Start with the promise
Before adding another metric, clarify what your customer actually expects. It may be a business outcome, ease of use or access to help. Bring Sales, Customer Success and Service together to make that promise and its boundaries explicit.
Observe the moments that matter
Onboarding, a usage difficulty, a complaint and renewal all test trust. Combine operational data with qualitative listening: numbers tell you where to look, while conversations help you understand why.
Make ownership shared and specific
Assign an owner to each priority friction point and check with the customer that the response solves the problem. A useful dashboard connects satisfaction signals, adoption and commitments kept. Start with one critical journey before expanding.