What are some KPIs that you find over-hyped and/or unimportant?

There was another question similar to this, so including my answer here: I think the single worst KPI is 'customer touchpoints.' Customers don't want to be bothered unless you have information that is valuable to them that commands them to stop what they're doing and spend time with you. It's not enough to go about talking to every customer every month in a 'check-in.' It's much better to hold off for 3 months until you can have a value-driven conversation. Additionally, I find certain CS SLAs t ...Read More

NPS is widely used across organisations as an indicator of customer loyalty and satisfaction but its reliability can fluctuate based on factors like product , industry, stakeholder persona, customer lifecycle stage and  timing of the survey. NPS becomes less insightful unless it is tied to a specific persona and feedback is requested for a similar experience or program of work from customers within the same lifecycle stage. NPS is generally sent to all customer contacts and not all recipients re ...Read More

The importance of KPIs might vary from organization to organization and between the respective goals or objectives. It makes more sense to have continued or enhanced metrics than just focusing on the initial level of evaluating a particular KPI. Usage / Number of Logins - It helps us delve into product adoption. However, it does not entirely reveal the depth and breadth of adoption. It definitely doesn't correlate with the business outcome. My suggestion is to depend on multiple measures, but th ...Read More

it's important to distinguish between truly impactful customer success metrics and those that might be over-hyped or less relevant. Here are some specific customer success KPIs from my past experience that often fall into the latter category: Number of Customer Meetings or Check-Ins Why Over-Hyped: While staying in touch with customers is important, the number of meetings or check-ins doesn't necessarily equate to successful outcomes. Better Focus: Quality of engagements and the tangible results ...Read More