06.2.6 · Skill in Product metrics
Satisfaction
How users feel about the product, measured with tools like CSAT and NPS.
Satisfaction metrics ask users directly how they feel. They capture things behavior misses, but they are noisy and depend on who answers. The written comments are usually worth more than the score.
Resources
2- articleGo deeperShould the Net Promoter Score go? 5 common criticisms examined ↗Jeff Sauro (MeasuringU) · 2014 · 10 min
A measured look at what NPS can and cannot tell you, from a researcher who works with the data.
- articleGo deeperMeasuring the user experience on a large scale: user-centered metrics for web applications ↗Kerry Rodden, Hilary Hutchinson, Xin Fu (Google) · 2010 · 10 pages
The original HEART paper. Happiness, engagement, adoption, retention and task success, plus the goals-signals-metrics process for choosing them.
Tools
none yetTools for this topic are being researched.