Employ these 26 Usability Metrics for assessing your Product’s performance.
Usability metrics are a set of quantitative and qualitative measures used to assess the effectiveness, efficiency, and satisfaction of a product, service, or system in terms of its ease of use and user-friendliness. Usability metrics help evaluate how well users can interact with a product and accomplish their tasks, providing valuable insights into the user experience.
Time-on-Task is a usability metric used to assess the efficiency and effectiveness of a user interface or system. It measures the amount of time it takes for users to complete specific tasks or activities within the system. The primary objective of Time-on-Task is to evaluate how quickly and smoothly users can achieve their goals while interacting with the interface.
🏆 User Error Rate
User Error Rate is a usability metric that quantifies the frequency or percentage of errors made by users while interacting with a system or user interface. It measures how often users make mistakes or encounter difficulties in accomplishing tasks, and it is an essential aspect of user experience (UX) evaluation.
User Error Rate (%) = (Total Number of Errors / Total Number of Tasks Attempted) * 100
🚀 Task Success Rate
Task Success Rate is a usability metric used to assess the effectiveness of a user interface or system in facilitating users to complete specific tasks successfully. It measures the percentage of users who can accomplish predefined tasks without errors or major difficulties during usability testing or real-world usage.
Task Success Rate (%) = (Number of Users Successfully Completing Tasks / Total Number of Users Attempting Tasks) * 100
🏆 Test Level Satisfaction
“Test Level Satisfaction” is used to assess the satisfaction of users or participants during usability testing or user research at a specific test level. In the context of UX evaluation, a test level refers to a specific phase or stage of usability testing, which can vary depending on the project’s goals and scope. The metric measures how satisfied users are with their experience during a particular phase of testing.
🚀 Task Level Satisfaction
“Task Level Satisfaction” is used to assess the satisfaction of users or participants with specific tasks or activities they perform during usability testing or user research. This metric focuses on gathering feedback from users regarding their satisfaction with individual tasks or interactions within the user interface or system.
🏆 Customer Churn
“Customer Churn” is not a direct UX (User Experience) metric, but it is an essential business metric that can be indirectly influenced by user experience. Customer Churn refers to the rate at which customers or users discontinue or stop using a product, service, or application over a specific period.
🚀 Average Order Value
"Average Order Value" is not a direct UX (User Experience) metric, but it is a key business metric often used in e-commerce and online retail contexts. It refers to the average monetary value of individual orders placed by customers on a website or in a specific time period. It is a measure of the average amount of money spent by customers in each transaction.
Average Order Value = Total Revenue / Number of Orders
🏆 Customer Lifetime Value
“Customer Lifetime Value” (CLV or LTV) is not a direct UX (User Experience) metric but is a crucial business metric used to evaluate the long-term value and profitability of a customer relationship. It estimates the total revenue a business can expect from an average customer over the entire duration of their relationship with the company.
CLV = (Average Revenue per Order) x (Number of Repeat Transactions) x (Average Customer Lifespan)
🚀 Customer Retention Rate
"Customer Retention Rate" is not a direct UX (User Experience) metric, but it is a crucial business metric that can be influenced by the overall user experience. Customer Retention Rate measures the percentage of customers or users who continue to use a product or service over a specific period, typically compared to the total number of customers at the beginning of that period.
Customer Retention Rate (%) = ((Number of Customers at the End of Period - Number of New Customers Acquired During Period) / Number of Customers at the Start of Period) * 100
🏆 Net Promoter Score (NPS)
Net Promoter Score (NPS) is a widely used UX (User Experience) metric that measures customer loyalty and satisfaction with a product, service, or brand. It provides valuable insights into how likely customers are to recommend the product or service to others, which is a strong indicator of customer satisfaction and loyalty.
NPS = % of Promoters — % of Detractors
🚀 Customer Effort Score (CES)
Customer Effort Score (CES) is used to measure the ease of a customer’s experience while interacting with a product, service, or support system. It assesses the level of effort required by customers to accomplish a specific task or resolve an issue, providing insights into the overall usability and user-friendliness of the system.
“On a scale of 1 to 7 (or 1 to 5), how much effort did you have to put forth to [accomplish a specific task or resolve an issue]?”
🏆 System Usability Scale (SUS)
The System Usability Scale (SUS) assesses the overall usability of a product or system. It provides a standardized and reliable way to measure user perceptions of usability, making it a popular tool for evaluating user experience across various interfaces, websites, and software applications.
The SUS questionnaire consists of 10 items, each rated on a 5-point Likert scale, with responses ranging from “Strongly Agree” to “Strongly Disagree.” The items are designed to capture users’ perceptions of the system’s usability, ease of use, and efficiency.
🚀 Customer Satisfaction Score (CAT)
Customer Satisfaction Score (CSAT) measures the satisfaction of customers or users with a product, service, or specific interaction. It provides valuable insights into how well the user experience meets customer expectations and whether customers are pleased with their overall interactions.
“How satisfied are you with [Product/Service/Interaction]?”
🏆 Active Users
“Active Users” measures the number or percentage of users who have engaged with a website, web application, or digital product during a specific time period. Active users are those who have performed specific actions or interactions within the defined timeframe, indicating their ongoing engagement with the product.
🚀 Feature Adoption Rate
“Feature Adoption Rate” measures the percentage of users who have started using a specific new feature or functionality within a product or application during a defined time period. It assesses how well users are adopting and engaging with a new feature after it has been introduced.
Feature Adoption Rate (%) = (Number of Users Who Adopted the Feature / Total Number of Users) * 100
🏆 Average Time Spent with Product
“Average Time Spent with Product” measures the average amount of time users spend interacting with a product, service, website, or application during a single session or over a defined period. It provides insights into user engagement and the overall interest and satisfaction users have with the product.
Average Time Spent with Product = (Total Time Spent by All Users) / (Total Number of Users)
“Pageviews” is not a direct UX (User Experience) metric, but it is a web analytics metric commonly used to measure user engagement with a website or web application. It provides information about the number of times a specific web page has been viewed or loaded by users during a given time period.
🏆 Bounce Rate
“Bounce Rate” is commonly used in web analytics to measure the percentage of users who leave a website or web page after viewing only one page, without interacting further or navigating to other pages within the same session.
Bounce Rate (%) = (Number of Single-Page Visits / Total Number of Visits) * 100
🚀 Time on Page
“Time on Page” is used to measure the amount of time users spend on a specific web page during a single visit or session. It provides insights into user engagement and attention to the content or elements on a particular page.
🏆 Unique Visitors
“Unique Visitors” is a web analytics metric commonly used to measure the number of distinct and individual users who visit a website or web application within a specific time period, typically within a day, week, month, or any other defined period.
🚀 Conversion Rate
“Conversion Rate” is used to measure the percentage of users who complete a desired action or goal on a website or web application out of the total number of visitors. The desired action can vary depending on the website’s objectives and can include actions such as making a purchase, signing up for a newsletter, filling out a form, or downloading a resource.
🏆 Pages per Session
“Pages per Session” is used in web analytics to measure the average number of pages a user views during a single visit or session on a website or web application. It provides insights into user engagement and navigation patterns, indicating how extensively users explore the content and interact with the website during a single session.
Pages per Session = Total Number of Pages Viewed / Total Number of Sessions
🚀 Abandonment rate
“Abandonment Rate” is used to measure the percentage of users who start a process or task but do not complete it, abandoning it before reaching the intended goal or final step. The metric is often applied in the context of e-commerce, online forms, or multi-step processes on websites or applications.
Abandonment Rate (%) = (Number of Users Who Abandoned the Process / Total Number of Users Who Initiated the Process) * 100
🏆 New vs Returning Visitors
“New vs Returning Visitors” is a web analytics metric that provides insights into the composition of website or web application visitors based on whether they are new users or returning users.
The “New vs Returning Visitors” metric helps businesses understand user behavior and user engagement with the website over time. It provides insights into the user acquisition strategy’s effectiveness, the website’s ability to retain users, and the overall user experience’s impact on attracting new and repeat visitors.
Hi, my name is Prajkt Yeole 🙋🏼♂️. I work as Lead Product Designer and I write mostly on Usability, Accessibility and User Behavior analysis. Follow me on medium for more content on User Experience Design.
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