Key customer feedback metrics to track include response rate (what percentage of customers provide feedback), Net Promoter Score (NPS for loyalty), sentiment trends (how feelings change over time), feedback volume by category (which issues are most common), time-to-resolution (how quickly you address feedback), and business impact (whether acting on feedback improves retention, expansion, or satisfaction).
You can't improve what you don't measure. But measuring everything creates noise instead of signal. The right metrics help you understand whether your feedback program is working and whether acting on feedback is actually improving your business.
Response Rate: Are People Sharing?
Response rate measures what percentage of customers provide feedback when asked. Low rates (under 10%) suggest survey fatigue, poor timing, or questions that don't resonate. High rates (over 30%) indicate customers feel heard and believe feedback matters.
Track this monthly and test different approaches—question types, timing, channels—to optimize. If response rates decline, your customers are tuning you out.
Net Promoter Score: Loyalty Metric
NPS asks "How likely are you to recommend us to a friend?" on a 0-10 scale. Responses 9-10 are promoters, 7-8 are passives, 0-6 are detractors. NPS = % promoters - % detractors.
Track NPS quarterly to measure customer loyalty trends. Improving NPS correlates with growth—promoters refer others, stay longer, and expand spending. Declining NPS is an early warning of trouble.
Pilea tracks NPS automatically from survey responses and shows trends over time, helping you understand whether customer loyalty is strengthening or weakening.
Sentiment Trends: How Customers Feel
Track the percentage of positive, negative, and neutral feedback over time. Declining positive sentiment or increasing negative sentiment indicates problems even if NPS hasn't changed yet.
Segment sentiment by topic—maybe overall sentiment is stable but sentiment about onboarding is declining, pointing to specific issues needing attention.
Pilea's AI analyzes sentiment across all feedback automatically, showing trends by topic, customer segment, and time period without manual categorization.
Feedback Volume by Category
Track how much feedback you receive about different topics: feature requests, bugs, onboarding issues, performance problems, integration requests. Changes in category distribution reveal shifting customer priorities.
Increasing bug reports might indicate quality issues. Decreasing feature requests might mean customers are satisfied—or disengaged and giving up on improvement.
Top Issues by Mention Count
Which specific features are requested most? Which bugs are reported most frequently? These top issues should drive prioritization—highest-volume problems and requests deserve attention.
Pilea automatically ranks issues by mention count, showing your top 10 or 20 most-discussed topics at any time, making prioritization data-driven rather than based on recency bias.
Time-to-Acknowledgment
How quickly do you acknowledge feedback after receiving it? Customers who provide input and hear nothing back feel ignored. Fast acknowledgment builds trust even when you can't act immediately.
Track average time from feedback submission to acknowledgment. Best-in-class teams acknowledge within 24 hours. Delays beyond a week feel like being ignored.
Time-to-Resolution
How long from feedback to fix? For bugs and issues, faster resolution improves satisfaction. Track median time-to-resolution and watch for increases indicating backlog growth or decreased responsiveness.
Feedback Acted Upon Percentage
What percentage of feedback results in action—bug fixes, feature implementations, process improvements? Acting on 100% is unrealistic, but acting on too little (under 10%) suggests you're collecting feedback without using it.
Track this monthly. If it declines, you're either getting less actionable feedback or becoming less responsive. Both problems need addressing.
Customer Satisfaction (CSAT)
Ask "How satisfied are you with [product/feature/interaction]?" on a 1-5 scale after key interactions. Track average CSAT scores and trends. Declining scores indicate deteriorating experience.
Pilea aggregates CSAT data from surveys alongside other feedback, showing how satisfaction correlates with specific issues or features mentioned.
Customer Effort Score (CES)
CES measures how easy or difficult customers find interactions: "How easy was it to [complete task/resolve issue/use feature]?" on a 1-7 scale. Lower effort correlates with higher loyalty.
Track CES for key workflows. Increasing effort scores indicate usability problems or complexity creeping into your product.
Feature Request Fulfillment Rate
What percentage of requested features do you actually build? Track this annually. Building too many (over 60%) might mean you're too reactive, losing strategic focus. Building too few (under 10%) means you're not listening.
Feedback Channel Distribution
Where does feedback come from? Support tickets, surveys, social media, sales calls, email? Tracking channel distribution reveals whether you're capturing feedback comprehensively or missing entire channels.
If 90% comes from support and 0% from sales, you're missing strategic customer input from pre-sales conversations.
Business Impact Metrics
Ultimately, feedback programs should improve business outcomes. Track correlations between feedback initiatives and business metrics:
Pilea helps track these outcomes by connecting feedback to customer health metrics and business results.
Feedback Loop Closure Rate
What percentage of customers who provide feedback receive follow-up when you take action? Closing loops builds trust and turns complainers into advocates.
Track closure rate monthly. Aim for 80%+ closure on feedback you act on. Lower rates mean you're missing opportunities to strengthen relationships.
Dashboard for Visibility
These metrics only help if teams actually see them. Create dashboards displaying key metrics, accessible to everyone who touches customer experience. Regular visibility drives accountability and improvement.
Pilea provides customizable dashboards showing all these metrics automatically, so your team always knows how you're performing on feedback responsiveness and customer satisfaction.