# Key Metrics **Quantitative methods:** 1. **Customer Satisfaction Score (CSAT):** A metric that measures how satisfied customers are with a product or service. It is usually measured by asking customers to rate their satisfaction on a scale of 1-5 or 1-10. [Learn more](https://www.qualtrics.com/au/experience-management/customer/what-is-csat/?rid=ip\&prevsite=en\&newsite=au\&geo=IN\&geomatch=au) 2. **Net Promoter Score (NPS):** A metric that measures customer loyalty by asking customers how likely they are to recommend a product or service to others on a scale of 0-10. [Learn more](https://www.qualtrics.com/au/experience-management/customer/net-promoter-score/?rid=ip\&prevsite=en\&newsite=au\&geo=IN\&geomatch=au) 3. **Customer Effort Score (CES):** A metric that measures how easy it is for customers to use a product or service. It is usually measured by asking customers to rate the ease of use on a scale of 1-5 or 1-10. [Learn more](https://www.qualtrics.com/au/experience-management/customer/customer-effort-score/?rid=ip\&prevsite=en\&newsite=au\&geo=IN\&geomatch=au) 4. **Attribute Satisfaction Measurement:** A metric to gauge customer satisfaction through their liking/disliking and judgment of product attributes. For example, "How satisfied are you with the 'facilitator' of your life skills program?". [Learn more](https://www.qualtrics.com/au/experience-management/customer/measure-customer-satisfaction/#:~:text=3.%20A%20series%20of%20Attribute%20Satisfaction%20Measurements%20\(Affective%20and%20Cognitive\)) 5. **Customer Churn Rate (CCR):** A metric that measures the percentage of customers who stop using a product or service over a given period of time. [Learn more](https://frontlogix.com/how-to-measure-and-improve-clv-crr-ccr/#what-is-ccr:~:text=Customer%20Lifetime%20Value.-,What%20is%20Customer%20Churn%20Rate%20\(CCR\),-Customer%20Churn%20Rate) 6. **Customer Lifetime Value (CLV):** A metric that measures the total amount of money a customer is expected to spend on a product or service over their lifetime. [Learn more](https://www.qualtrics.com/au/experience-management/customer/customer-lifetime-value/?rid=ip\&prevsite=en\&newsite=au\&geo=IN\&geomatch=au) 7. **Conversion Rates:** It is the percentage of users who complete a desired action (e.g., sign up, purchase) out of total visitors. For example, if 100 people visit a website and 10 of them sign up, the conversion rate is 10%. The calculation is (Number of Conversions / Total Visitors) \* 100. [Learn more](https://markettailor.io/blog/importance-of-customer-service-in-conversion-rate-optimization) 8. **Retention Rate:** It is the percentage of users who continue to use a product over a specific period. For example, if a product has 100 users at the beginning of the month and 80 of them are still using it at the end of the month, the retention rate is 80%. The calculation is ((End of Period Users - New Users) / Start of Period Users) \* 100. [Learn more](https://blog.logrocket.com/product-management/retention-rate-meaning-formula-how-to-calculate/) 9. **Task Success Rate:** It is the percentage of successfully completed tasks by users. For example, if 100 users attempt to complete a task and 80 of them are successful, the task success rate is 80%. The calculation is (Number of Successfully Completed Tasks / Total Number of Tasks) \* 100. [Learn more](https://www.playerzero.ai/advanced/kpi-guides/how-to-calculate-task-success-rate) *** **Qualitative methods:** 1. **Customer Interviews:** A method of gathering feedback from customers through one-on-one interviews. This method allows for in-depth feedback and can provide insights into customer needs and pain points. [Learn more](https://blog.hubspot.com/service/customer-interviews) 2. **Focus Groups:** A method of gathering feedback from a group of customers in a structured setting. This method allows for group discussion and can provide insights into customer opinions and attitudes. [Learn more](https://ctb.ku.edu/en/table-of-contents/assessment/assessing-community-needs-and-resources/conduct-focus-groups/main) 3. **Surveys:** A method of gathering feedback from customers through a set of standardized questions. This method allows for large-scale data collection and can provide insights into customer satisfaction and preferences. [Learn more](https://www.scribbr.com/methodology/survey-research/) *** **Digital methods:** 1. **Customer Support Interactions:** Analyzing customer support tickets, chats, and emails for common issues and user sentiments. For example, Text analysis, sentiment analysis. [Learn more](https://www.sprinklr.com/blog/customer-interaction-analytics/) 2. **Web-analytics, Heatmaps and Click Tracking:** Visualizing user interactions on a website or app to understand where users click and spend time. For example, Heatmap tools, click tracking software. [Learn more](https://www.hotjar.com/blog/click-maps/) 3. **System Usability Scale (SUS):** It is a widely used questionnaire designed to assess the perceived usability of a system. It consists of 10 questions that participants answer on a Likert scale, providing a quick and reliable measure of overall user satisfaction with a given system. [Learn more](https://www.usability.gov/how-to-and-tools/methods/system-usability-scale.html) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://10x-impact-labs.gitbook.io/measuring-user-satisfaction-toolkit/user-satisfaction/key-metrics.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.