Customer Satisfaction Score

The average satisfaction rating from post-service customer surveys.

Technician

Unit: number

Higher is better

Typically measured on a 1-5 or 1-10 scale. A leading indicator of retention and referral likelihood. Track trends rather than absolute values.

AVG(Survey Rating)

diamond-customers
satisfactionScorelastSurveyDate
Survey data from FieldRoutes

Callback Rate

The percentage of completed services requiring a follow-up visit to address issues.

Retention Rate

The percentage of customers retained (not cancelled) during the period.

Churn Rate

The percentage of active customers who cancelled their service during the selected time period.

Real-time (Cosmos DB)

Climb Analytics