What are User Satisfaction metrics? Identifying the optimal User Satisfaction 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 Satisfaction 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 Satisfaction metrics and KPIs 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
← →
1. User Satisfaction Score Measures the satisfaction levels of users with the UX design via surveys like SUS or NPS
What good looks like for this metric: Average score ranges from 68 to 80
Ideas to improve this metric Conduct regular user feedback sessions Implement iterative design improvements Enhance usability based on pain points Improve interface consistency Ensure accessibility compliance 2. Task Success Rate Percentage of correctly completed tasks without assistance
What good looks like for this metric: Typically ranges from 78% to 85%
Ideas to improve this metric Simplify task flows Increase clarity in instructions Use intuitive design patterns Conduct A/B testing for task paths Provide effective user training 3. Time on Task Measures the average time users spend to complete a task
What good looks like for this metric: Varies widely depending on the complexity of tasks
Ideas to improve this metric Identify and remove bottlenecks Streamline task steps Improve information architecture Enhance system responsiveness Use user testing to target slow task areas 4. Error Rate The frequency of errors made by users during tasks
What good looks like for this metric: Aim to be below 5%
Ideas to improve this metric Enhance input validation Provide clear error messages Refine user instructions Improve interface intuitiveness Conduct usability testing to find error hotspots 5. Retention Rate Percentage of users who continue to use the product over time
What good looks like for this metric: Typically above 25% over a year
Ideas to improve this metric Improve user onboarding Enhance engagement with features Encourage feedback and implement changes Ensure regular updates and improvements Analyse and reduce user drop-off points
← →
1. User Satisfaction Score Measures overall satisfaction of users with the design through surveys and feedback.
What good looks like for this metric: Average score of 75%
Ideas to improve this metric Gather regular user feedback Implement a user-centred design approach Conduct usability testing Iteratively refine designs based on user input Ensure consistent design standards 2. Task Success Rate Percentage of users able to complete tasks without issues in the design.
What good looks like for this metric: 80% completion rate
Ideas to improve this metric Simplify navigation paths Provide clear instructions Ensure responsive design Identify and fix usability issues Use tools to track task completion 3. Time on Task Average time users take to complete specific tasks using the design.
What good looks like for this metric: Depends on task complexity
Ideas to improve this metric Analyse task flows for efficiency Reduce unnecessary steps Provide shortcuts for frequent actions Test design with diverse user groups Enhance layout clarity and intuitiveness 4. Design Consistency Score Evaluates how consistently the design elements are applied across the interface.
What good looks like for this metric: 90% consistency level
Ideas to improve this metric Establish design guidelines Conduct regular design audits Use style guides and templates Train team on design standards Promote a culture of consistency 5. Feedback Implementation Rate Ratio of user feedback items successfully implemented into design improvements.
What good looks like for this metric: 70% implementation rate
Ideas to improve this metric Track all user feedback Prioritise feedback based on impact Implement feedback in agile cycles Engage users for feedback validation Communicate feedback impacts to users
← →
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
← →
1. Usability Test Success Rate The percentage of tasks successfully completed by users during usability testing
What good looks like for this metric: 80-90% success rate
Ideas to improve this metric Conduct more user interviews Improve task clarity Ensure intuitive navigation Simplify user interactions Enhance feedback mechanisms 2. Time on Task The average time a user takes to complete a specific task during testing
What good looks like for this metric: 2-5 minutes per task
Ideas to improve this metric Streamline user flows Minimize unnecessary steps Use clear, concise instructions Reduce input fields Enhance system responsiveness 3. Error Rate The average number of errors users encounter while performing tasks during testing
What good looks like for this metric: Less than 5% error rate
Ideas to improve this metric Improve error messaging Test for common user mistakes Simplify complex interactions Increase user guidance Utilize clear affordances 4. User Satisfaction Score Numerical rating given by users based on their satisfaction with the interface
What good looks like for this metric: 7 or higher on a 10-point scale
Ideas to improve this metric Incorporate user feedback Create an aesthetically pleasing design Reduce cognitive load Increase accessibility options Ensure consistent design elements 5. Prototype Iteration Count The number of iterations a prototype undergoes before reaching a final design
What good looks like for this metric: 3-5 iterations
Ideas to improve this metric Gather diverse feedback early Prioritise the most critical design issues Utilise rapid prototyping tools Test with varied user groups Focus on one major change per iteration
← →
1. User Satisfaction Score Measures how satisfied users are with the product, often gathered through surveys after using the product
What good looks like for this metric: 75% or above
Ideas to improve this metric Enhance user interface clarity Simplify navigation structure Improve load times Incorporate user feedback regularly Conduct regular usability testing 2. Time on Task The average amount of time it takes for users to complete a specific task within the product
What good looks like for this metric: 1-3 minutes
Ideas to improve this metric Streamline task processes Provide clear instructions Automate repetitive tasks Use progress indicators Minimize distracting elements 3. Error Rate Measures the number of errors users make when interacting with the product
What good looks like for this metric: Less than 5%
Ideas to improve this metric Add in-line validation Provide clear error messages Use consistent design patterns Conduct thorough testing Offer user training or tutorials 4. Net Promoter Score (NPS) Assesses the likelihood of users recommending the product to others, measured through surveys
What good looks like for this metric: Minimum of 30
Ideas to improve this metric Enhance product features Improve customer support Regularly update the product Focus on reliability Encourage users to share feedback 5. Task Success Rate The percentage of correctly completed tasks by users on their first attempt
What good looks like for this metric: Over 80%
Ideas to improve this metric Clarify task objectives Simplify complex tasks Design intuitive user flows Provide contextual help Test with real users regularly
← →
Tracking your User Satisfaction 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.
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:
Tability's check-ins will save you hours and increase transparency
The best metrics for Coverage and Pricing Strategy