What are User Experience metrics? Identifying the optimal User Experience metrics can be challenging, especially when everyday tasks consume your time. To help you, we've assembled a list of examples to ignite your creativity.
Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.
Find User Experience metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of User Experience metrics and KPIs 1. Customer Satisfaction Score (CSAT) Measures customer happiness with a product or service, usually on a scale of 1-5.
What good looks like for this metric: 80-85%
Ideas to improve this metric Gather customer feedback regularly Address complaints promptly Enhance product features based on user feedback Train customer support staff adequately Implement a loyalty program 2. Net Promoter Score (NPS) Assesses customer loyalty by asking them to rate the likelihood of recommending the product to others on a scale of 0-10.
What good looks like for this metric: 30-50
Ideas to improve this metric Cultivate strong customer relationships Resolve issues swiftly and efficiently Encourage customers to share testimonials Offer incentives for referrals Improve the overall customer experience 3. Customer Effort Score (CES) Evaluates the ease of service usage by asking customers to rate their effort level in completing a task.
What good looks like for this metric: 5 or lower
Ideas to improve this metric Simplify processes Improve website usability Enhance user interface design Provide clear instructions and guidance Reduce waiting times in service 4. Churn Rate Indicates the percentage of customers who stop using a product or service within a particular time frame.
What good looks like for this metric: 5-7%
Ideas to improve this metric Identify reasons causing customer churn Enhance customer retention strategies Offer personalised experiences Develop an attentive onboarding process Continuously engage with customers 5. Customer Lifetime Value (CLV) A prediction of the net profit attributed to the entire future relationship with a customer.
What good looks like for this metric: 3 times the acquisition cost
Ideas to improve this metric Increase customer satisfaction initiatives Track customer purchasing patterns Improve customer segmentation Enhance cross-selling initiatives Increase quality of customer support
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1. Page Load Time The time it takes for a web page to fully load from the moment the user requests it
What good looks like for this metric: 2 to 3 seconds
Ideas to improve this metric Optimise images and use proper formats Minimise CSS and JavaScript files Enable browser caching Use Content Delivery Networks (CDNs) Reduce server response time 2. Time to First Byte (TTFB) The time it takes for the user's browser to receive the first byte of page content from the server
What good looks like for this metric: Less than 200 milliseconds
Ideas to improve this metric Use faster hosting Optimise server configurations Use a CDN Minimise server workloads with caching Reduce DNS lookup times 3. First Contentful Paint (FCP) The time from when the page starts loading to when any part of the page's content is rendered on the screen
What good looks like for this metric: Less than 1.8 seconds
Ideas to improve this metric Defer non-critical JavaScript Reduce the size of render-blocking resources Prioritise visible content Optimise fonts and text rendering Minimise main-thread work 4. JavaScript Error Rate The percentage of user sessions that encounter JavaScript errors on the site
What good looks like for this metric: Less than 1%
Ideas to improve this metric Thoroughly test code before deployment Use error tracking tools Handle exceptions properly in the code Keep third-party scripts updated Perform regular code reviews 5. User Satisfaction (Apdex) Score A metric that measures user satisfaction based on response times, calculated as the ratio of satisfactory response times to total response times
What good looks like for this metric: 0.8 or higher
Ideas to improve this metric Monitor and analyse performance regularly Focus on optimising high-traffic pages Implement user feedback mechanisms Ensure responsive design principles are followed Prioritise backend performance improvement
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1. Conversion Rate The percentage of visitors to your website who successfully open a bank account online.
What good looks like for this metric: 5-15%
Ideas to improve this metric Simplify the online account opening process Improve website speed Enhance clarity of instructions Offer live chat support Test and refine user interface 2. Application Completion Rate The percentage of users who start the application process and successfully complete it.
What good looks like for this metric: Above 80%
Ideas to improve this metric Make forms shorter and simpler Provide clear progress indicators Reduce mandatory fields initially Allow saving applications for later completion Offer guidance and help during the process 3. Time to Open Account The average time it takes for a customer to complete the online account opening process.
What good looks like for this metric: Less than 10 minutes
Ideas to improve this metric Streamline verification processes Automate document uploads Use pre-filled forms where possible Minimize user input requirements Provide instant confirmation upon completion 4. Abandonment Rate The percentage of users who start but do not complete the online account opening process.
What good looks like for this metric: Less than 20%
Ideas to improve this metric Analyze drop-off points in the process Simplify the user journey Send reminders for incomplete applications Offer incentives to complete applications Enhance user experience with feedback opportunities 5. Customer Satisfaction Score A measure of how satisfied customers are with the online account opening process, typically obtained through surveys.
What good looks like for this metric: Above 80%
Ideas to improve this metric Conduct regular customer surveys Act on feedback to improve processes Ensure help resources are easily accessible Provide tutorials or guides Monitor customer service response times
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Tracking your User Experience metrics Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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Planning resources OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
Tability's check-ins will save you hours and increase transparency
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