Net promoter score. Customer churn rate. Monthly recurring revenue. These are all high-profile customer success metrics, prominently featured in most posts on the topic. There’s no denying these metrics have value – but do they really tell the whole story? Key performance indicators (KPIs) like net promoter score and churn rate tell you if there’s a problem or if your company is doing well overall. But to figure out what to do next, you need to dig a little deeper.

There’s no doubt that your company benefits when employees are actively interested in their work. A recent Gallup survey revealed that highly engaged employees are more productive, have higher customer ratings, and are more likely to stay with the company. The value of employee engagement may seem obvious to you as a manager. Even so, many organizations struggle to keep employees interested in their work. Worldwide, just 15% of employees are engaged.

Geckoboard makes it easy to share your important metrics - whether your team are co-located or remotely distributed around the world. When you all share an office it's simple to put your dashboard up on a TV for everyone to see, but fostering that same culture of transparency and focus can be harder when you’re limited to communicating via Slack, email, and remote meetings.

Importing live data into a Google Sheet or Excel spreadsheet might seem like a daunting task, but it’s easier than you think… If you’re reading this you probably know spreadsheets are a useful way to aggregate, tidy and analyse data. But what you probably don’t know is that with some simple techniques and plugins, any humble spreadsheet can be transformed into an incredibly powerful, automated, data-gathering machine that can save you or your team hours of manual input.

A Censuswide study found that only 24% of decision-makers at surveyed organizations were confident in their data literacy. That means over 3/4 of respondents might be making business decisions based on potentially inaccurate data interpretation. Data literacy is the ability to accurately read, analyze, and apply data. It’s a crucial skill for team members of all levels.

Continuing our series of Geckoboard customer interviews focused on KPIs, goal setting frameworks and dashboards, we speak to Matt Bryant, Customer Service Manager for COBB Tuning. Matt tells us how COBB Tuning maintains a consistently high CSAT score with a large volume of tickets and how their dashboards have kept the team pulling in the right direction throughout the Covid crisis.

In 2007, toothpaste company Colgate ran an ad stating that 80% of dentists recommend their product. Based on the promotion, many shoppers assumed Colgate was the best choice for their dental health. But this wasn’t necessarily true. In reality, this is a famous example of misleading statistics. The ad suggested that dentists preferred Colgate over other toothpaste brands. But the survey asked them to list several brands of toothpaste they would recommend.

You spent the whole quarter collecting data about your new website design. You tracked a ton of KPIs, from traffic fluctuations to bounce rates. It's time to show your manager the success of your redesign. How do you do that? With KPI reports. A great KPI report doesn’t just showcase the data you collected; it also presents an argument for the next steps your organization should take.