1. Retention Rate

   • measures the long-term usefulness of a product
   • Actions may include logging in, visiting a web page, downloading/uploading files, using a key product feature, etc.

2. Conversion Rate

   • measures the percentage of users who perform a desired action (ex: buying or signing up)
   • the higher the conversion rate, the better
   • but beware of one-time change that could increase the conversion rate but not represent the usual activities, such as a Black Friday sale

   

3. Heuristic Evaluation

   • identify the usability issues of digital products and rate their severity

   

4. HEART Framework (By Google)

   • measure the success of products and features.

   • Happiness: How do people feel about a product? What’s their level of satisfaction with it?

     Engagement: How much and how often do people choose to interact with a product?

     Adoption: How many new users are acquired over a specific amount of time?

     Retention: How many existing users are retained over a specific amount of time?

     Task Success: What percentage of users are able to successfully complete a task?

5. System Usability Scale (SUS)

• to test the usability of a product
• the scale consists of a 10-point questionnaire with five possible answers each, ranging from strongly agree to strongly disagree
• The list of questions:

• How to calculate the SUS score: https://uiuxtrend.com/sus-calculator/

6. Net Promoter Score (NPS)

• measures customer satisfaction and loyal level

• The sole question: How likely is it that you will recommend (brand, website, service, etc.) to a friend or colleague? The user answers this question on a scale of one (very unlikely) to 10 (very likely).

  

• How to calculate NPS score: https://delighted.com/nps-calculator

7. Customer satisfaction (CSAT)

• measures customer satisfaction
• The sole question: How satisfied are you with (website, product, service, etc.)?

43 total responses, 30 users that selected Satisfied or Very Satisfied