SaaS Metrics for Customer Experience: Status Page Response Time, Social Proof, and TTV


statuscast.comWhile customer satisfaction and retention are essential for any company looking for growth, there are some specific marketing metrics used by SaaS companies. These metrics are specific to SaaS companies because of how heavily SaaS models rely upon recurring revenue. These metrics are all linked to the customer experience and are: status page response time, social proof, and TTV.

Status page response time is the amount of time that passes between when an incident occurs that impacts application availability or performance and when your status page communicates that an incident has occurred to your end users. We’ll get into a more nuanced understanding of how this does work and should work further below. For now, it’s enough to say that this and its correlation to customer satisfaction is the metric you pay attention to to improve your response to downtime-related churn risks.

Read more about these SaaS metrics for customer experience at


photo CC by J E Theriot


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