Overview
To ensure that you get the highest ROI from UserGuiding, it is important to track your progress by determining a baseline metric & setting goals throughout the project timeline based on the metric you’d like to affect. This will also allow you to trigger corrective actions if needed throughout your subscription journey - and eventually reach the desired outcomes.
In this article, we compiled some common metrics that companies keep track of to validate the efficiency of their projects with UserGuiding.
Examples of metrics & KPIs
Activation
You promise some level of value to your users before they land your product, and they'll most likely expect that to be reinforced by an initial value delivery. Activation is the first point where users achieve the initial promised value. Getting them there with an effective onboarding experience is an excellent way to improve other metrics such as trial conversion & customer retention.
Record a baseline activation metric before going live with UserGuiding. For most products, activation consists of several different steps, and you can calculate the activation rate as follows:
Activation rate = activated users/acquired users
Learn more about activation:
Free Trial Conversion Rate
If your product has a free trial period before converting to a paid customer, you’d want to track the success through the number of trial users who convert.
Record a baseline metric in means of % of trial users who convert to paid customers before going live with UserGuiding. Once you can get more of your trial users to the initial promised value, or so-called Aha! Moments, it is likely that they’ll convert at a higher rate.
Learn more about conversion:
Customer Support Workload
For most companies, the Customer Support Team plays a crucial role. A decrease in the number of Support tickets often implies that your product is getting more efficient & enables users to self-serve with in-app help.
Record a baseline metric of your current Customer Support ticket volume per month.
Learn more about support:
Feature Adoption
Onboarding is a never-ending process, unlike the common belief that it starts when users sign up and finish when they become regular users. In reality, a good initial onboarding experience is only a part of a never-ending loop of experience, which leads to an increase in feature adoption. Identifying sticky features and helping your users to make use of them through their lifecycle is a perfect way to improve retention.
Record a baseline metric of key feature adoption rates in your product before going live with UserGuiding. This will help you set clear expectations and shape your ideas on where you need to drive your users to help them be successful.
Learn more about feature adoption
Customer Retention
Retention can be defined as the % of users who come back to your product within a certain time frame, and it is a metric that is often affected by many others. That is why great retention would mean that you are doing almost everything perfectly to match your users’ needs & expectations.
Record a baseline metric of your current retention rate before going live with UserGuiding. To achieve this, pick a time frame first. Then, compare the number of users at the beginning of that time frame with the number of users at the end.
Retention rate: Number of users at the end of the time frame / Number of users at the beginning of the time frame
Learn more about retention: