We’ve been tracking NPS and CSAT, but I feel like we’re missing something.
How are you all measuring customer experience beyond the basics?
I’m especially interested in methods that can directly inform our marketing strategy and product roadmap.
NPS and CSAT are good starts, but they don’t tell the whole story. We’ve had success with a few other methods:
User session recordings: We use Hotjar to watch how people actually use our app. It’s eye-opening to see where they get stuck or confused. This has directly led to UX tweaks and new feature ideas.
In-app microsurveys: We trigger short, contextual questions at key moments (after completing a task, on the 3rd login, etc.). These give us specific, actionable feedback.
Cohort analysis: We track how different user groups behave over time. This helps us spot where people tend to drop off and informs our retention strategies.
Customer support ticket analysis: We tag and categorize support issues. This highlights common pain points and influences both product dev and our onboarding content.
These methods give us way more actionable data than just NPS alone. They’ve helped us prioritize our roadmap and tailor our marketing messages to address real user needs.
Feature usage tracking is good, but dig deeper. We analyze user paths to see where they drop off or convert. This pinpoints exact friction points and success triggers.
We also segment users by acquisition source and compare their behavior. Huge for optimizing ad spend and tailoring onboarding.
Don’t overlook churn surveys. Exit feedback is gold for fixing retention issues.
Lastly, we’ve had wins with A/B testing key UI elements and tracking the impact on core metrics. Proves what actually moves the needle.
All this feeds directly into both product priorities and marketing messaging. No guesswork needed.
We track feature usage. Shows what to highlight in ads and what to improve.
We look at how long people use the app and what features they click on most. Helps us know what to push in ads and what to fix.
We track user behavior patterns and engagement metrics. It’s not just about numbers, but understanding why users do what they do.
I’ve found that combining quantitative data with qualitative feedback from user interviews gives the best insights. This approach helps shape both marketing messages and product features.
What’s worked well for you so far?