MEASURE · KPI & METRICS EXPLORER
Choose a measure for a decision.
Look beyond the headline number. Define the cohort, time window, source and limitations before setting a target.
Outcome attainment
Share of due customer outcomes that met their agreed target and were validated by the designated customer owner.
- Decision it supports
- Where is the customer achieving the intended result, and which outcomes need recovery?
- Source required
- Outcome register and customer validation records
- Interpret with care
- Define the due cohort and target before the review. Report missing measurement separately; do not silently remove unsuccessful outcomes.
Time to first verified value
Elapsed time from an agreed engagement start to the first benefit validated by the customer.
- Decision it supports
- Which constraints delay the first worthwhile result?
- Source required
- Lifecycle record and benefit register
- Interpret with care
- Define the start consistently. Report median and distribution by cohort; engagements with no verified value remain visible as open cases.
Critical-workflow adoption
Share of the eligible population completing the outcome-enabling workflow during a defined period.
- Decision it supports
- Which intended users face friction in the workflow required for the outcome?
- Source required
- Product or service event data and eligible-user roster
- Interpret with care
- Define meaningful completion, eligibility and frequency. A workflow completion is an adoption signal, not proof of business benefit.
Adoption depth
Extent to which intended capabilities are used within the relevant use case.
- Decision it supports
- Is the customer using the capabilities needed for the agreed outcome?
- Source required
- Use-case definition and usage evidence
- Interpret with care
- Count only capabilities required for this use case. Do not reward use of unnecessary features.
Gross revenue retention
Recurring revenue retained from an opening customer cohort, excluding expansion.
- Decision it supports
- How much existing recurring revenue is being lost before expansion offsets it?
- Source required
- Finance-approved recurring revenue movements
- Interpret with care
- Use consistent period, currency and cohort definitions. Not suitable unchanged for one-off project revenue; report reasons for losses.
Net revenue retention
Recurring revenue retained and expanded within the opening customer cohort.
- Decision it supports
- Is the existing customer base growing after losses and contraction?
- Source required
- Finance-approved recurring revenue movements
- Interpret with care
- Exclude new customers. State treatment of reactivation, pricing, usage and foreign exchange; expansion can hide retention weakness.
Customer retention
Share of customers from the opening eligible cohort still retained at period end.
- Decision it supports
- How widely is continuation being earned across the customer base?
- Source required
- Customer and contract registers
- Interpret with care
- Define customer identity, eligibility and active status. Do not add new customers to the numerator.
Milestone reliability
Share of due success-plan milestones accepted by the agreed date.
- Decision it supports
- Which commitments and dependencies require intervention?
- Source required
- Success-plan commitments and acceptance records
- Interpret with care
- Keep the original due date and change history. Acceptance is a milestone result, not necessarily business value.
Risk detection lead time
Time between the first actionable risk signal and the material event it anticipated.
- Decision it supports
- Did the team have enough time to intervene?
- Source required
- Risk timeline and observed outcome records
- Interpret with care
- Report missed risks and false alarms alongside lead time. Record first signals consistently; longer is not useful without actionability.
Time to recovery
Time from confirmed customer impact to evidence that the agreed recovery criterion was met.
- Decision it supports
- Where does coordination or resolution delay recovery?
- Source required
- Escalation record and customer recovery confirmation
- Interpret with care
- Use customer impact and severity, not ticket closure alone. Keep unresolved incidents visible and segment results by type.
Cost to serve
Direct and consistently allocated service costs for a customer or segment over a defined period.
- Decision it supports
- Can the service promise be delivered sustainably?
- Source required
- Resource effort and finance cost model
- Interpret with care
- State cost boundaries and allocation method. A low cost is not a success if customer outcomes or service commitments suffer.
Verified improvement rate
Share of due improvement experiments reviewed with evidence that the intended effect was achieved.
- Decision it supports
- Which changes should be adopted, adapted or stopped?
- Source required
- Improvement backlog and experiment reviews
- Interpret with care
- Keep unreviewed work visible. Failed experiments may still produce useful learning; do not create incentives to hide them.
No metrics match. Try a broader term or select all types.
No universal target is implied. Establish a baseline and choose a target appropriate to your business model, customer segment and evidence.