Been diving into customer experience metrics lately. The sheer number of approaches is overwhelming.
NPS, CSAT, CES… everyone seems to have their favorite.
Curious what others are using and why. What’s actually moving the needle for your app?
Focus on what drives revenue, not vanity metrics. I’ve seen countless apps waste time chasing perfect NPS scores while their bottom line tanked.
Track key conversion points: signup completion, first purchase, repeat usage. Measure how changes impact those core metrics.
Cohort analysis is crucial. See how retention and revenue differ between user groups over time.
Advanced tip: implement event-based analytics to understand user journeys. It reveals hidden friction points and opportunities.
Remember, the best metrics are the ones you actually act on. Pick a few that align with your growth goals and optimize relentlessly.
I lean towards a combo of NPS and in-app behavior tracking. NPS gives a broad sentiment, while behavior shows what users actually do.
The key is tying these metrics to revenue. I look at which actions paying users take, then optimize the app to encourage those behaviors.
Simple, but effective for driving growth.
We’ve tried a bunch over the years, but CSAT (Customer Satisfaction Score) has been the most actionable for us.
NPS felt too vague - hard to pinpoint what was actually driving the score up or down.
With CSAT, we survey after key moments (onboarding, first purchase, support interactions). It’s given us clear insights on where to focus our efforts.
One surprise: our ‘time to first value’ metric ended up correlating strongly with long-term retention. We now optimize hard for that initial ‘aha moment’.
Remember though, no single metric tells the whole story. We look at CSAT alongside engagement and retention data to get the full picture.
We use a mix of CSAT and retention rates. CSAT gives quick feedback, retention shows if people actually stick around. Keep it simple and focus on what matters for your app.
Started with NPS. Ditched it fast. Now watch users’ actual behavior patterns. That shows what really matters.