The Key Metrics section on the Account Page gives an overview of important metrics about account engagement and how this changes over time. Key metric values update daily.

The Key Metrics section has two components: the Key Metric tiles and the Key Metrics graph.

Key Metric tiles are individual metric names and their values displayed together in a grid.

The Key Metric graph visualises metric changes over time.

Key Metrics cover a variety of data points, including:

Key Metrics empower CSMs to analyse engagement in their book of business and take action to tackle churn risk:

This provides CSMs with crucial information about the account that can be shared in quarterly business reviews (QBRs).

The Key Metrics Graph is used to:

Add metrics to the key metric graph to compare them.

View the full list of metrics by clicking the See More tile or checking the Show all metrics on the graph checkbox (use See Less to remove tiles).

The Engagement Level is shown as a vertical bar, with different colours indicating engagement changes over time. In the example below, the account’s engagement has remained Very Low since December 2024, where the engagement score was previously Low.

The Key Metrics graph plots selected metrics in a timeline view. The data summary on the right of the graph shows the exact data and engagement level for the selected date on the graph. Move your mouse along the graph to see the data summary for each date. In the example below, the account has an average video length of 1.6 hours and 23.4% of videos embedded on January 3rd 2025.

Data can also be viewed as a bar chart on the key metrics graph. Enable bar charts by clicking the bar chart icon on the metric tile and selecting Bar chart.

Alternatively, click the bar chart icon next to the metric in the data summary, as seen below.

The graph can also show daily versions of metrics (rather than cumulative) by selecting Line chart (change per day) or Bar chart (change per day). In the example below, the percentage of users with browser extension enabled metric is shown as a Line chart (change per day), with increasing and decreasing values over time.

To change the time period displayed on the graph, select the Period dropdown.

To show a specified time frame on the Key Metrics graph, select Custom and choose between two calendar dates. The example below shows the Active users metric filtered on 2 weeks between 10th January 2025 and 24th January 2025.

Compare metrics against the average of all customers in the same segment using benchmarks.

Clicking the Show benchmark toggle above the metric tiles will show the benchmark for each metric against the account segment and against the length of time in contract. This ensures the account metrics are fairly compared against accounts of a similar size and contract tenure.

Toggling on the Show benchmark view will change the x-axis from displaying dates to displaying the Days since start of contract. This allows comparison between where this customer is today to where other customers were when they were at the same point in their contract.

The data summary shows the exact values for the current account’s metrics (Actual), the average of that metric for other customers in the same segment (Av.), and the difference between these two values (Diff.) The example below shows the different users metrics and these values on the Key Metrics graph.

Example

The account below is in the scale segment. The account is currently on day 211 of their contract. At this stage the average number of videos created in this segment is 3,000. This account has created 514 videos at the same stage. Therefore, we can deduce that this account is behind its peers on this particular metric.

Organisations have many metrics in Hook. Easily find metrics in the Key Metrics section using categories.

Click the Metrics button above the key metric tiles to find each category.

A list of metric categories will appear. Select each category to see the list of metrics available, which can be added to the key metrics graph.

Related Article: Key Metric Categories: Organising Key Metrics

Pin a metric for it to automatically appear on any account page you view in Hook.

It is possible to configure the metrics that automatically appear for all accounts for all Hook users in your organisation. For more information, email support@hook.co.

To temporarily remove all key metrics from the Key Metrics section on the current account page, follow the steps below:

Metrics can then be added into Key Metrics by selecting from the list within Key Metric Categories.

To remove a metric for all Hook users across all accounts, go to Key Metrics settings and switch off the toggle for the Key metrics column.