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Client Success metrics and KPIs

What are Client Success metrics?

Identifying the optimal Client Success metrics can be challenging, especially when everyday tasks consume your time. To help you, we've assembled a list of examples to ignite your creativity.

Feel free to copy these examples into your favorite application, or leverage Tability to maintain accountability.

Find Client Success metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Client Success metrics and KPIs

Metrics for Online Therapy Platform

  • 1. Client Retention Rate

    The percentage of clients who continue using the platform over a given period

    What good looks like for this metric: Typical benchmark is 60-70%

    Ideas to improve this metric
    • Enhance user experience
    • Offer personalised treatment plans
    • Regularly gather and implement feedback
    • Provide flexible scheduling options
    • Ensure therapists are a good match

  • 2. Session Completion Rate

    The ratio of completed therapy sessions to scheduled sessions

    What good looks like for this metric: Typical benchmark is 80-90%

    Ideas to improve this metric
    • Send session reminders
    • Integrate seamless payment systems
    • Offer flexible re-scheduling
    • Improve platform reliability
    • Address clients’ issues promptly

  • 3. Client Satisfaction Score

    Average rating given by clients regarding their overall satisfaction with the service

    What good looks like for this metric: Typical benchmark is 4+ out of 5

    Ideas to improve this metric
    • Train therapists in customer service
    • Implement regular check-ins with clients
    • Ensure platform ease of use
    • Offer a variety of therapy styles
    • Regularly update platform features

  • 4. Therapist Response Time

    The average time taken for therapists to respond to client inquiries

    What good looks like for this metric: Typical benchmark is 1-2 hours

    Ideas to improve this metric
    • Set clear expectations with therapists
    • Use automation for initial queries
    • Provide incentives for quick responses
    • Implement a notification system
    • Monitor and report response time trends

  • 5. Platform Usage Rate

    The frequency with which clients and therapists use the platform

    What good looks like for this metric: Typical benchmark is 70-85% active users monthly

    Ideas to improve this metric
    • Introduce engaging content regularly
    • Create community forums for interaction
    • Send regular updates or newsletters
    • Reward consistent platform usage
    • Offer interactive features
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Implement these metrics

Tracking your Client Success metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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