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Experience Improvement metrics and KPIs

What are Experience Improvement metrics?

Crafting the perfect Experience Improvement metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

Find Experience Improvement 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 Experience Improvement metrics and KPIs

Metrics for User Satisfaction in Software

  • 1. Customer Satisfaction Score (CSAT)

    A measure of user satisfaction based on their responses to a specific question about their experience with the software, usually rated on a scale from 1 to 5.

    What good looks like for this metric: Average score of 4.0 or higher

    Ideas to improve this metric
    • Enhance the user interface for better navigation
    • Provide regular software updates
    • Implement a robust customer support system
    • Conduct user training sessions
    • Gather direct feedback through surveys

  • 2. Net Promoter Score (NPS)

    An index ranging from -100 to 100 that measures users' willingness to recommend the software to others.

    What good looks like for this metric: A score of 30 or above

    Ideas to improve this metric
    • Improve software performance and speed
    • Create a referral program
    • Regularly communicate updates and new features
    • Engage with users through polls and forums
    • Offer incentives for referrals

  • 3. User Retention Rate

    The percentage of users who continue using the software over time, indicating their continued satisfaction.

    What good looks like for this metric: Retention rate of over 80%

    Ideas to improve this metric
    • Offer loyalty rewards for longtime users
    • Regularly release new features or functionalities
    • Ensure easy integration with other software
    • Monitor and fix bugs promptly
    • Personalize user experiences through AI

  • 4. Average Resolution Time

    The average time taken to resolve user-reported issues, reflecting the effectiveness of support services.

    What good looks like for this metric: Time under 24 hours

    Ideas to improve this metric
    • Increase the number of support staff
    • Offer 24/7 customer support
    • Train staff for quicker issue diagnosis
    • Leverage AI for support ticket triaging
    • Regularly update support knowledge base

  • 5. Software Usability Score

    A metric that evaluates users' perceptions of software ease of use, reliability, and performance.

    What good looks like for this metric: Scores of 75 or higher

    Ideas to improve this metric
    • Conduct user experience workshops
    • Simplify the onboarding process
    • Iterate software design based on feedback
    • Ensure compatibility with various devices
    • Run usability tests regularly
user-satisfactionexperience-improvementcustomer-supportuser-interface-designerproduct-developmentcustomer-experience
Implement these metrics

Tracking your Experience Improvement metrics

Having a plan is one thing, sticking to it is another.

Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

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:

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