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4 examples of User Experience Design metrics and KPIs

What are User Experience Design metrics?

Identifying the optimal User Experience Design 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 Design 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 Design metrics and KPIs

Metrics for User Satisfaction Improvement

  • 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
user-satisfactioncustomer-loyaltycustomer-success-manageruser-experience-designercustomer-support-teamproduct-development-team
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Metrics for Data Quality And Engagement

  • 1. Data Accuracy Rate

    Percentage of data correctly recorded as intended.

    What good looks like for this metric: 95% or higher

    Ideas to improve this metric
    • Implement validation rules for data entry
    • Regularly audit data for errors
    • Provide training for staff on data entry best practices
    • Use automated tools to correct data inaccuracies
    • Ensure regular updates and maintenance of databases

  • 2. Data Completeness Rate

    Percentage of data records that are complete and not missing information.

    What good looks like for this metric: 90% or higher

    Ideas to improve this metric
    • Mandate complete entries in forms
    • Conduct regular checks for missing data
    • Simplify data entry processes
    • Provide feedback to team on completeness levels
    • Use data profiling tools to identify gaps

  • 3. Bounce Rate

    Percentage of visitors who navigate away from a site after viewing only one page.

    What good looks like for this metric: 26% to 40%

    Ideas to improve this metric
    • Improve page load speed
    • Enhance user experience with intuitive navigation
    • Use engaging and relevant content
    • Implement calls to action and internal linking
    • Utilise targeted landing pages

  • 4. Error Rate

    Frequency of errors or discrepancies encountered in data processing.

    What good looks like for this metric: Less than 3%

    Ideas to improve this metric
    • Conduct frequent error checks and audits
    • Use advanced tools for error detection
    • Provide continuous training for personnel
    • Develop a robust data quality management plan
    • Automate error reporting and correction processes

  • 5. Data Validity

    Extent to which data entries meet specific rules, constraints, and requirements.

    What good looks like for this metric: 98% adherence to requirements

    Ideas to improve this metric
    • Define clear and specific data entry rules
    • Implement constraints during data collection
    • Regularly update validation protocols
    • Ensure compliance with data standards
    • Utilise software that flags invalid entries
data-accuracyuser-engagementdata-analystcontent-strategistdata-managementuser-experience-design
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Metrics for Service Health Evaluation

  • 1. Uptime Percentage

    Measures the amount of time the service is up and running without interruptions. Calculated by dividing the total operational minutes by the total minutes in a period.

    What good looks like for this metric: 99.9% or higher

    Ideas to improve this metric
    • Implement redundancy systems
    • Use robust monitoring tools
    • Conduct regular maintenance
    • Train staff for quick incident response
    • Opt for reliable service providers

  • 2. Response Time

    The time it takes for the service to respond to a user action or request. Typically measured in milliseconds or seconds.

    What good looks like for this metric: Less than 200ms

    Ideas to improve this metric
    • Optimize server configurations
    • Use a content delivery network
    • Streamline code and queries
    • Enhance database performance
    • Regularly audit application performance

  • 3. Error Rate

    The percentage of failed requests in relation to the total number of service requests.

    What good looks like for this metric: Less than 1%

    Ideas to improve this metric
    • Implement detailed logging
    • Enhance debugging processes
    • Regular code reviews
    • Continuous service testing
    • Deploy robust error handling

  • 4. Customer Satisfaction Score (CSAT)

    A measurement derived from customer feedback focusing on satisfaction with the service, typically collected via surveys.

    What good looks like for this metric: 80% or higher

    Ideas to improve this metric
    • Enhance user experience design
    • Implement customer feedback loops
    • Resolve issues promptly
    • Provide user-friendly interfaces
    • Conduct regular user training

  • 5. Transaction Success Rate

    The percentage of successful transactions completed without any errors or failures.

    What good looks like for this metric: 95% or higher

    Ideas to improve this metric
    • Optimize transactional workflow
    • Enhance payment gateway reliability
    • Continuously monitor transaction logs
    • Implement strong authentication mechanisms
    • Regularly update and test payment procedures
uptimesatisfactionsystem-administratoruser-experience-designerit-operations-teamcustomer-service-team
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Metrics for Online Bank Account Opening

  • 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
conversion-ratecustomer-satisfactionuser-interface-designercustomer-service-representativemarketing-teamcustomer-experience-team
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Tracking your User Experience Design metrics

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

Setting good strategies is only the first challenge. The hard part is to avoid distractions and make sure that you commit to the plan. A simple weekly ritual will greatly increase the chances of success.

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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