1. Five Customer Performance
Metrics You Should Be
Tracking
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2. Measure the Effectiveness of Your
Voice-of-the-Customer Programs
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With a high correlation
between strong customer
relationships and financial
performance - developing a
business strategy that centers
around customer
performance metrics is
critical.

3. Top 5 Customer Performance
Metrics
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Net Promoter Score®
Customer Retention
Reference Accounts
Sales Close Rates
Share of Wallet
1
2
3
4
5

4. Net Promoter Score®
 Monitor how enthusiastic customers are about the service provided.
 Identify pain-points and where to focus improvement initiatives most likely to
enhance the customer experience.
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Not at all likely Extremely likely
0 1 2 3 4 5 6 7 8 9 10
Detractors
(0-6)
Promoters
(9-10)
Passives
(7-8)
How likely are you to recommend us to a friend or colleague?
% of Promoters −% of Detractors = Net Promoter Score (NPS)

5. Customer Retention
 The longer a company retains a customer, the cost to service that
customer decreases, and the more likely they are to purchase additional
products and services.
 Some customer churn is unavoidable and, if handled properly, may even
be helpful.
 Strengthen customer relationships by understanding retention trends and
the factors that contribute to defections.
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5% Improvement
in Retention
Increases
profitability
between 25
and 85%
5% Improvement
in Retention

6. Reference Accounts
 Determine the number of
customers willing to serve as
passionate references – it’s a
good sign that your successful at
building customer loyalty.
 Verify your references frequently
by using an unbiased party to
guarantee those speaking on
your behalf are actually
“Promoters.”
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7. Sales Close Rates
With extended sales cycles and more aggressive sales tactics from
competitors, winning new business has become more challenging.
 Recognize why deals remain in the pipeline or why your company wasn't
selected.
 Use facts to refine the sales pitch or adjust the way you approach new
business opportunities.
 Increase your chances of closing more deals by communicating high level
details about your customer feedback programs.
 Demonstrate how a real commitment to service excellence is your key
competitive differentiator.
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8. Share of Wallet
What percentage of your client’s budget
is allocated toward the products or
services your organization provides?
Ascertain awareness by uncovering how
much clients have earmarked for your
offering. Research clearly shows that if
customers are happy with your
organization they will look to consolidate
more of their budget with your
company.
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Tip: Track the number of products or services purchased by
each customer and closely watch how
it changes over time.

9. Attain Service Excellence
When correctly leveraged, ongoing use of customer
feedback programs can help remove product and
service pain points and strengthen client
relationships.
Focusing your attention on the customer
performance metrics that directly correlate to
financial growth is vital to your success.
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10. About Satrix Solutions
We measure success by the results our clients achieve. Our customized
customer feedback programs and highly flexible approach incorporates best
practices obtained from our extensive experience to introduce discipline,
rigor, and metrics to your feedback efforts.
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Evan Klein
Founder & President
evan@satrixsolutions.com
480.773.6120
Client Satisfaction Survey
Net Promoter® Survey
Client Advisory Board
Sales Win/Loss Analysis
Client Defection Analysis
Employee Satisfaction Survey
®Net Promoter, Net Promoter
Score and NPS are registered
trademarks of Bain &
Company, Inc., Satmetrix
Systems, Inc., and Fred
Reichheld