The complete KPI system for customer experience
From KPI definitions to action playbooks, KPI.cx brings operational rigor to CX measurement. Stop managing metrics in spreadsheets. Start driving customer outcomes.
KPI Library: Start with proven metrics
Don't reinvent the wheel. Our KPI library provides battle-tested customer experience metrics with definitions, formulas, and implementation guidance. Choose the KPIs that matter for your business and customize them to your needs.
50+ Prebuilt KPIs
Comprehensive library covering satisfaction, effort, speed, quality, retention, revenue, digital, and voice of customer metrics.
Organized by Category & Use Case
Find KPIs by team (support, success, product) or by category (satisfaction, effort, revenue impact).
Complete Definitions
Every KPI includes formula, typical targets, common segments, data sources, and when to use it.
Benchmark Guidance
Understand typical performance ranges and industry benchmarks for context.
KPI Library
50+ metricsCSAT (Customer Satisfaction Score)
Formula: (Satisfied responses / Total responses) × 100
Target: ≥ 4.5 / 5.0 or 90%+
Complete KPI Definitions: No ambiguity
Every KPI in your system gets a complete definition. No more confusion about what a metric means, how it's calculated, who owns it, or what "good" looks like.
Formula & Calculation
Exact calculation method, including numerator, denominator, and any filters or exclusions.
Owner & Accountability
The person responsible for monitoring, understanding, and acting on this KPI.
Target & Thresholds
Specific targets, warning thresholds, and critical alert levels.
Review Frequency
How often this KPI should be reviewed (daily, weekly, monthly, quarterly).
Data Source
Where the data comes from, including system name, table/field, and calculation logic.
Segmentation
Common ways to slice this KPI (by channel, product, customer segment, region).
Example: First Response Time (FRT)
Formula
Median time from ticket creation to first agent response
Target
≤ 2 hours (business hours only)
Owner
Director of Customer Support
Review Cadence
Daily operational review, Weekly team review
Data Source
Zendesk → Tickets table → first_reply_time field
Segments
Channel (email, chat, phone), Priority, Product line
Operational Cadence: Turn data into discipline
KPIs only drive improvement when they're reviewed regularly. KPI.cx builds operational discipline with structured review cadences and pre-built review packs.
Weekly Business Reviews
Operational teams review tactical KPIs: response times, satisfaction scores, resolution rates, and emerging trends. Identify issues early and coordinate responses.
Monthly Executive Reviews
Leadership reviews strategic KPIs: NPS trends, churn signals, revenue impact, and program ROI. Make investment decisions and set quarterly priorities.
Pre-Built Review Packs
Automated review decks with current performance, trends, segment breakdowns, and action items. No manual prep work required.
Smart Alerts & Thresholds
Don't wait for monthly reports to discover problems. Set warning and critical thresholds for every KPI. Get notified when metrics need attention—before small issues become customer-facing failures.
First Response Time
CSAT Score
Customer Health Score
Action Playbooks
When a KPI moves, teams need to know what to do. Action playbooks document the response for every KPI change. Turn alerts into coordinated action instead of panic.
Example: CSAT drops below 4.0
Review recent responses: QA team samples last 20 interactions to identify quality issues
Check for system issues: Review error logs and response times for technical problems
Analyze by segment: Identify if drop is isolated to specific channel, product, or team
Team huddle: Support leadership meets to review findings and decide response
Execute fix: Implement corrective action (training, process change, staffing)
KPI Governance: Maintain measurement integrity
As your CX program matures, governance becomes critical. KPI.cx provides the controls and audit trails needed for enterprise-grade KPI management.
Clear Ownership
Every KPI has an owner accountable for performance. No ambiguity about who's responsible when metrics move.
Change Management
All KPI definition changes are logged with reasons and approval. Maintain measurement consistency over time.
Access Controls
Role-based permissions control who can view, edit, or approve KPI definitions and targets.
Audit Trail
Complete history of KPI changes, target adjustments, and ownership transfers. Full transparency and accountability.
Example: KPI Change Request
Spreadsheet vs BI Dashboard vs KPI.cx
Visualization is only part of the solution. KPI.cx provides the complete system.
| Feature | Spreadsheet | BI Dashboard | KPI.cx |
|---|---|---|---|
| KPI definitions | |||
| Formula documentation | |||
| Clear ownership | |||
| Target management | |||
| Data visualization | |||
| Automated alerts | |||
| Action playbooks | |||
| Review pack automation | |||
| Change management | |||
| Audit trail |
Security & Privacy
Enterprise-grade security and privacy controls. Your customer data stays secure.
Enterprise Security
SOC 2 Type II certified. Enterprise-grade security controls and regular third-party audits.
Data Encryption
All data encrypted at rest and in transit. TLS 1.3 for all connections.
SSO & Access Control
SAML 2.0 SSO integration. Role-based access controls with granular permissions.
Compliance Ready
GDPR compliant. HIPAA and SOC 2 frameworks supported for regulated industries.
Data Handling
What we collect
KPI.cx connects to your existing data sources and aggregates metrics. We store aggregated KPI values and metadata—not raw customer data or personally identifiable information.
Data residency
Data is hosted in secure, SOC 2-compliant data centers. Enterprise customers can choose data residency region (US, EU, or custom).
Data retention
Historical KPI data retained according to your plan. Typically 24 months for trend analysis. Custom retention available for enterprise.
Data deletion
Complete data deletion available on request. All data removed within 30 days of account closure or deletion request.
See the complete KPI system in action
Book a demo to explore KPI definitions, dashboards, alerts, playbooks, and governance features.