Customer success metrics calculator

What is a customer success metrics calculator template?

A customer success metrics calculator template is a collection of ready-made calculators designed to help you measure and track key customer service and support metrics.

What’s inside the template?

The customer success metrics calculator template includes calculators for working out:

1. Net promoter score
2. Customer acquisition costs
3. Customer lifetime value
4. CSC-to-CLV
5. Customer satisfaction
6. Customer effort score
7. Customer retention rate
8. Revenue churn
9. First contact resolution
10. Average ticket time

Who is it For?

This template is perfect for:

• Customer Success Managers – Who need to regularly assess key metrics to ensure their teams are meeting customer service goals.
• Support teams – Looking to improve efficiency by tracking response times, ticket resolutions, and overall satisfaction.
• Executives & leadership – Who want clear data on customer success to make informed decisions about strategy and resource allocation.

If your business depends on delivering excellent customer service, this template will help you measure your success and identify areas for improvement.

How to use the template

1. Input your data – Start by filling out the provided tabs with your current customer service metrics, such as response times, customer satisfaction scores, and resolution rates.
2. Review regularly – Set a schedule to revisit the calculator weekly, monthly, or quarterly to track changes and measure improvements.
3. Analyze trends – Use the calculated metrics to identify trends in your customer service performance and pinpoint areas that need attention.
4. Take action – Based on your findings, implement changes to improve customer support efficiency, satisfaction, and overall success.

Download your customer success metrics calculator template

Customer success metrics calculator.xlsx

Google Docs