Customer Success Metrics – Page 3

Ticket Reopen Rate (RR) is the percentage of resolved support tickets that customers reopen, signalling the issue was not fully resolved. Tracking this metric gives support teams a direct measure of resolution quality. A rising reopen rate can point to gaps in agent training, product knowledge, or escalation processes. Left unaddressed, it erodes customer trust and increases support volume.

Ticket Reopens is a count of how many times closed support tickets are reopened after a customer responds with an unresolved issue. When a customer replies to a ticket marked as solved, the ticket automatically reopens and receives an open status. Each reopen increments the count by one. A high Ticket Reopens count signals that resolutions aren't sticking — either because agents are closing tickets prematurely or because the underlying issue isn't being fully addressed.

Ticket Resolution Rate is the percentage of support tickets resolved out of the total number received in a given period. It measures how effectively a customer service team closes incoming tickets, reflecting both staffing capacity and agent efficiency. A rate below 100% means tickets are accumulating; a rate above 100% means the team is working through backlog in addition to new volume.

Tickets Solved is the count of support tickets that a customer support agent has marked as solved within a given period. Teams commonly set a daily Tickets Solved target per agent and monitor performance as a percentage of that goal. A solved ticket can be reopened if a customer needs further assistance; tickets that remain solved for a set period convert to closed, which cannot be reopened. Resolution rates vary based on agent experience, escalation level, the product or service being supported, and query complexity.

Time to Value (TTV) measures the elapsed time from when a user selects a product to the moment they first realize tangible benefit from it. Value is typically defined as completing setup and achieving a meaningful first outcome, not just finishing onboarding.

Total Contract Value (TCV) is the full committed value of a contract across its entire term. It includes the initial purchase price plus all other contracted costs, such as recurring fees, installation charges, and ongoing maintenance or support, giving businesses a complete view of what a contract costs from start to finish.

Unsubscribes is the count of users who cancel or do not renew their subscription in a given period. Teams track this metric to catch at-risk customers early and act before the loss becomes permanent.

Weekly Active Accounts measures the number of unique accounts with at least one user who has interacted with an application or platform in a week. An active account may include one or more users, who may each have varying degrees of activity.

Weekly Active Users (WAU) is the count of unique users who interact with an application or platform at least once in a given week. WAU tracks weekly engagement and includes both new and returning users.