Metrics to monitor customer satisfaction
Posted: Wed Jan 22, 2025 8:19 am
A screenshot of the Instagram Business Profiles report in Sprout Social where audience growth is represented in a graph over time.
Follower growth rate
Follower growth rate is a percentage that shows you how quickly your audience is actually growing—or slowing—within a certain time period.
Here’s how this is calculated: (Followers you canada b2b leads gained in a specific time / the initial number of followers you had prior to that gain) x 100
For example, let’s say you had 10,000 followers at the beginning of June. By the end, you have 10,200 followers. You would calculate your growth rate like this: (200 / 10,000) x 100 = 2% growth rate.
Audience size
As I mentioned, this is often disregarded as a vanity metric. But this is likely because it’s looked at on its own, rather than in the larger context of performance and channel health.
Keeping track of changes to your follower count monthly, quarterly and yearly is an important data point that fuels the higher-level metrics we just mentioned.
Conversations on social media reveal valuable information about what is and isn’t working with your content, customer care, brand, products and more. Here are a few proactive metrics to monitor for customer satisfaction:
Reply time
Being responsive on social is key to building community, and serving your customers. Almost three-quarters of consumers expect a response within 24 hours, according to The Sprout Social Index™.
Follower growth rate
Follower growth rate is a percentage that shows you how quickly your audience is actually growing—or slowing—within a certain time period.
Here’s how this is calculated: (Followers you canada b2b leads gained in a specific time / the initial number of followers you had prior to that gain) x 100
For example, let’s say you had 10,000 followers at the beginning of June. By the end, you have 10,200 followers. You would calculate your growth rate like this: (200 / 10,000) x 100 = 2% growth rate.
Audience size
As I mentioned, this is often disregarded as a vanity metric. But this is likely because it’s looked at on its own, rather than in the larger context of performance and channel health.
Keeping track of changes to your follower count monthly, quarterly and yearly is an important data point that fuels the higher-level metrics we just mentioned.
Conversations on social media reveal valuable information about what is and isn’t working with your content, customer care, brand, products and more. Here are a few proactive metrics to monitor for customer satisfaction:
Reply time
Being responsive on social is key to building community, and serving your customers. Almost three-quarters of consumers expect a response within 24 hours, according to The Sprout Social Index™.