Measure Customer Progress
Choose one customer-progress metric that is closer to the job than satisfaction alone.
Customers do not renew because your internal activity looked busy. They renew when the job they hired you for reliably moves forward. Start with the job Name the customer's desired progress before choosing a metric. Usage may matter, but only if usage predicts that progress. Use VoC to phrase success Customer language reveals what good feels like: fewer surprises, faster close, cleaner handoff, less executive risk. Translate that into a measurable outcome. Track recovery health After misses, measure how quickly you restore progress and whether the same failure recurs. Recovery metrics expose trust debt that satisfaction averages can hide.
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