Customer Success / Onboarding
Onboarding Completion Rate ~ (aka "activation rate", "implementation completion")
The share of new customers who finish the defined onboarding and reach a working state.
The fork, why two teams get different numbers
Numerator definition and denominator both fork.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: CS / onboarding convention - no single standards body