The importance of the listed metrics is undeniable, but they cannot be used to get a full picture of the situation or understand the reason for a certain level of indicators. These tasks are solved by relational metrics.
Relationship
In this case, an assessment is made of what users say and feel while working with the product. These metrics are as important in analyzing user experience as behavioral ones, although there are not so many of them:
This metric is actively used by UX researchers cpa email list and designers. It is formed on the basis of a questionnaire of 10 questions about the experience of using the product. Each answer is a score from 1 to 5. Although the SUS indicator does not allow you to find out the details of working with the service and is difficult to calculate, it has long become an industry standard.
Satisfaction level (CSAT)
Often, in order to further develop a company's product, it is necessary to understand how satisfied users are with it. Everything is taken into account here: from features to functionality. This indicator is measured using CSAT, or the customer satisfaction index.
This index is a multifunctional metric. On the one hand, it gives a general idea of user emotions, and on the other, it collects data on specific features and stages of the customer journey. It also uses a rating of 1–5, where 1 is an indicator of extremely negative emotions, and 5 indicates complete satisfaction. The percentage of satisfied users is calculated by dividing the total number of those who gave ratings of 4 or 5 by the number of respondents, after which the result is multiplied by 100.
Emotional rating of the site
We are talking about reviews of the portal, online feedback. There is no special scale, list of important questions - the user is only asked: "How can you rate the experience of using our site?" After which he/she rates it in the format of stars or emoticons. Metrica will be able to collect additional information if it is presented as an open question, where the person will have to write the answer themselves.
Usability, or ease of use
This is the metric that UX designers use most often. It is important to understand that by measuring user experience, it is possible to increase audience loyalty. Although UX specialists usually prefer SUS, the question of ease of use also provides a lot of important information. The necessary data can be obtained using the CES metric, or “Consumer Effort Score.”
NPS as an indicator of attitude towards a brand
When people recommend a product to their friends based on their own experience, there is a good chance that the UX is good. A high score in this metric is evidence that the audience is positively disposed towards the company.