Ways to Measure Customer Centric Success

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To stay focused on the objective, it is necessary to monitor the performance of all the strategies you carry out in order to achieve it. Here we share with you the main metrics to calculate the success of Customer Centric.

Churn Rate
Churn Rate is a metric that indicates the percentage of customers who stopped using a product or service during a given period.



Churn Rate is calculated by dividing the number of customers you lost (during the period in question) by the number of customers you had at the beginning of that specific period. To obtain a percentage value, multiply the result by 100.

Net Promoter Score (NPS)
The Net Promoter Score , better known as NPS, seeks to mozambique business email list measure customer loyalty through a question whose answers are valued from 1 to 10.



An example of a survey could be: Would you recommend this product or service?



When users answer the question, the responses are ranked according to pre-established criteria:



Promoters (9-10): These are fully loyal people who would recommend your products to potential customers.


Passives (7-8): These are people who are satisfied, but not completely in love with the product or service.


Detractors (0-6): These are people who are dissatisfied with the products or services. They are likely to damage the brand's reputation by sharing negative experiences with their acquaintances.