In today’s customer-centric world, building a product that works well isn’t enough — you need one that delights users. UX metrics help product teams gauge how well they’re meeting user needs and expectations. Whether you’re running usability tests or conducting diverse fieldwork, tracking the right metrics ensures your efforts translate into real impact.
1. Net Promoter Score (NPS): How Likely Are They to Recommend You?
NPS measures user loyalty by asking a single question: “How likely are you to recommend this product to a friend or colleague?”
Promoters (score 9–10): Your loyal fans
Passives (7–8): Satisfied, but not enthusiastic
Detractors (0–6): At risk of churn
Why it matters:
High NPS reflects both product satisfaction and brand trust, making it a powerful strategic tool.
2. Customer Satisfaction (CSAT): Was the Interaction Positive?
CSAT asks users to rate their satisfaction after a specific touchpoint, like using a feature or talking to support.
Usually a 5-point scale (Very Dissatisfied → Very Satisfied)
Why it matters:
Great for tracking the effectiveness of UX changes or new releases in real time.
3. Customer Effort Score (CES): How Easy Was It?
CES measures how much effort users had to put in to complete a task (e.g., submitting a form, finding info, resolving an issue).
Asked post-interaction: “How easy was it to resolve your issue today?”
Why it matters:
Products should reduce friction, not increase it. High effort = high dropout risk.
4. Task Success Rate & Completion Time
These are classic usability metrics:
Task success: % of users who complete a task correctly
Time on task: How long it takes them
Why it matters:
Great for benchmarking design efficiency and navigation logic.
5. System Usability Scale (SUS)
A 10-item survey that measures overall usability.
Users score from 1 (Strongly Disagree) to 5 (Strongly Agree) on statements like:
“I found the system unnecessarily complex.”
Why it matters:
Quick, reliable, and widely used — great for comparing multiple product versions.
Conclusion:
By consistently tracking UX metrics like NPS, CSAT, CES, and task success rates, you can measure and improve the impact of your diverse user research. These KPIs give you a quantifiable view of how inclusive design translates into better experiences — and ultimately, stronger business results.
