How to create a cohesive Product Experience management program

Here’s the tricky bit – there’s no single, unified metric which tells you how well your ProductX is faring. There’s several attributes you need to keep an eye on at multiple touchpoints of your product’s lifecycle. The effects of a positive Product Experience can be seen in CX as well. 

Here’s what you need to track to gauge your overall Product X:

• Usage Metrics
  These are statistics on how users are interacting with your product. They can include how often they use it in one go, what time of day/week or month they’re using it the most, if they’re using your in built FAQs or user help mechanisms and user retention as well. These metrics vary from vertical to vertical and can be completely different for hardware, software and services.
  
• Product Metrics
  These can vary depending on your product or service, but they typically cover your products attributes which a user would tend to notice. For software, these usage metrics can be Latency, Initial Load Time, Uptime etc. For something like a car, it could be service intervals
• Satisfaction Metrics
  There are multiple customer satisfaction surveys available which allow you to directly ask your respondents about various aspects of your products or services. These surveys can provide you with insights you can use to further improve your product experience.
  
  NPS^® (Net Promoter Score^®)
  <a href="https://www.voxco.com/blog/NPS^® -software-heres-how-you-can-get-the-most-from-it/”>NPS^® Surveys ask users two simple questions. “How likely are you to recommend our product or service to a friend?”, with the answer ranging from 1-10, and “Why did you give us that score?”. These surveys are crucial for identifying detractors and promoters of your product.
  
  CSAT (Customer Satisfaction)
  CSAT surveys are a useful tool for determining customer satisfaction with your brand at multiple touchpoints. It can be different aspects of the product like battery life, of quality or look and feel. It can also be about their experience with touchpoints like customer support or presales.
  
  CES (Customer Effort Score)
  CES Surveys are effective at discerning how much effort a customer had to exert to accomplish their desired task relating to your product or service. Customers are asked questions like “How easy was it to do task A?”, and have to choose their response from a set of pre-defined options. CES surveys are a valuable source of insights to improve your product’s performance, as well as the ease with which customers are able to use your services. You want to score as highly as possible on these surveys.
• Adoption and Ecosystem Metrics
  Adoption metrics show how users are taking to your services. They factor in attributes like active users and can help you identify if features or attributes of your products are being used in the ways you hoped.
  Ecosystem metrics help you identify the macro state of the product within the domain in which it operates. It can be gauged by measuring market share within target segments and other attributes which are relevant to your industry.
  These could be share of wallet, 3rd party integrations, industry rank, market share within target segments, free-to-paid conversions or active users.
• Outcome Metrics
  Your product experience can be excellent, but it needs to help in delivering positive outcomes for your business. These are overall revenue, revenue per user, active users, market share etc. A holistic Product X has a positive impact on these metrics, as it reduces customer churn and increases promoters for your brand.