Metrics with Benchmarks Metrics – Page 6

Net Burn, often referred to as Burn Rate, is the amount a company is losing per month as they burn through their cash reserves. It occurs when a company’s operating costs are higher than their revenue. A company that is profitable and generating cash has a "negative Net Burn".

Net Monthly Recurring Revenue (MRR) Churn Rate is the percentage change in MRR from existing customers due to expansions, cancellations, and downgrades. A negative Net MRR Churn Rate occurs when expansions exceed downgrades and cancellations and is a strong positive indicator of company health. This metric is typically expressed as a monthly rate, although it can also be calculated as an annual rate: Net Annual Recurring Revenue (ARR) Churn Rate.

Net Promoter Score (NPS®) is a measure of a customer base's willingness to promote a product or service to colleagues and friends. It is based on the results of a current customer survey, which asks respondents to answer the following question: “how likely is it that you would recommend (brand or product X) to a friend or colleague?” Responses, with 10 being the highest, are grouped as follows: 10s and 9s are brand ‘Promoters’, 8s and 7s are ‘Neutrals’, and any responses below 7 are brand ‘Detractors’.

Net Revenue Retention (NRR) Rate, also known as Net Dollar Retention (NDR), is the percentage of recurring revenue retained from existing customers in a defined time period, including expansion revenue, downgrades, and cancels. This churn metric gives a comprehensive view of positive as well as negative changes with respect to customer retention.

Operating margin is the percentage of revenue remaining after subtracting all operating expenses, showing how efficiently a business converts sales into profit.

Opportunity Win Rate measures your sales team's effectiveness at converting qualified opportunities into closed-won deals. It's calculated by dividing the total number of won opportunities by the total number of opportunities that reached a final decision (won plus lost), expressed as a percentage. This metric reveals how competitive and skilled your sales organisation is at the moment of truth—when prospects are making buying decisions.

Out of Cash Date is the projected point in time when a company's cash reserves will reach zero, calculated by dividing current cash by monthly net burn rate. Expressed as months of runway remaining, it is a critical planning metric for CEOs and CFOs managing companies that are not yet cash flow positive.

Page views are the total count of times a page loads or reloads in a user's browser, including repeat visits by the same user.

Pages per Session is the average number of pages a user views during a single website visit, calculated by dividing total page views by total sessions. It indicates how well a site holds visitor attention and encourages exploration beyond the initial landing page.

Patient Satisfaction Score (PSS) is a healthcare metric used to quantify a patient's overall experience with the care they receive. It is a key indicator of the quality of care, focusing on the patient's perspective rather than clinical outcomes alone. A high PSS suggests that patients feel they are treated with respect, that their needs are met, and that the care provided is of high quality. This metric encompasses various aspects of the patient journey, from the initial appointment scheduling to discharge and follow-up care. It provides valuable feedback that healthcare organizations can use to identify areas of strength and opportunities for improvement.

Patient Wait Time is a key performance indicator in healthcare that measures the duration a patient waits to receive care. This metric can be applied to different points in the patient journey, such as the time from arrival to being seen by a physician in the emergency department, the wait for an outpatient appointment with a specialist, or the period from a physician's referral to a surgical procedure. Monitoring patient wait times is crucial for assessing the efficiency, accessibility, and quality of a healthcare system. Shorter wait times are generally linked to a better patient experience and can improve clinical outcomes by ensuring timely care.

Payment acceptance is the percentage of attempted payments that are successfully authorised and accepted. In credit-card terminology, this is often called the authorization rate. Failed payments — whether declines by the card issuer, routing issues, or declines due to fraud filters — are a major source of lost revenue in online commerce because acceptance rates for card-not-present (online) payments are generally lower than for in-person transactions.