Operational Metrics

When a subscription is sold as a bundle (a single SKU containing multiple products, features or services at one price), individual line items within the bundle have no explicit price. MRR must still be allocated to each component for accurate reporting of expansion, contraction and churn at the item level.

The percentage of active customers that have a health score.

The percentage of eligible accounts that completed a QBR.

Average number of engaged contacts per active account.

How closely the forecast renewal value matched the value actually renewed, for contracts ending in the period.

Average number of days until upcoming renewals.

The number of accounts assigned to each Customer Success Manager.

Percentage of requests that result in errors.

Time taken to respond to requests.

Number of incidents in a period.

Time from incident start to detection.

Time from detection (the alert firing) to a person acknowledging the incident.

Time from incident start to resolution.

How often code is deployed to production.

Time from code commit to production deployment.

Time to restore service after a failure.

Percentage of provisioned capacity being used.

Number of known vulnerabilities still open in your systems.

Time from a vulnerability being discovered to its patch being deployed, for patches deployed in the period.

Number of security incidents in a period.

Revenue billed but not yet recognized. A balance of cumulative billings less cumulative recognized revenue, independent of when cash is received.

Net cash consumed per month.

Average days to collect payment after invoicing.

Percentage of revenue written off as uncollectable.

Unique visitors to owned properties (website, app).

Contacts who have expressed interest (form fill, signup, etc.).

Leads that have demonstrated sufficient engagement and intent to warrant sales attention, based on criteria established between marketing and sales.

MQLs accepted by sales as worth pursuing.

Visitors from unpaid search.

Time from contract start to the customer's first meaningful value milestone.

Time from contract to production deployment.

Time from contract to using all purchased features/modules.

Time from onboarding start to onboarding completion, for onboardings completed in the period.

Percentage of due onboarding milestones that customers reach.

Percentage of customers completing onboarding within target timeframe.

Percentage of scheduled onboarding sessions attended.

Percentage of assigned onboarding tasks completed by customer.

Total hours invested per customer onboarding.

Number of partners actively engaged in the program.

Breakdown of partners by program tier.

Number of deals registered by partners.

Average deal size for partner-sourced deals.

Median sales cycle for registered partner deals that closed won in the period, from registration to close.

Percentage of partners with current certifications.

Percentage of partners completing required training.

Number of co-marketing activities with partners.

Performance of product listings.

Total number of active employees at the end of the period.

Percentage change in headcount over a period.

Turnover due to company decision (terminations, layoffs).

Average length of employment.

Percentage of employees completing engagement surveys.

Number of open requisitions (unfilled roles) at the end of the period.

Days from a requisition opening to it being filled with an accepted offer, for requisitions filled in the period.

Days from the hired employee's application to their start date, for employees hired in the period.

Where successful candidates came from.

Employee salary relative to market midpoint.

Pay comparison across demographic groups for same role.

Percentage of new hires from underrepresented groups.

Unique users who performed a meaningful action in the product on a given day.

Unique users who performed a meaningful action in the product within a 7-day period.

Unique users who performed a meaningful action in the product within a 30-day period.

Customer accounts with at least one active user in the period.

How intensively users engage with features: average feature actions per user who used a feature in the period.

Median time from signup to a user's first use of a specific feature, for users whose first use falls in the period.

Average number of sessions per user per period.

Average time spent per session.

Total time spent in product per user per period.

Average number of meaningful actions per session.

Percentage of users dormant at period start who returned in the period.

How often new releases are shipped to customers.

Percentage of planned features delivered on schedule.

Time from feature concept to production release.

Percentage of user actions that result in errors.

Number of bugs/issues reported by users.

Number of feature requests received.

Average value of services engagements.

Percentage of billable hours written off (not billed to client).

Percentage of time spent on all productive work (billable + non-billable).

Percentage of team without billable assignment.

Total billable hours available in period.

Percentage of projects with scope changes.

Actual duration vs estimated duration.

Percentage of milestones completed on schedule.

Percentage of projects with escalations.

Percentage of deliverables requiring rework.

Average projects completed per consultant in the period.

Average length, in days, of projects completed in the period.

Time from services sold to project kickoff.

Quality assessment of pipeline data and process adherence across open opportunities.

How closely forecasted revenue matched actual revenue.

Percentage of committed deals that close.

Number of quotes sent in a period.

Time from quote request to quote delivery.

Percentage of quotes requiring no revision.

Discount off list price across quotes sent in the period, weighted by list price.

Time from signed order to customer activation/provisioning.

Time to process an order through internal systems.

Percentage of orders with processing errors.

Percentage of invoices generated correctly on first attempt.

Time from billing event to invoice delivery.

Percentage of invoices disputed by customers.

Percentage of invoices requiring credit memos.

Average days to collect payment after invoicing.

Distribution of receivables by age.

Total amount outstanding on open invoices at period end.

Percentage of revenue written off as uncollectable.

Breakdown of payments by method.

Ratio of recognized revenue to billed revenue.

Revenue billed but not yet recognized. A balance of cumulative billings less cumulative recognized revenue, independent of when cash is received.

Revenue recognized but not yet invoiced.

Percentage of revenue correctly recognized per ASC 606.

Percentage of renewals where customer was notified on time.

Time to process a renewal from trigger to completion.

Data consistency across RevOps systems (CRM, billing, ERP).

Percentage of required fields populated in RevOps systems.

The average total value of deals won in the period (total contract value, not annualized).

The average time from opportunity creation to close.

The percentage of quota achieved by a rep or team.

Time for a new sales rep to reach full productivity (carrying full quota).

Total number of support tickets received in a period.

Average tickets created per active customer.

Number of tickets open or pending at the end of the period.

Breakdown of tickets by category.

Time from ticket creation to first human response.

Time from ticket creation to final resolution.

Percentage of resolved tickets that are reopened.

Percentage of tickets escalated to higher tier or engineering.

Average tickets handled per support agent.