Key Metrics
Quantitative methods:
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
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
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
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
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
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
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
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
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
Qualitative methods:
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
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
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
Digital methods:
Customer Support Interactions: Analyzing customer support tickets, chats, and emails for common issues and user sentiments. For example, Text analysis, sentiment analysis. Learn more
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
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
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