Experience

Previously, we looked at discovery, engagement, acquisition, activation, and retention metrics that trace the customer journey and measure its various aspects. However, as customers go through these steps in the customer journey, they are building an overall impression of the product experience. In this lesson, we will learn about quantitative and qualitative ways of gathering customer insights using metrics such as conversion rate, CSAT, and the NPS.

The following illustration shows the metrics that help us measure product experience.