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Product Key Performance Indicators (KPIs)

Product Key Performance Indicators (KPIs)

Click on any group within the Product department to view its KPIs:

Analytics

Active Users

The number of users who interact with the product on a regular basis, indicating the overall engagement and retention of users.

Conversion Rate

The percentage of users who take a desired action, such as making a purchase or signing up for a service, which measures the effectiveness of the product in achieving business goals.

Customer Lifetime Value (CLTV)

The total value a customer brings to a business over the course of their relationship with the company, indicating the profitability of customers and the effectiveness of retention efforts.

Engagement Rate

The percentage of users who engage with specific features of the product, such as clicking on links or viewing videos, which measures the effectiveness of the product in providing value to users.

Net Promoter Score (NPS)

How likely customers are to recommend the product to others, indicating customer satisfaction and loyalty.

Referral Rate

The percentage of users who refer others to the product, indicating the effectiveness of the product in generating word-of-mouth promotion.

Revenue

The total income generated from the product, indicating the financial performance of the product and the effectiveness of monetization strategies.

Time to Market (TTM)

The length of time it takes to bring a new product or feature to market, indicating the efficiency and speed of the product development process.

User Retention

Percentage of users who continue to use the product over time, indicating the effectiveness of retention efforts and the overall satisfaction of users.

User Satisfaction

How satisfied users are with the product, typically through surveys or feedback, indicating the effectiveness of the product in meeting user needs and expectations.

Customer Support

Average resolution time

The average time taken to resolve a customer issue, measured from the time it is reported to the time it is resolved.

Customer satisfaction (CSAT) score

The percentage of customers who report being satisfied with their experience with the customer support team.

First response time (FRT)

The average time taken to respond to a customer’s initial inquiry or request for support.

Net promoter score (NPS)

Customer loyalty and satisfaction measured by asking customers how likely they are to recommend the product or service to others.

Number of customer issues resolved

The total number of customer issues that the customer support team successfully resolved.

Number of tickets or inquiries

The total number of customer support tickets or inquiries received by the team within a specific period.

Resolution rate

The percentage of customer issues that the customer support team resolves successfully.

Response rate

The percentage of customer inquiries that the customer support team responds to within a specific time frame.

Retention rate

The percentage of customers who continue to use the product or service after receiving support from the customer support team.

Upsell/cross-sell opportunities identified

The number of opportunities the customer support team identifies to upsell or cross-sell the product or service to customers during their interactions.

Product Development

Agile metrics

The performance of the development team against key Agile metrics such as sprint burndown charts, velocity, and sprint planning accuracy.

Cost per feature

The cost of developing and releasing a product feature to the market.

Customer satisfaction

Tthe satisfaction of customers with the product or feature that has been released.

Defect rate

The percentage of defects or bugs found in a product or feature release.

Development velocity

The speed at which product features are developed and released to the market.

Employee satisfaction

The satisfaction of the development team with the work they are doing.

Innovation rate

The rate at which new and innovative features are being developed and released to the market.

Product adoption rate

The rate at which customers are adopting new product features or releases.

Resource utilization

The percentage of time that development team members spend on productive tasks.

Time to market

The time it takes to develop and launch a product or feature from ideation to release.

Product Management

Churn rate

How many customers stop using or cancel their subscription to the product over time.

Competitive analysis

How well the product is performing compared to competitors in the market, based on market share, pricing, and other factors.

Customer satisfaction score (CSAT)

How satisfied customers are with the product, based on surveys or feedback.

Development team satisfaction

How satisfied the development team is with the product management team’s direction and guidance.

Net Promoter Score (NPS)

How likely customers are to recommend the product to others.

Product adoption rate

How many customers have adopted the product or feature over time.

Product backlog velocity

How quickly the product management team is completing items on the product backlog.

Product usage metrics

How often and how long customers are using the product or feature.

Revenue growth

How much revenue the product or feature is generating over time.

Time to market

The time it takes to bring a product or feature to market, from ideation to launch.

Product Marketing

Customer Acquisition Cost (CAC)

The cost incurred in acquiring a new customer. It helps to determine the effectiveness and efficiency of the marketing efforts and identify areas for improvement.

Customer Lifetime Value (CLTV)

The amount of revenue a customer generates over their lifetime with the company. It helps to measure the profitability of the customer and the effectiveness of the marketing strategies.

Lead-to-Close Ratio

The percentage of leads that convert into paying customers. It helps to measure the effectiveness of the sales and marketing efforts in converting leads into customers.

Market Growth

The percentage increase in the overall market size over a period of time. It helps to measure the company’s ability to capture a larger share of the growing market.

Market Share

The percentage of the total market that the company’s product or service holds. It helps to measure the company’s competitiveness and success in the market.

Marketing Qualified Leads (MQLs)

The number of leads that meet the marketing team’s criteria for being considered as potential customers. It helps to measure the effectiveness of the marketing efforts in generating leads that have a higher likelihood of converting into customers.

Net Promoter Score (NPS)

The percentage of customers who are willing to recommend the company’s product or service to others. It helps to measure customer satisfaction and loyalty towards the product.

Sales Growth

The percentage increase in sales over a period of time. It helps to measure the effectiveness of marketing strategies and sales efforts in driving revenue growth.

Social Media Engagement

The level of engagement and interaction with the company’s social media accounts. It helps to measure the effectiveness of social media marketing strategies in building brand awareness and engaging with customers.

Website Traffic

The number of visitors to the company’s website. It helps to measure the effectiveness of digital marketing strategies and the website’s ability to attract and engage visitors.

Quality Assurance (QA)

Customer satisfaction

How satisfied customers are with the product. A higher customer satisfaction indicates better quality control.

Defect density

The number of defects found per unit of code. A lower defect density indicates better quality control.

Mean time to detect (MTTD)

The time it takes to detect a defect from the time it was introduced into the code. A lower MTTD indicates better quality control.

Mean time to repair (MTTR)

The time it takes to fix a defect after it has been detected. A lower MTTR indicates better quality control.

Productivity

The number of test cases executed per day. A higher productivity indicates better testing efficiency.

Release quality

How many defects were found in a release. A lower number of defects indicates better quality control.

Test automation coverage

The percentage of test cases that are automated. A higher automation coverage indicates better testing efficiency.

Test case coverage

The percentage of test cases that have been executed. A higher coverage indicates better testing effectiveness.

Test case efficiency

The number of defects found per test case executed. A higher efficiency indicates better testing effectiveness.

Test coverage

The percentage of code that has been tested by the QA team. A higher test coverage indicates better quality control.

Technical Writing

Content coverage

The percentage of product features and functionalities that are covered by technical documentation. Higher coverage indicates that technical documentation is more comprehensive and helpful to users.

Customer satisfaction

The level of satisfaction that customers have with technical documentation. Customer surveys can be used to gather feedback and rate the quality of the documentation.

Document update frequency

How often technical documentation is updated to reflect changes in product features and functionalities. Regular updates ensure that documentation is always accurate and up-to-date.

Error rate

The number of errors or inaccuracies in technical documentation. A lower error rate indicates that technical documentation is more accurate and reliable.

Feedback response time

How quickly technical writing staff responds to feedback or questions from users. A faster response time can lead to better user satisfaction and more effective use of technical documentation.

Page views

The number of views of technical documentation pages. Higher page views indicate that technical documentation is more frequently accessed by users.

Readability score

The readability of technical documentation. A higher readability score indicates that technical documentation is easier to understand and more accessible to a wider audience.

Search performance

The performance of the search function within technical documentation. A higher search performance indicates that users can more easily find the information they are looking for.

Task completion rate

The percentage of users who are able to complete a specific task using technical documentation. Higher task completion rates indicate that technical documentation is more effective in helping users achieve their goals.

Time to publish

The time it takes to publish new technical documentation. A shorter time to publish indicates that technical writing staff is more efficient in creating and releasing new documentation.

User Experience (UX) Design

Abandonment rate

The percentage of users who start but do not complete a particular task or interaction within the product, and can provide insight into areas where design improvements are needed.

Conversion rate

The percentage of users who take a desired action (such as making a purchase or signing up for a service) after interacting with the product.

Engagement rate

How often users interact with the product, such as how often they log in or how long they spend using the product.

Error rate

The number of errors or mistakes made by users while interacting with the product, and can help identify areas where design improvements are needed.

NPS (Net Promoter Score)

How likely users are to recommend the product to others, and can provide insight into overall satisfaction levels.

Task success rate

The percentage of users who are able to complete key tasks within the product successfully, without any major roadblocks or obstacles.

Time on task

The amount of time users spend on a particular task within the product, and can provide insight into areas where design improvements are needed.

Time to complete a task

The amount of time it takes users to complete key tasks within the product, and can provide insight into how user-friendly the design is.

Usability score

How easy or difficult it is for users to complete tasks within the product, and can be determined through a combination of user feedback and expert evaluations.

User satisfaction score

How satisfied users are with the overall experience of the product, and can be determined through surveys or feedback mechanisms.

User Research

Average time to complete research studies

The average time it takes the team to complete a user research study from start to finish.

Cost per participant

The cost of recruiting each participant for user research studies.

Customer retention rate

The rate at which customers are retained due to product improvements resulting from user research studies.

Insights dissemination rate

The rate at which the team is able to disseminate insights gained from user research studies to the rest of the product department.

Number of research studies conducted

The quantity of user research studies conducted by the team within a given timeframe.

Participant recruitment rate

The success rate of the team in recruiting participants for user research studies.

Research impact on product decisions

The degree to which user research studies have influenced product decisions, as determined by stakeholder feedback.

Response rate to user surveys

The response rate of users to surveys conducted by the User Research team.

Usability testing success rate

The success rate of the team in conducting usability testing studies and obtaining actionable insights.

User satisfaction rate

User satisfaction with the product or service, as determined by user research studies.