2014 Annual SaaS Metrics Survey

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Please answer the questions below. Your personal information will be kept confidential. All participants will receive a copy of the complete report and be entered in a drawing for three $100 Amazon gift cards.

PART 1

YOUR CORE BUSINESS METRICS

1 - How would you describe your sentiment towards the state of your current executive metrics? *

I’m very pleased with the executive metrics we’ve developed

It works and it is good enough. I can’t afford (don’t want to) spend more to get it perfect

I’m not satisfied and spend considerable time/money on improving it

I’m not satisfied, but have learned to live with it

2 - Which of the following metrics do you track? *

Yes

No, but plan to in the future

No, and don't plan to

Website unique visitors

Number of new trial signups or free accounts

Conversion rates (free to paying)

Customer acquisition cost

Customer retention cost

Churn (of paying customers)

Product usage statistics

Customer Lifetime Value (CLV)

Revenue per user

Customer health

Add-on / expansion sales

Net Promoter Score (NPS)

3 - On a scale of 1-5, what is the priority and funding your company gives to the following: *

1 (Lowest)

5 (Highest)

Acquiring new customers

Lowering churn / increasing customer renewals

Growing existing customers (upsell/add-on sales)

4 - If you have a free trial or a freemium offering to acquire paying customers, how much of your new business comes from this? *

0-10%

10-25%

26-50%

>50%

No free trial / freemium

5 - Do you measure Customer Health? *

Select all that apply

Yes, based on surveys, support tickets and social media activity

Yes, based on usage, engagement and activity levels in your application

Required

6 - How frequently do you monitor change in Customer Health? *

Daily (as it happens)

Weekly

Monthly

Quarterly

Annually

Do not measure Customer Health

7 - How do you measure and track churn? *

Select all that apply

By revenue

By # of customers

By # of users / licenses

By product downgrade

Do not measure churn

Required

8 - What was your company's annualized revenue churn rate last year *

0-5%

5-10%

10-15%

>15%

9 - Excluding customers who churn, what is the average increase in revenue from existing customers year-over-year (upsell/add-on sales)? *

1-20%

20-40%

40-60%

60-80%

> 80%

No increase (steady revenue per customer year-over-year)

Declining revenue per customer year-over-year

10 - How much did your company's revenue grow last year? *

0-10%

10-25%

25-50%

50-75%

75-100%

>100%

PART 2

PERSONAL DETAILS

11 - Your email *

(so we can share the final report with you)

12 - Your Role *

C-Level

Director

Manager

Other:

13 - Your Department *

Sales

Marketing

Customer Success / Account Management

Customer Support

Products

Operations

Other:

14 - Your company’s annual revenue

<$1M

$1-10M

$10-50M

$50-100M

>$100M

Clear selection

15 - Does your company have a Customer Success/Account Management team? *

Yes, we have a team of 1-5 people

Yes, we have a team of 6-20 people

Yes, we have a team of more than 20 people

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