How important are metrics when tracking the success of your product / features ?
Kaushik Mukherjee
6 replies
Replies
Adrian Taropa@adrian_taropa
I think metrics are quite important, as long as you interpret them right. I like a bottom-up approach:
- How many users signed up? Is it lower than expected? - Why
- Did users start the checkout process and abandoned?
-- Was it the price
-- Was it the terms
-- Was it an error/technical issue
- How many users clicked but didn't purchase? - Why
- How many users scrolled down and where did they stop?
- How many users bounced?
When it comes to retention, I like to look at
- NPS survey results
- Customer Service Satisfaction levels and trends over time (improving/declining) and why
- Rage clicks within the app (if applicable)
- Feature requests (did we miss an obvious one)
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@adrian_taropa agreed ! All valid points. And like you said interpreting them is equally important.
On NPS is there a standard that one follows ? As in how much is an average score, what’s a good score etc ?
Also can tonality of questions bias NPS
@kaushik_mukherjee1 I'm probably not the most qualified person to answer that one, but I'd say anything under 50%, and you have a problem; above 50% needs improvement, and 70% and above would be in a good range. @surveymonkey has a pretty neat guide here: https://www.surveymonkey.com/cur...
I'd keep questions very short and to the point, such as "How likely are you to recommend this to someone else?" or How happy are you with our product? The triggering of an NPS can also influence this a lot: If I get an NPS popup right after encountering a bug, I won't give it a high rating.
They are really important, without them you can't make data-backed decisions, which are the key to PMF.
@mihajlokovacevic interesting. How does one understand whether they have a PMF ?