When considering your customer's experience and which metrics to measure for, it is important to understand you are not necessarily measuring KPIs.
A user experience (UX) metric lets you measure, compare, and track the user experience of a website or app. They are defined into 2 main metrics: Qualitative and Quantitative.
Net Promoter Score(NPS): NPS measure the likelihood of users recommending a product or design. User's rate a design on scale of 0-10.
Customer Satisfaction(CSAT): CSAT surveys assess user satisfaction by asking them to rate their experience on a satisfaction scale.
Task Success Rate: This metric measure the percentage of users who successfully complete specific tasks or goals withing the design.
Error Rate: Error rate quantifies the frequency and severity of user errors while interacting with the design.
Time on Task: Measures the average time users spend on completing specific task swithin the design. It provides insight into efficiency and intuitiveness of the design.
User Engagement: Measures the level of user interaction and interest in the design. This includes time spent, actions performed, number of pages visited.
Bounce Rate: Measure the percentage of users who land on a page and then leave without any action.
Click-Through Rate (CTR): Calculates the ratio of users who click on specific elements such as button and links.
Conversion Rate: Measures the percentage of user swho complete a specific desired action such as a purchase and completing a form.
Abandonment Rate: Indicates the percentage of users who start a process but fail to complete it.
Retention Rate: Measuers the percentage of users who continue using a design over a specific period. This relates to user satisfaction and loyalty.