Key Metrics → Pulse
Every business needs to know if it’s alive and thriving. The Pulse tracks the health of your product in real-time. These metrics are your heartbeat. If your Pulse is strong, your product’s thriving; if it’s weak, you better check yourself before you wreck yourself.
Tighten up, —if you’re not paying attention to user satisfaction metrics, you’re playing yourself.
These numbers aren’t just stats; they’re the pulse of your product. User satisfaction metrics is another Secret Weapon you want added to your arsenal to be unstoppable. Read on find out why they’re essential for keeping your product game tight:
Performance Check – Is Your Product Poppin’?
User satisfaction metrics are the real-deal gauge for how your product’s performing in the streets. Are customers loving what you’re offering, or are they out here looking for something better? These metrics give you the lowdown on how well your product’s hitting the mark so you can step up your game and make those improvements that’ll keep the crowd coming back for more.
Strategic Decisions – The Big Moves
You ain’t making big moves based on gut feelings. Nah. You make those game-changing decisions with data in hand. Satisfaction metrics give you the insights you need to pivot, refine, or double down on features that are making waves. You want your moves backed by facts, not by what you hope works.
Growth and Engagement – Keep ‘Em Hooked
You want to build an empire, right? Well, user satisfaction metrics are the key to keeping that growth steady. Happy customers stick around, spread the word, and keep that engagement high. You need to know what they love, what’s making them bounce, and what keeps ‘em coming back for more if you’re gonna keep scaling up and securing the bag.
The Pulse Toolkit
Pick your poison:
The Product Engagement Score (PES) Breakdown – Keep'em Clocked With Your Numbers:
Clock it, if you're not keeping an eye on your Product Engagement Score (PES), you’re tripping. This ain’t just some fancy number, it's your product’s heartbeat. The PES is the real deal when it comes to measuring how engaged your users are with your product. It’s the ultimate way to see if your product’s alive, kicking, and making waves in the SaaS or any other product game. Here’s how it breaks down:
Adoption:
Are They Really Using It?
Stickiness:
Can’t Get Enough
Growth:
The Hustle Never Stops
Understanding the Scoring – How Engaged Are They Really?
The Product Engagement Score gives you a clear idea of how deeply users are involved with your product. The scores range from 1-40 and go all the way up to 100+, with a breakdown like this:
1-40 = Very Disengaged:
These users are barely giving your product a second glance. They’re the ones who logged in once, maybe used it for 10 minutes, and never came back. These are the ones who probably won’t remember your product next week unless you do something big to pull them back. Low engagement means big opportunity—it’s time to re-engage them before they disappear for good.
41-70 = Somewhat Engaged:
These users are lukewarm. They use your product here and there, but they’re not obsessed. They’re the "I’ll check it out occasionally" crew. They see some value but haven’t quite committed to a full relationship with your product. Somewhat engaged users are your low-hanging fruit—you can bump them up to highly engaged with the right moves, like more in-app features or personalized experiences.
71-100 = Highly Engaged:
These users are actively involved, they love your product, and they use it regularly. They’re checking in multiple times a week (or even daily) and using the key features you’ve built. They’re loyal, but they still have room to level up. These users are your sweet spot—they’re deep in the product experience, but there’s still room for them to do even more. Keep feeding them with value to keep that engagement high.
Above 100 = Power Users:
These are your rockstars, your superfans. They live and breathe your product. They’re using every feature, coming back every day, and probably telling their friends about it. These users aren’t just engaged—they’re the ones who help you spread the word, provide valuable feedback, and keep the product growing. If you’re hitting 100+, you’ve got a loyal army on your hands. These are the people you want to keep happy, and they’ll keep your product thriving.
The
How to
Guide
How to Measure Your Product Engagement Score (PES) – Get That Data Right:
Alright, listen up. If you wanna know whether your product is really popping or just out here barely making it, you gotta measure your Product Engagement Score (PES). This score tells you how your users are vibing with your product and if you’re on the right track. Here's how you break it down like a boss:
Adoption – Are They Actually Using It?
First up, we check if your users are actually adopting the product. Adoption is like your first date with the user—are they really feeling the connection, or are they just being polite? Look at Core Events —that's where the magic happens. These are the key actions, that show users are getting their hands dirty, and really engaging. Track how often they’re hitting those events, and you’ll know if they’re in love with your product or just passing through.
Stickiness – Are They Coming Back for More?
Next, you want to know how sticky your product is. Stickiness is like that ex you just can’t shake off—your users keep coming back for more. Check out your Daily/Weekly/Monthly Active Users (DAU/WAU/MAU). If those numbers are high, you're doing something right. Stickiness tells you if people are coming back consistently. The more frequent the return visits, the more hooked they are, and the more loyal your customer base becomes.
Growth – Is It Up or Down?
Now, let’s talk growth—are you gaining or losing ground? You’re looking at your Quick Ratio here, which tells you if your user base is expanding or shrinking. Here's how you measure it:
New Users: These are the fresh faces—the accounts or visitors that are experiencing your product for the very first time.
Recovered Users: These are the ones who’ve been MIA for a while but decided to come back. They weren't around last period but showed up this time. Get those users back in the game, and you’re winning.
Dropped Users: These are the ones who ghosted. They were around last period, but now? Nada. You need to find out why they bounced and figure out how to reel them back in.
Managing PES with analytical tools like Pendo
Now that you know the PES score breakdown, it’s time to decide on your goal. What kind of engagement are you aiming for? If your target is to have more highly engaged users, you might want to set your goal between 71-100. That’s where the magic happens: users who love your product but haven’t maxed out yet.
Set a Goal
Get That Sweet Spot
When you’re clear about your goal, it makes every decision easier. Do you want to build more features to engage those in the 41-70 range? Or maybe you want to turn your 100+ power users into brand ambassadors. Whatever the goal, having a clear target helps you focus your efforts and know where to direct your energy.
Pick a Tool
Analytics Got You
Once you’ve decided on your goal, you need the right tools to track it. Pendo is one of many killer tools for calculating engagement. It lets you track user actions, create in-app surveys, and see exactly where users are dropping off. With tools like Pendo, you can easily calculate the Product Engagement Score and measure exactly how engaged your audience is. They’ll give you all the data you need to make informed decisions and optimize your user experience.
Frequency
Keep the Vibe Fresh
You’re not just setting your score and forgetting about it. Tracking frequency is key. Do you want to run these numbers weekly, Or are you more of a monthly tracker? Weekly tracking gives you the power to make adjustments fast. If engagement drops, you can immediately jump in with changes to re-engage your users. If you’re more about the long game, monthly tracking gives you the big picture and helps you evaluate the effectiveness of your long-term strategies. Whichever frequency you choose, just stay consistent. Regular tracking lets you stay ahead of the game and make adjustments.
Bottom line, Pimp:
Keep your eye on these metrics, pimp your product, and make sure your users are hooked, engaged, and coming back for more. Considering using a Customer Engagement Score CES as next steps if your PES is lacking. It’s all about knowing the game and playing it right.