After seeing dozens of Simplified One Page Strategic Plans, it became apparent that there are two metrics that most startups aren’t tracking and need to add to their main KPIs. But first, let’s back up. What’s the lifeblood of every business? Answer: employees and customers. If those are at the core, then their happiness should be tracked.
Startups need to start tracking these two metrics:
- Employee Satisfaction Score (ESAT) – Whether it’s the Net Promoter Score question or something simple via Survey Monkey, it’s critical to take a regular pulse of employee happiness.
- Customer Satisfaction Score (CSAT) – Whether it’s using a purpose-built tool like TrustFuel or something like the Zendesk customer satisfaction rating report, customers happiness needs to be constantly measured.
Entrepreneurs would do well to start tracking employee and customer satisfaction as part of their key metrics. Happy employees and happy customers are the core to every successful business.
What else? What are some more thoughts on tracking employee and customer satisfaction scores?
David Cummings on Startups 
To track employee engagement, we always use the Gallop 12-question employee engagement survey. It’s incredibly enlightening and can gives owners and execs actionable results to fix employee engagement issues. https://q12.gallup.com/