, and sentiment.
CX
Customer Feedback Volume
Counts the number of feedback submissions across touchpoints like surveys, reviews, or support.
CX
Customer Health Score (CHS)
A composite score that predicts churn risk or growth potential based on product usage and engagement.
CX
Customer Lifetime Value (CLTV)
Predicts the total revenue a company can expect from a single customer account over time.
CX
Customer Lifetime Value (CLTV)
The total revenue a customer is expected to generate throughout their relationship with the business, based on behavior and spend.
Marketing
Customer Retention Rate (CRR)
The percentage of customers a company retains over a specific period, excluding new customer acquisition.
CX
Customer Satisfaction Score (CSAT)
Measures customer satisfaction after an interaction or milestone, usually on a 1–5 or 1–10 scale.
CX
Customer Sentiment Trends
Analyzes how customer emotion or satisfaction changes over time through text or survey data.
CX