![1. List of the 3 Most Important Customer Metrics
Based on the web search data in 2015, we define the 3 most important
customer (crm) metrics:
1). Net Promoter Score (NPS);
2). Customer Lifetime Value (CLV);
3). Customer Satisfaction Index.[1]
Source: "List of the 7 Most Important Customer Metrics and KPIs" (PDF),
http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crm-kpis.html.](https://image.slidesharecdn.com/examplesofcustomermetricsandkpis-thekpiexamplesreview-170224140016/85/Examples-of-Customer-Metrics-and-KPIs-CRM-Metrics-KPI-CRM-KPI-Examples-CRM-KPIs-3-320.jpg)
![2. Examples of Customer Metrics
Net Promoter Score (NPS)
Net promoter scores are calculated using the answer to a single
question, using a 0-10 scale: How likely is it that you would recommend
brand to a friend or colleague? Respondents are grouped as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying
and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who
are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your
brand and impede growth through negative word-of-mouth.[2]](https://image.slidesharecdn.com/examplesofcustomermetricsandkpis-thekpiexamplesreview-170224140016/85/Examples-of-Customer-Metrics-and-KPIs-CRM-Metrics-KPI-CRM-KPI-Examples-CRM-KPIs-4-320.jpg)
![The formula for calculating net promoter score is:
NPS = (TNP – TND) / TNC , (2.1)
where
TNP – Total number of promoters;
TND – Total number of detractors;
TNC – Total number of customers who answers to question.[1]
Example of calculating. Based on the results of interviews, we can
calculate the net promoter score (Table 2.1).](https://image.slidesharecdn.com/examplesofcustomermetricsandkpis-thekpiexamplesreview-170224140016/85/Examples-of-Customer-Metrics-and-KPIs-CRM-Metrics-KPI-CRM-KPI-Examples-CRM-KPIs-5-320.jpg)
![Table 2.1. The calculation of net promoter score on the basis of the
results of interviews
(net promoter score in %) 2015
Total number of customers who answers
to question
789
Total number of promoters 625
Total number of detractors 151
Net promoter score 60,1
Net promoter score = (625 – 151) / 789 = 0,601 or 60,1%.[1]
Source: "List of the 7 Most Important Customer Metrics and KPIs" (PDF),
http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crm-kpis.html.](https://image.slidesharecdn.com/examplesofcustomermetricsandkpis-thekpiexamplesreview-170224140016/85/Examples-of-Customer-Metrics-and-KPIs-CRM-Metrics-KPI-CRM-KPI-Examples-CRM-KPIs-6-320.jpg)
Examples of Customer Metrics and KPIs: CRM Metrics, KPI, CRM KPI, Examples, CRM KPIs
- 1. Examples ofExamples of Customer MetricsCustomer Metrics and KPIsand KPIs The KPI Examples ReviewThe KPI Examples Review Copyright 2017 The KPI Examples Review. http://kpi-examples.blogspot.com/.
- 2. Introduction In this report we define the most important customer (crm) metrics and KPIs based on web search data in 2015. For some of the most important customer metrics were defined their formulas and calculation examples. In our calculations we used the official statements of Siemens AG.
- 3. 1. List of the 3 Most Important Customer Metrics Based on the web search data in 2015, we define the 3 most important customer (crm) metrics: 1). Net Promoter Score (NPS); 2). Customer Lifetime Value (CLV); 3). Customer Satisfaction Index.[1] Source: "List of the 7 Most Important Customer Metrics and KPIs" (PDF), http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crm-kpis.html.
- 4. 2. Examples of Customer Metrics Net Promoter Score (NPS) Net promoter scores are calculated using the answer to a single question, using a 0-10 scale: How likely is it that you would recommend brand to a friend or colleague? Respondents are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.[2]
- 5. The formula for calculating net promoter score is: NPS = (TNP – TND) / TNC , (2.1) where TNP – Total number of promoters; TND – Total number of detractors; TNC – Total number of customers who answers to question.[1] Example of calculating. Based on the results of interviews, we can calculate the net promoter score (Table 2.1).
- 6. Table 2.1. The calculation of net promoter score on the basis of the results of interviews (net promoter score in %) 2015 Total number of customers who answers to question 789 Total number of promoters 625 Total number of detractors 151 Net promoter score 60,1 Net promoter score = (625 – 151) / 789 = 0,601 or 60,1%.[1] Source: "List of the 7 Most Important Customer Metrics and KPIs" (PDF), http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crm-kpis.html.
- 7. References 1. The KPI Examples Review, "List of the 7 Most Important Customer Metrics and KPIs: CRM Metrics, KPI, CRM KPI, Examples, CRM KPIs", http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crm-kpis.html. 2. Netpromoter.com, "The Net Promoter Score and System", http://www.netpromoter.com/why-net-promoter/know.
- 8. "List of the 7 Most Important Customer Metrics and KPIs" (eBook) In this report we define the 7 most important customer (crm) metrics and KPIs based on web search data in 2015 (Chapter 1). For each of the most important customer metrics were defined their popularity in different countries, their formulas and calculation examples (Chapter 2). In some of our calculations we used the official statements of Siemens AG for the fiscal years ended september 30, 2014 and 2013, namely the combined management report (segment information analysis (C3.2)) and others. "List of the 7 Most Important Customer Metrics and KPIs" (PDF) presented on the web page: http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crm-kpis.html.