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.

Average Resolution Time
The mean time taken to resolve customer issues across all tickets or cases.
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CSAT Survey Completion Rate
Measures how many users complete your CSAT survey compared to how many were asked.
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Churn Rate
Indicates the percentage of customers who stop using your product over a given time period.
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Cohort Retention Analysis
Tracks how specific user cohorts retain over time, helping identify long-term product engagement patterns.
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Core Feature Usage
Tracks how often key features—critical to product value—are used by your customers.
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Customer Advocacy Rate
Measures how many customers publicly support or promote your product via reviews, referrals, or case studies.
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Customer Effort Score (CES)
Measures how easy it is for customers to get help or complete actions within your product or support journey.
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Customer Expansion Rate
The rate at which existing customers increase usage, seat count, or plan tier over time.
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Customer Experience Index (CX Index)
A composite score reflecting overall customer experience, often built from NPS, CSAT, CES, and sentiment.
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Customer Feedback Volume
Counts the number of feedback submissions across touchpoints like surveys, reviews, or support.
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Customer Health Score (CHS)
A composite score that predicts churn risk or growth potential based on product usage and engagement.
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Customer Lifetime Value (CLTV)
Predicts the total revenue a company can expect from a single customer account over time.
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Customer Retention Rate (CRR)
The percentage of customers a company retains over a specific period, excluding new customer acquisition.
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Customer Satisfaction Score (CSAT)
Measures customer satisfaction after an interaction or milestone, usually on a 1–5 or 1–10 scale.
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Customer Sentiment Trends
Analyzes how customer emotion or satisfaction changes over time through text or survey data.
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Daily/Monthly Active Users (DAU/MAU)
DAU/MAU metrics track product stickiness by showing how often users return to the platform.
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Escalation Rate
Percentage of customer issues that require higher-level support or intervention.
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Expansion Revenue
Additional revenue generated from existing customers through upsells, cross-sells, or add-ons.
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Feature adoption rate
Shows how often a specific product feature is used by active customers within a given period.
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First Value Achieved
Tracks when a user first experiences product value, often tied to activation or onboarding milestones.
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Gross Revenue Retention (GRR)
Revenue retained from existing customers, excluding upsells—used to track churn and downgrades.
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License Utilization
Shows how many of the purchased licenses or seats are actively being used.
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NPS Response Rate
Percentage of users who respond to your Net Promoter Score survey, indicating engagement with feedback loops.
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Net Promoter Score (NPS)
Captures customer loyalty by measuring how likely users are to recommend your product to others.
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Net Revenue Retention (NRR)
Shows revenue growth or loss from existing customers after upsells, downgrades, and churn.
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Onboarding Completion Rate
The percentage of users who complete all required onboarding steps within a set time frame.
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Onboarding Drop-Off Rate
Tracks users who abandon onboarding before completion, indicating friction in early experience.
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Product Adoption Rate
Tracks the percentage of users who begin actively using a product or feature over a set time frame.
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Product Usage Analytics
Detailed insights into how users interact with different areas or workflows in the product.
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Product Usage Trend
Shows changes in how customers use your product over time, revealing adoption patterns.
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Qualitative Feedback Analysis
Analyzes written feedback to uncover themes, pain points, or product improvement opportunities.
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Referral Rate
Percentage of customers who refer others to your product or service, often tied to referral programs.
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Renewal Rate
The percentage of customers who renew their subscription at the end of the billing cycle.
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Response Quality Score
Measures how well support responses resolve issues, based on internal audits or customer ratings.
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Sentiment Analysis
Uses AI or NLP to determine the emotional tone of customer feedback or support interactions.
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Support Ticket Volume
The total number of support tickets received in a given timeframe, indicating demand or issues.
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Survey Abandonment Rate
Tracks the percentage of users who begin but do not complete a feedback or survey form.
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Survey Score Trends
Tracks shifts in CSAT, CES, or NPS scores over time to monitor improvements or declines.
Time to Onboard
The time it takes a new user to complete onboarding and start using the product effectively.
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Time to Resolution (TTR)
Measures the average time taken to resolve a customer issue from the time it was reported.
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Time to Value (TTV)
The duration between a user signing up and realizing core product value for the first time.
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User Activation Rate
Measures the percentage of new users who reach a key milestone or value moment in the product.
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