Fernhill · metric dictionary
Every figure Fernhill reports, and what it means.
25 metrics in 5 chapters: what each one measures, how it is computed, who owns it, and which dashboards would change if its definition did. Every figure here is computed from the same ledger the dashboards read, to the end of Aug 2026.
- certified
- 19
- provisional
- 3
- under review
- 2
- deprecated
- 1
- Refreshed
- 21 Sep 2026, 06:00 UTC
Figure of the month
Net revenue retention
105.4%Aug 2026 · +0.3 pts on Jul 2026
Net revenue retention was 105.4% in Aug 2026. For every $100 an account was paying at the start of the window, Fernhill now bills $105.42 — after upgrades, downgrades and cancellations, and before any new customer.
Percent
Recently changed
Changelog8 Sep 2026 · v3
First response timeAn automatic acknowledgement is not a response. The desk was reporting two minutes for a wait of two hours.
Aug 2026: 2 min1.4 h(×40)14 Jul 2026 · v2
SLA attainmentPause the clock while a ticket waits on the customer, as the contracts say.
Jun 2026: 84.4%95.3%(+10.9 pts)2 Jun 2026 · Deprecated
Customer lifetime valueDividing by a monthly churn rate made the figure swing by thousands of dollars on a quiet month.
3 Mar 2026 · v2
Net revenue retentionReturning accounts were won back, not retained. Their revenue moves to Net new MRR.
Feb 2026: 107.1%105.0%(−2.1 pts)
Contents
Figures for Aug 2026
Revenue
What Fernhill bills each month, and how much of it stays.
Customers
Who pays, who leaves, and what an account is worth while it stays.
Acquisition
How new workspaces arrive, convert, and what each one costs.
Product usage
Who uses the scheduler, how often, and whether new teams get going.
Support
How quickly the support desk answers, and how customers rate it.