WIP: Metrics

Definitions

ARR

  • IARR: WIP // Incremental Annual Recurring Revenue
  • New Logo ARR (1%): ARR from new logos signed, with start dates in the respective period.
  • Expansion ARR (1%): ARR from existing customers with a cross-sell/upsell deal, with start dates in the respective period (e.g. increased licensed seat count, upgrading from E10 to E20).
  • Contraction ARR (1%): Reduction in ARR from existing customers, but where they are still paying Mattermost.
  • Churn ARR (1%): Reduction in ARR from an existing customer where they are no longer paying Mattermost.
  • Net New ARR (1%): (New logo ARR + Expansion ARR) - (Contraction ARR + Churn ARR)
  • Count of New Logos (1%): Count of new logos signed, with start dates in the respective period.
  • Count of Churned Logos (1%): Count of logos lost where an existing customer is no longer paying Mattermost.

Magic Number

  • Magic Number (Gross Margin Adjusted): Net New ARR in a period multiplied by Gross Margin in the period, divided by total Sales & Marketing expense in prior period.
  • Magic Number (No Gross Margin adjustment):
  • Gross Margin: Net sales revenue minus cost of goods sold

Active Users

  • Total Active Users: The total number of user accounts created on a single Mattermost server. Excludes deactivated accounts, deleted accounts and bot accounts. This is also the “Total Active Users” measure shown in System Console > Site Statistics.
  • Registered Authorized Users: Same as Total Active Users.
  • Total Registered Users: The total number of user accounts created on a single Mattermost server, including deactivated and deleted accounts.
  • Daily Active Users (DAU): The total number of users who viewed the Mattermost site in the last 24 hours. Excludes bot accounts. This is also the “Daily Active Users” measure shown in System Console > Site Statistics.
  • Monthly Active Users (MAU): The total number of users who viewed the Mattermost site in the last 30 days. Excludes bot accounts. This is also the “Monthly Active Users” measure shown in System Console > Site Statistics.
  • Active User Count: A measure of the number of active users last 24 hours. Legacy measure, do not use this for analysis or decision-making.

NPS

  • Product NPS: The product net promoter score (Product NPS) measures user satisfaction of the product, calculated based on single question “How likely are you to recommend Mattermost?”. The score is based on a -100 to 100 scale, with the calculation detailed here.
  • End User Product NPS: The Product NPS calculated among end users only (ie. not among Team or System Admins).
  • System Admin Product NPS: The Product NPS calculated among System Admins only.

Support

  • Support Metrics (E10 and E20): Metrics calculated based on Zendesk tickets opened by E10 and E20 customers. Tickets opened by non-subscribed organizations are not counted towards these metrics.
  • Tickets Created: Number of net new Zendesk tickets created.
  • First Response Time [Median, hours]: The median number of hours from when a ticket was opened in Zendesk to when the first response was sent to the customer.
  • % First Response >8 Business Hours: % of newly opened Zendesk tickets whose first response time is greater than 8 business hours as defined in https://mattermost.com/support/.
  • Resolution Time [Median, hours]: The median number of hours from when a ticket was opened in Zendesk to when the ticket is resolved.
  • % Resolution Time >7 days: % of newly opened Zendesk tickets whose first resolution time is greater than 7 days.
  • % Resolution Time >14 days: % of newly opened Zendesk tickets whose first response time is greater than 14 days.
  • Number of CSAT Responses: # of new CSAT (Customer Satisfaction) survey responses from customers whose Zendesk ticket was resolved.
  • Customer Satisfaction Score: % of newly submitted CSAT survey responses who responded “Yes” to the question .

For technical analytics definitions not covered here, see the Analytics Playbook.

Best Practices

To be added.