CX KPI Playbooks by Team

Recommended KPIs, common pitfalls, review cadences, and action playbooks for every CX function. Choose your team to get started.

Support & Contact CenterCustomer SuccessProduct ExperienceeCommerce & Digital ExperienceB2B SaaS RetentionHealthcare & Financial Services CX

Support & Contact Center

Track response times, resolution rates, and customer effort across all support channels

Support teams face constant pressure to balance speed, quality, and cost. The right KPIs help you optimize operations without sacrificing customer experience. Focus on metrics that drive both efficiency and satisfaction.

Common Goals

  • Reduce customer effort and repeat contacts
  • Improve first response and resolution times
  • Maintain quality while scaling operations
  • Predict and prevent service failures
  • Demonstrate support's impact on retention

Recommended KPIs

Common Pitfalls

  • Optimizing for speed at the expense of resolution quality
  • Tracking too many metrics without clear ownership
  • Ignoring customer effort in favor of internal efficiency metrics
  • Not segmenting by channel, complexity, or customer tier
  • Reviewing KPIs monthly when issues develop daily

Suggested Review Cadence

Real-time

Queue depth, response times for live channels

Daily

Ticket backlog, SLA compliance, staffing alignment

Weekly

CSAT trends, FCR, reopen rate, QA scores

Monthly

CES trends, support impact on retention, capacity planning

Example Actions When KPIs Move

If: FRT exceeds target for 2+ hours

Then: Alert team leads, redistribute queue, consider overtime/callbacks

If: CSAT drops below 4.0

Then: QA review of recent tickets, check for system issues, huddle with team

If: Reopen rate spikes >10%

Then: Audit recent resolutions, identify training gaps, update knowledge base

Ready to build your KPI stack?

Book a Demo

Customer Success

Monitor health scores, adoption metrics, and leading indicators of churn and expansion

Customer Success teams must proactively manage relationships to drive retention and expansion. The right KPIs help you identify at-risk accounts early and prioritize high-impact activities across your portfolio.

Common Goals

  • Predict and prevent customer churn
  • Identify and capture expansion opportunities
  • Prioritize CSM time on highest-impact accounts
  • Demonstrate CS impact on revenue retention
  • Scale playbooks without losing personalization

Recommended KPIs

Common Pitfalls

  • Relying solely on lagging indicators like churn
  • Health scores that don't actually predict outcomes
  • Equal CSM coverage regardless of account potential
  • Not connecting CS metrics to revenue impact
  • Manual data collection that can't scale

Suggested Review Cadence

Daily

Health score changes, at-risk alerts, upcoming renewals

Weekly

Portfolio review, account prioritization, expansion pipeline

Monthly

Churn analysis, NRR trends, CSM performance

Quarterly

Health score model validation, playbook effectiveness, capacity planning

Example Actions When KPIs Move

If: Health score drops >15 points in a week

Then: Immediate CSM outreach, executive sponsor notification, recovery plan

If: Renewal in 90 days with declining engagement

Then: Renewal risk escalation, success plan review, value realization session

If: High health + expansion signals

Then: CSM/Sales collaboration, upsell conversation, customer advocacy request

Ready to build your KPI stack?

Book a Demo

Product Experience

Measure feature adoption, task completion, and in-app satisfaction at every touchpoint

Product teams need to understand how customers actually use the product, where they struggle, and which features drive value. The right KPIs connect product decisions to customer outcomes and business results.

Common Goals

  • Understand feature adoption and usage patterns
  • Identify friction and drop-off points
  • Connect product changes to satisfaction and retention
  • Prioritize roadmap based on customer impact
  • Measure the success of new releases

Recommended KPIs

Common Pitfalls

  • Measuring vanity metrics (DAU) without understanding value
  • Not segmenting by user role or account type
  • Ignoring qualitative feedback alongside quantitative data
  • Shipping features without success metrics defined
  • Not connecting product metrics to retention outcomes

Suggested Review Cadence

Real-time

Error rates, rage clicks for new releases

Weekly

Feature adoption, task completion, in-app feedback

Monthly

Activation trends, feature impact on retention

Quarterly

Roadmap alignment, product-led growth metrics

Example Actions When KPIs Move

If: New feature adoption <30% after 30 days

Then: User research, onboarding improvement, in-app guidance

If: Task completion drops >10%

Then: UX audit, session recordings review, A/B test improvements

If: Rage clicks spike on specific page

Then: Immediate technical investigation, temporary workaround, fix prioritization

Ready to build your KPI stack?

Book a Demo

eCommerce & Digital Experience

Track conversion funnels, checkout friction, and digital experience quality metrics

E-commerce success depends on removing friction from the buying journey. The right KPIs help you optimize conversion at every stage while understanding the customer experience behind the numbers.

Common Goals

  • Maximize conversion at every funnel stage
  • Reduce cart abandonment and checkout friction
  • Understand and improve digital experience quality
  • Connect CX metrics to revenue impact
  • Identify and fix technical issues before they impact revenue

Recommended KPIs

Common Pitfalls

  • Focusing only on top-of-funnel traffic metrics
  • Not understanding why customers abandon carts
  • Ignoring post-purchase experience and repeat buying
  • Treating all traffic sources the same
  • Not segmenting by device, geography, or customer type

Suggested Review Cadence

Real-time

Site performance, error rates, checkout completion

Daily

Conversion by source, cart abandonment, revenue

Weekly

Funnel analysis, CSAT trends, repeat purchase patterns

Monthly

Customer lifetime value, cohort analysis, refund patterns

Example Actions When KPIs Move

If: Checkout conversion drops >5%

Then: Technical audit, payment provider check, A/B test checkout flow

If: Cart abandonment spikes on mobile

Then: Mobile UX review, checkout simplification, abandoned cart recovery

If: Refund rate increases >2x

Then: Product quality review, expectation alignment, listing accuracy audit

Ready to build your KPI stack?

Book a Demo

B2B SaaS Retention

Monitor renewal signals, expansion indicators, and account-level health across your portfolio

B2B SaaS retention requires a portfolio-level view that connects product usage, support interactions, and relationship health to predict and influence renewal outcomes.

Common Goals

  • Achieve net revenue retention >100%
  • Predict renewal risk 90+ days in advance
  • Identify expansion-ready accounts systematically
  • Align product, support, and success around retention
  • Build scalable account health monitoring

Recommended KPIs

Common Pitfalls

  • Treating all accounts equally regardless of value
  • Not involving product/support in retention efforts
  • Waiting for renewal conversations to identify risk
  • Health scores that don't update dynamically
  • Not understanding churn reasons systematically

Suggested Review Cadence

Daily

Health score alerts, renewal pipeline updates

Weekly

At-risk account review, expansion opportunity pipeline

Monthly

NRR/GRR analysis, churn post-mortems, forecast accuracy

Quarterly

Cohort analysis, pricing impact, segment strategy

Example Actions When KPIs Move

If: Enterprise account health <50

Then: Executive escalation, recovery plan, product/engineering involvement

If: Usage growth >50% + high satisfaction

Then: Expansion conversation, tier upgrade proposal, case study opportunity

If: Multiple accounts churning for same reason

Then: Product investment review, competitive analysis, retention program

Ready to build your KPI stack?

Book a Demo

Healthcare & Financial Services CX

Track patient and member experience KPIs with compliance-aware measurement frameworks

Regulated industries face unique CX challenges: balancing experience optimization with compliance requirements, privacy constraints, and audit needs. The right KPIs satisfy both customer and regulatory demands.

Common Goals

  • Improve experience within regulatory constraints
  • Maintain audit-ready measurement practices
  • Balance personalization with privacy requirements
  • Meet industry-specific satisfaction benchmarks
  • Reduce complaint rates and regulatory risk

Recommended KPIs

Common Pitfalls

  • Collecting data without proper consent management
  • Not aligning KPIs with regulatory reporting requirements
  • Ignoring accessibility and channel equity
  • Missing complaint trends that signal compliance risk
  • Not preparing for regulatory examination of CX data

Suggested Review Cadence

Daily

Complaint monitoring, response time compliance

Weekly

Satisfaction trends, grievance analysis, quality audits

Monthly

Regulatory reporting prep, trend analysis, risk assessment

Quarterly

Compliance review, benchmark comparison, program effectiveness

Example Actions When KPIs Move

If: Complaint rate exceeds threshold

Then: Root cause analysis, compliance team notification, corrective action plan

If: Response time SLA breach pattern

Then: Process review, staffing adjustment, regulatory proactive disclosure

If: Grievance appeal upheld

Then: Training review, process correction, documentation update, pattern analysis

Ready to build your KPI stack?

Book a Demo

Choose your KPI stack

Whether you're starting from scratch or refining an existing program, we'll help you select and operationalize the right KPIs for your team.

Book a DemoBrowse the KPI Library