On this episode of Investor Connect, Hall welcomes Raymond Luk, CEO, and Founder of Hockeystick.

Founded in 2014 and headquartered in Toronto, Ontario, Hockeystick connects startups with funders. Startups need capital and connections to grow fast. Hockeystick makes the process easier, faster, and more intelligent by using data to drive connections.

Raymond is a serial entrepreneur and investor. He is the founder of Flow Ventures (a financial consultancy for startups), Year One Labs (an early-stage micro-VC fund), and others. He is passionate about entrepreneurship and removing barriers to raising capital through technology. He lives in Toronto with his wife who is a fashion entrepreneur.

Raymond shares what led him to start working in the startup industry. He also discusses the state and evolution of the industry, and some of the challenges startups and investors face.

You can visit Hockeystick at www.hockeystick.co/, via LinkedIn at www.linkedin.com/company/hockeystickco/, and via Twitter at www.twitter.com/hockeystickco. 

Raymond can be contacted via email at rluk@hockeystick.co, and via LinkedIn at www.linkedin.com/in/rayluk-founder. 

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For more episodes from Investor Connect, please visit the site at: http://investorconnect.org  

Check out our other podcasts here: https://investorconnect.org/ 
For Investors check out: https://tencapital.group/investor-landing/ 
For Startups check out: https://tencapital.group/company-landing/ 
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Music courtesy of Bensound.

Startup Customer Success Metrics

Hello, this is Hall T. Martin with the Startup Funding Espresso -- your daily shot of startup funding and investing.

Once you have customers, the next step is to measure their success with your product.

Here are some key metrics to use:

Net Promoter Score - also referred to as NPS, this metric measures how loyal the customers are to the company.

The metric asks the customer to rate the company on a scale from 1 to 10 about their experience with the product.

A score of 1 to 6 is considered a net detractors score.

7 and 8 are considered passive, while 9 and 10 are considered promoters. 

The resulting metric from all customers surveyed ranges from -100 to 100.

A score from 0 to 49 is considered good.

50 to 70 is excellent, and 70+ is top tier.

Other metrics to include are customer churn which is the percentage of customers you lose over a period of time.

Revenue churn is the percentage of customer revenue you lose.

Customer retention rate is the percentage of customers retained.

This can be applied to a cohort of customers.


Thank you for joining us for the Startup Funding Espresso where we help startups and investors connect for funding.

Let’s go startup something today.
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For more episodes from Investor Connect, please visit the site at: http://investorconnect.org 

Check out our other podcasts here: https://investorconnect.org/ 
For Investors check out: https://tencapital.group/investor-landing/ 
For Startups check out: https://tencapital.group/company-landing/ 
For eGuides check out: https://tencapital.group/education/ 
For upcoming Events, check out https://tencapital.group/events/ 

For Feedback please contact info@tencapital.group  

Please follow, share, and leave a review.

Music courtesy of Bensound.