Infographic – The 11 Most Popular Metrics Enterprises Use to Quantify User Experiences

Jack Maden
Written by Jack Maden
June 11, 2020

The quality of the user experience is rightly lauded as one of a website’s most important facets. But beyond all the rhetoric, how do enterprises practically go about measuring and improving it?

In partnership with Econsultancy, we asked 300+ companies about the tools, metrics, and practices they harness to measure and improve customer experiences on their websites and apps. We put together a comprehensive visual report of the full results here.

One aspect of the survey focused on the metrics enterprises actually use to quantify user experiences. The infographic below visualizes the results – as well as the strengths and weaknesses of each metric featured.

See the infographic below: click to get the full-size PDF that you can share with your team.

Beyond the metrics

Remember: when it comes to optimizing websites and apps, there’s no silver bullets (though Decibel’s Digital Experience Score (DXS) comes close!). The best approach is to combine information from multiple sources to give you more robust, accurate, and granular insights – and to share these insights widely across your organization to effect real change.

And be sure you’re keeping the focus on asking why customers are doing what they’re doing, rather than simply tracking their behavior. That’s where real understanding comes.

Topics: Analytics, Customer Experience, Digital Experience, Session Replay
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