Customer satisfaction
11 · CustomersAre customers happy with what they get?
Customers rarely complain before they leave. Satisfaction gives you an early read on whether people are happy, while there is still time to put things right.
What to track
Feedback scores
A simple rating asked for after a sale or a job.
Complaints
How many there are, what they are about and how fast they are resolved.
Recommendations
How many new customers arrive because an existing one sent them.
Review it monthly and read the comments, not only the scores.