Average Server Response Time is the average amount of time an application’s web server takes to return the results of a request to the user. It is affected by several factors including network bandwidth, number of users, and number and type of requests submitted.

Average Session Duration measures the average amount of time spent per session on your website. It is calculated by dividing total time spent across sessions by the total number of sessions.

Average Speed to Answer (ASA) is the average amount of time taken for a call centre agent to answer an inbound customer call, including time spent waiting in a queue. It excludes time spent navigating an IVR system. This metric one of the most important signals tied to customer satisfaction.

Average Time on Page is a web analytics metric that measures the average amount of time spent on a single page by all users of a website. This metric does not consider exit pages or bounces, and only measures the average time spent by users on non-exit pages. An exit page is the last page of a website session.

Base Net Burn gives a view of your Net Burn excluding customer acquisition costs (CAC).

Bessemer Efficiency Score is a measure of capital efficiency that tracks net new ARR against net burn for a given period. This metric showcases the incremental ARR dollars added for every dollar of burn, effectively measuring a company’s spending habits.

In an hour-based agency, the billable utilisation serves as a crucial metric, representing the percentage of billable hours employees spend on billable client projects. A higher billable utilisation indicates optimal efficiency and resource allocation, while a lower rate may suggest under-utilisation or potential areas for workflow improvement.

Bookings is a key sales metric that is calculated by taking the total dollar value, including subscription, implementation, and discounts, that a customer has committed to spend for a product or service within a specified period.

Burn Multiple measures how much a startup is burning in order to generate each incremental dollar of ARR. This metric evaluates burn as a multiple of revenue growth. The higher the Burn Multiple, the more the startup is burning to achieve each unit of growth. The lower the Burn Multiple, the more efficient the growth is.

Burn Rate measures the rate, expressed as a percentage, at which money raised through external funding is spent. It is mainly used by start-ups to track the speed of spending over time and estimate the cash needed for operations and growth. It can be calculated either as Gross Burn Rate or Net Burn Rate.

CAC Payback Period is the time it takes for a company to earn back their customer acquisition costs. The value depends on how high the Customer Acquisition Cost (CAC) is and how much a customer contributes in revenue each month or each year.

Call Abandon Rate is the percentage of people who hang up before they are able to reach an agent. Abandon Rate is very closely related to Average Time to Answer.