Metrics for Fintech Startups

As a fintech startup, it's important to track key growth metrics to understand the health and success of your business. These may include customer acquisition cost (CAC), lifetime value (LTV), monthly recurring revenue (MRR), retention rate, and net promoter score (NPS). By regularly tracking and analyzing these metrics, you can make informed decisions about how to optimize your business for growth and achieve long-term success.

Metrics for Fintech Startups

Key Growth Metrics for Fintech Startups

Tracking and analyzing key growth metrics is essential for understanding the health and success of your business. These metrics can provide valuable insights into areas of strengths and areas for improvement, and help you make informed decisions about how to drive growth and achieve long-term success. Especially in the very cutthroat fintech sector, startups must regularly review and improve their metrics to make sure they are headed in the correct direction. Fintech startups may make wise judgments about their product development, marketing strategies, and general business strategies by regularly monitoring their metrics. This will ultimately lead to their success and growth in the industry. Moreover, since it is vital to comprehend the condition and performance of your company whether you run a major firm or a small fintech startup, companies must measure and evaluate their key growth KPIs (key performance metrics) now more than ever. Here are some of the most important growth metrics for fintech startups to consider:

Customer Acquisition Cost (CAC)

This metric becomes a crucial statistic for every company seeking to expand and scale by measuring the cost of acquiring each new customer, including marketing and sales expenses. This metric is important because it gives organizations insights into the profitability of each customer and helps them determine how cost-effective their marketing and sales activities are working. As a result, with the aid of the CAC metric, businesses can determine which sales and marketing channels work best for bringing in new clients and can then allocate resources depending on that decision. In order to give an example to show the use of this formula, to maximize their return on investment, a business may decide to move their marketing spend to social media if they discover that their social media advertising initiatives have a significantly lower CAC than their other advertising channels. In addition to CAC’s impact on the marketing and advertising area, it can also be helpful for pricing strategies for profit maximization or future growth predictions and scalability methods. For instance, companies can estimate how much they must spend on various departments of the firm to meet their growth objectives by knowing their cost per acquisition. Therefore, they can then modify their strategy as necessary.

Despite the various benefits provided by this metric, it has a very simple formula. To calculate CAC, divide the total cost of sales and marketing efforts by the number of new customers acquired in a specific period. For example, if a company’s monthly spending for marketing and sales is $100.000, which is the cost, and gained 1000 new customers in the same time period, its customer acquisition cost will be $100 ($100.000 / 1000) per new customer. It's critical to remember that the sales and marketing costs included in the CAC calculation should be thorough and account for all costs associated with customer acquisition, including advertising and advertising channels’ costs, salaries and commissions for sales and marketing personnel, software, tools and other technical equipment used for marketing automation and analytics, as wellas any other costs associated with gaining new clients.

A company can use this measure to assess the success of its marketing and sales efforts once it has computed its CAC. Firms may need to reassess their marketing channels, sales strategies, or pricing methods if their CAC is higher than expected in order to increase the cost-effectiveness of their operations. In such a case, it's important to keep CAC low to ensure that the company is growing efficiently. However, if a company's CAC is lower than anticipated, it may be able to devote more funds to expanding its customer base. To conclude, a certain answer for all companies about their customer acquisition cost metric cannot be stated regardless of their current situation and position in the industry.

Lifetime Value (LTV)

This metric measures the projected revenue a customer will generate over the lifetime of their relationship with the company. LTV calculates the total revenue a client generates after deducting the expense of acquiring and maintaining that customer. Similar to the CAC metric, this statistic is crucial because it enables companies to more accurately allocate resources, determine high-value clients, and assess the profitability of their customer base.

Since the formula considers many variables such as average purchase value, frequency of purchases, customer lifetime value, and profit margins, businesses must take into account the different aspects of their operations in order to calculate their LTV. The simple formulation for lifetime value is the average purchase value multiplied by its frequency or, in other words:

LTV = (Average Purchase Value * Purchase Frequency * Customer Lifespan)

To show how it works more clearly, we may use hypothetical examples for better understanding. Let’s assume that a company's average purchase value is $50, it receives purchases in a 4-time-per-year frequency and most of its customers have a lifespan of 4 years. In this case, the lifetime value will be equal to $800 ($50*4*4). This indicates that the company anticipates earning $ 800 from this consumer over the length of its partnership.

As a result of this computation, companies can discover chances to optimize their marketing and sales tactics and obtain insightful information about the profitability of their customer base. For instance, if a company discovers that its high-value customers have a considerably greater LTV than its typical customer, it may decide to concentrate its marketing efforts on attracting more clients that fit this description. Hence, it can be stated that a high LTV is a good indicator of a healthy and sustainable business model.

Although this example only exhibits the lifetime value’s obvious effects on marketing or sales strategies, LTV can direct efforts to develop products and keep customers. Companies can spend on developing products and services that are more likely to appeal to their highest-value consumers and establish customer retention tactics that assure long-term success by assessing the entire value a client will provide to their firm. By targeting a specific customer group whose lifetime value is greater than others, companies can have more distinctly defined objectives and be more successful in reaching those objectives.

Monthly Recurring Revenue (MRR)

This metric measures the predictable, recurring revenue generated by the company monthly. It's a key indicator of the stability and growth potential of a fintech startup since it especially works for businesses based on subscriptions. MRR is a crucial measure because it aids companies in comprehending their revenue stream and in making data-driven decisions regarding their future expansion.

To calculate MRR, add up all the recurring revenue generated in a given month, including subscriptions, memberships, and other recurring payments. Alternatively, it can be formulated as the total monthly revenue produced from subscriptions and others. To clarify this technical explanation, consider a company that has 50 customers, and as a subscription price, $50 is received from each of them every month. As a result, the monthly recurring revenue will be $2500($50*$50). Although there are only two variables in this example for simplicity, MRR covers all of the income roots, which results in an effective analysis of repetitive revenue.

After this calculation to find the value of MRR, certain comments can be done to cure the financial and operational position of the company. For instance, if MRR  is steadily rising over time, the business is successfully bringing in new clients and also keeping hold of existing ones. On the other hand, the business may need to review its business and management strategy if MRR is stagnant or declining since this could be a sign that they are having trouble attracting new clients or retaining its previous customers.

Due to its inclusivity, monitoring MRR has a lot of advantages. Business owners may use this information to make data-driven estimates about pricing, marketing and advertising, and advances in their products because it gives them a clear picture of their revenue stream. Furthermore, MRR is a prognostic measure that aids firms in estimating possible revenue growth in the future. A company can find chances for growth and optimization by looking at its monthly recurring rates’ trend patterns throughout time.

In addition to its well-known, basic benefits, MRR aids companies in assessing the viability of their subscription-based business model. For instance, a startup, especially a fintech startup, may rely on subscriptions. From this fintech startup’s perspective, the importance of the accurate evaluation of MRR increases significantly. To conclude, MRR can affect diverse areas of businesses such as their revenue stream, forecasted future growth, and assessment of the viability of its business model by helping a company to analyze and interpret those areas carefully. Thus, businesses can create a profitable subscription-based model by analyzing MRR over time and using it efficiently to develop their decision-making processes.

Retention Rate

This metric measures the percentage of customers that continue to use the company's products or services over time. From this point of view, the retention rate may be classified as a similar metric to customer lifetime value (LTV). However, it is still an important measure because it enables companies to assess the performance of their efforts to keep customers, pinpoint areas for development, and make data-driven decisions regarding their future expansion. Asa result, it may be defined as a detailed metric that differs from LTV with its specialization from a different standpoint. Also, it can be claimed that the higher the retention ratio, the higher the success in operational excellence because a high retention rate is a certain signal of customer satisfaction and loyalty.

To calculate the retention rate, divide the number of customers at the end of a specific period (such as a month, quarter, or fiscal year) by the number of customers at the beginning of that period, and multiply by 100. In other words, the simple formula for the retention rate can be stated as follows:

Retention Rate = Remaining customers / Total number of customers* 100

For a detailed look, an example may help to identify the metric more competently. In this example, a company's retention rate for the month would be 80% if it had 1,000 clients at the beginning and 800 at the conclusion of the month(800/1000 * 100 = 80%). This indicates that throughout the month, 80% of the company's clients used its goods or services whereas the company also lost 20%of its previous customers. Although it shows that the company is able to maintain most of its clients, the increases and decreases in this rate should be frequently checked, and the reasons behind it should be analyzed and solved in order to make the necessary improvement for not losing extra customers.

This computation and the output result in several benefits for the ones who use retention rate in their analysis. First of all, it aids firms in determining the success of their attempts to retain customers. Businesses can uncover trends and patterns in customer behavior by monitoring retention rates over time. They can then use this information to shape their vital decisions and plans on how to increase customer happiness and loyalty.

Secondly, as it is referred to earlier, clients’ lifetime value (LTV), which represents the overall revenue a customer is anticipated to contribute over the length of their engagement with a business, is directly related to the retention rate. Businesses may raise customer LTV and boost overall profitability by increasing their retention rates. Therefore, with a combination of both metrics, fintech startups can facilitate the execution of the expanding process.

The third and last advantage of the retention rate is its ability to forecast both upcoming growth and income. Firms can forecast future income and growth possibilities, as well as decide how to deploy resources for marketing, sales, and client retention initiatives by looking at retention rate updates.

To sum up, the retention rate is an essential indicator for companies that wish to assess the effectiveness of their efforts to retain customers, enhance customer satisfaction and loyalty, raise customer lifetime value (LTV), and predict potential future growth. As a result of these aims of retention rates, businesses can create long-lasting and lucrative companies by monitoring retention rates over time and making data-driven decisions based on this measure.

Net Promoter Score (NPS)

This metric measures the likelihood that a customer will recommend the company's products or services to others. It is predicated on the notion of net promoter score that clients can be categorized into various subgroups such as promoters, passives, and detractors. Customers that are exceptionally happy with a product or service are known as promoters and are more inclined to recommend it to others. On the other hand, clients who are critical of a product or service are likely to discourage other people from utilizing it and they can be referred to as detractors. In this categorization of the customer satisfaction scale, passives fall somewhere in between and refer to the ones who have neutral opinions about the products. As a result, it can be concluded that a high NPS is always a good indicator of customer satisfaction and the company's overall brand perception. Therefore, firms should try to increase the number of promoter customers and also should prioritize this metric’s analysis in order to meet the expectations of their clients and reach more and more customers with the aid of the positive comments of their satisfied and loyal clients.

To calculate NPS, ask customers to rate their likelihood of recommending the company on a scale of 0 to 10, and divide the number of promoters (9-10) by the total number of respondents. Based on their comments, customers are then sorted into three categories which are previously defined as promoters, passives, and detractors. The constraints on the categories might be as follows: Customers who give a score between 8 and 10 are considered promoters. Customers who give a score between 6 and 8 are considered passives. Customers who give a score below 6 are considered detractors. However, these numbers are just hypothetical examples in order to justify the working system of the net promoter score metric, and these intervals can change depending on the needs and products of the company.

After this determination of the scale, the percentage of detractors is then subtracted from the percentage of promoters to determine the NPS. The formula does not account for the passives since its main target is to analyze the extreme points and reach a conclusion based on them. If every consumer is a detractor, the final score will be -100. Otherwise, it will be +100 if all customers are promoters. This means that the NPS would be 10 ((40/100 – 30/100) * 100) if a company received feedback from 100 consumers, of which 40 were promoters, 30 were passive, and 30 were detractors. A score of 10 may not be adequate in terms of customer satisfaction and should be improved by trying to enlarge the audience that the product appeals to.

The importance of NPS can be interpreted from several viewpoints. The first one is its ability to offer a simplified and standardized solution on how to measure customer pleasure, how to use the measured number, and choose the points to focus on across different departments of a business or an entire industry. Secondly, the metric of net promoter score and company expansion and also profitability outputs go hand in together. According to recent studies, companies with high NPSs expand more quickly and generate more income than those with low NPS results. Lastly, as businesses can find opportunities to increase customer satisfaction and loyalty by examining the trends of this score over time and comparing them to industry benchmarks, they can also use this information to make educated decisions about how to allocate resources for marketing, sales, and customer retention initiatives.


After this focused analysis of the key metrics’ impact on businesses, mainly on fintech startups, it can be clearly seen that every business should develop an approach to follow and regulate their strategies and plans by tailoring them to these metrics regardless of their size. In addition, the usage of just one metric often results in failure since they cannot perform effectively without the output of the comparison between these metrics and the combined perspective for them. By regularly tracking and analyzing these growth metrics, fintech startups can identify trends and patterns, and make data-driven decisions about how to optimize their business for growth. The important point of this process is the routine reviews and updates of these metrics to ensure that the company is on track to reach its goals.

At Finsmart, we create a positive and welcoming atmosphere to foster collaboration and creativity. Our team is treated with respect, kindness, and professionalism, leading to increased productivity, innovation, and success.

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