In the world of UX, we’re often told to “measure what matters.” But in practice, teams get tangled in vanity metrics, half-measured satisfaction scores, or KPIs inherited from marketing dashboards. The result? A disconnect between real user experience and the business signals we think represent it.
True UX success isn’t captured in one number. It’s a constellation of signals — behavioral, emotional, operational. And it only becomes powerful when interpreted in context.
The Big 5 of UX Metrics: Use, Don’t Abuse
Let’s clarify five of the most-used UX metrics — and when they truly shine:
CSAT (Customer Satisfaction Score): A post-interaction pulse. Great for pinpointing micro-moments — like the checkout flow or chatbot support. However, beware of happy-path bias. People who had no problems often skip the survey. NPS (Net Promoter Score): Long seen as a “north star” for loyalty, NPS is best when tracked over time and segmented by user cohort. For product teams, it’s less about the score — more about why users give it. SUS (System Usability Scale): The old-school usability test still holds its ground. Especially valuable after interface overhauls or beta launches. But don’t just score it — dig into the adjective ratings and verbatim responses. TTR (Time to Resolution): A critical metric in support UX. The shorter the time between friction and fix, the better the perceived experience. But speed without empathy can still fail the user. Task Success Rate (TSR): Often undervalued, this measures whether users actually complete what they set out to do. It’s the most direct usability KPI — and a cornerstone for A/B test success criteria.
The Real Secret? Combine Operational + Emotional + Behavioral
UX metrics gain power in layered interpretation. Here’s how to build a meaningful insight stack:
Operational (TTR, Bounce Rate, Completion Rate): Show where friction exists. Emotional (CSAT, NPS, Verbatims): Reveal the why behind behaviors. Behavioral (Heatmaps, Funnels, TSR): Tell you what users actually do.
Together, these offer a 360° UX health view.
KPIs that Translate UX into Business
Executives don’t speak in heatmaps. That’s why UX KPIs must align with business impact. For example:
TSR → Conversion uplift TTR → Support cost reduction NPS → Churn reduction predictor Accessibility score → Risk mitigation SUS delta → Launch readiness signal
Every UX metric needs a “so what?” connection. If it doesn’t affect retention, revenue, or reputation — refine it.
A Living Metrics System, Not a One-Off Report
The best teams don’t “track KPIs.” They evolve them. Metrics should follow your product maturity, not freeze in time.
Startups: Focus on usability and value perception (SUS, CSAT, TSR) Growth Stage: Prioritize trust, loyalty, efficiency (NPS, TTR, onboarding completion) Enterprise UX: Layer on governance, accessibility scores, cost per support deflection
Conclusion: From Reporting to Storytelling
Metrics don’t tell stories — you do. A dashboard is just data. But a well-constructed UX narrative, built on multi-layered metrics, is what moves stakeholders to fund, fix, or focus. Don’t just measure. Translate.