Some Metrics To Promote Customer Satisfaction

Customer Happiness Index (CHI) 

Asks a user’s satisfaction with a feature or flow after they have engaged with it. It could be customer support, any knowledge base articles, or specific features within the product. You can use a 3 point scale of positive, neutral, negative, but it’s not uncommon to see 5 point scales as well.

Feature Fit Index (FFI) 

Asks a user how disappointed they would be if a specific feature or functionality were to disappear. Use FFI after the release of a new feature (e.g. 30-90 days) or after the user has engaged with a feature a certain number of times. This doesn’t have to be complex. In fact Superhuman uses this question and only provides two inputs, thumbs up or thumbs down.

In-Moment Surveys 

Ask users for feedback during their natural user of the product, i.e. when they’re experiencing the thing that you want feedback on. For example, if you’ve just implemented a new onboarding process, engage your users with a survey, right in your product, immediately after they’ve completed the process, asking them how difficult it was to complete onboarding. If you’ve released a new search function, target users with a survey once they’ve concluded a few searches using the new feature, asking if the results were up to snuff.

Net Promoter Score (NPS) 

Asks a simple question: “How likely are you to recommend [company X] to a friend or colleague?”. Respondents answer on a scale of 0-10, with 0 being the least likely and 10 as the most likely. Survey results are then used to calculate your NPS, which is a high-level indication of general user satisfaction with your company. Because NPS can be influenced by much more than your users’ experience with your product, including
things like their support experience, pricing and even billing, you should use NPS alongside these other feedback methods to get actionable feedback that you can use to improve your product.