Key Insights

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  Standard metrics like NPS often mask important differences in user experience across customer segments such as new and existing customers.

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  Metrics should separate attitudinal data (how users feel) from behavioral data (what users do) to avoid conflation and misinterpretations.

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  A custom digital metric framework benefits from integrating qualitative sentiment analysis of user verbatims to add context beyond numbers.

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  Balancing metric complexity internally with simplified reporting for business stakeholders helps drive actionable insights without overwhelming decision makers.

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  Applying established frameworks like Google HEART or NASA TLX can provide helpful reference points for measuring user experience multidimensionally.

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  Metrics need to be valid over time, allowing benchmarking across consistent, relative timeframes to detect meaningful trends.

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  Measuring customer sentiment includes factors like perceived trustworthiness, visual appeal, clarity, and satisfaction along specific user journeys.

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  Conversion rates alone don't tell the full story—total conversions and behavioral context must be considered when evaluating performance.

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  Business leaders often prefer single-number metrics, so combining simple scores with human stories and verbatim feedback aids adoption.

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  Designing metrics starts from defining clear goals, followed by specifying measure type, signals, timeframe, and scope for each metric.

Notable Quotes