Experience
Learn how to analyze API product experience using quantitative and qualitative metrics such as unique API consumers, conversion rates, customer satisfaction score, and net promoter score. Discover how these insights help build customer empathy, optimize user engagement, and shape product strategies to better meet business goals and customer needs.
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.
As we can see in the preceding illustration, there are six ways to measure the experience of our APIs, which we'll discuss now.
Unique API consumers
APIs are primarily B2B products, and it is common to have multiple developers as part of every customer account. This might make identifying unique customers challenging in some cases. This is where our account onboarding and identity management design are key. We should work with our software architecture teams to make sure that our usage data can reliably tell us which API users are unique.
We can review account usage on a daily, weekly, and monthly basis. This allows us to segment users based on their scale and usage. In B2B products such as APIs, we might find that a handful of customers might drive the majority of the revenue ...