Another metric that is tracked is the Renewal Rate (RR). At the end of the life of a service contract, you want to be able to renew all of the services previously sold. So, using the example on the previous page, when the service contract is at its end, you want to be able to renew all the services ($150,000) your customer had purchased previously. If you do, then the Renewal Rate metric would be 100%.

Post-Sales Customer Sat (CSAT) measures the end customer’s satisfaction with the quality of service delivered. This metric is done through customer surveys. You need to maintain a certain level of customer satisfaction as a program eligibility metric.