Tracking user engagement metrics is critical for the success and growth of your products since user engagement helps you create and maintain the connection between your engaged customers and the products or services you provide to them. Simply put, you should measure user interactions. If you have engaged users, the chances are high for them to buy the product or use the service. Ultimately, they recommend it to others in a way that promotes it.

Also, they provide feedback, which will help improve your business. As a way to enhance your business, high user engagement increases customer loyalty and retention metrics. All of these will ultimately result in growth in your sales!

So, the thing you should also focus on, other than drawing new users, is keeping them engaged to achieve a successful business. Therefore, I will share the 12 key customer engagement metrics with you to maximize the impact of your business and find data-driven solutions!

1. Track User Interaction/Activities

Measure your user activities to determine how many people reach you during a particular time, such as daily, weekly, and monthly. You should measure daily active clients as well as weekly active users. So you can see how many engaged customers you have.

However, it would help if you defined the “active” with your team beforehand. If one visits your website and logs in, do they become “active”? Or does active users mean to you that users click on a specific page? Then, you can measure your daily, weekly, and monthly active users.

2. Check Pageviews and Time on Page
Time on page demonstrates the visitor’s time spent on a page before exiting or moving to another page. Pageviews shows you how many users visit a page.

Even though the bounce rate is very high, the page should be high no matter what since it means the user is not engaged. On-page time is one of the popular user engagement metrics, especially for content creators.

Pageviews may be high, but the important thing is time on the page depends totally on the product. High time on the page is probably a good indicator if you are a content creator. However, for some pages, it may reveal that the page needs to be clarified, which takes the customers’ time.

3. Bounce Rate
The bounce rate represents the proportion of visitors who exit your website after looking at only one page. Therefore, a high bounce rate might not indicate the best customer journey. They may not find your products valuable if the rate is high. So, it is one of the crucial user engagement metrics to track.

Still, you also keep your eyes open to the possibility that the user may have just one inquiry about something and leave the page. The particular page may expect their needs. Therefore, you should carefully analyze this percentage when measuring customer engagement.

4. Pursue First Week Engagement Metrics

Measuring user engagement within the first week is crucial since it gives clues about the customer’s future approach. If customer engagement is weak from the first week, they will probably abandon your product. Their abandonment may be related to an onboarding process or maybe because of a more extensive and fundamental problem.

So, take precautions beforehand to track user engagement metrics to keep control of their abandonment rate and track user behavior.

If you have a channel, you can closely monitor your videos’ engagement metrics with YouTube Analytics. You can start observing engagement rates, such as CPM or like ratio, immediately after uploading a video, allowing the optimization of your YouTube marketing strategy with real-time insights.

5. Customer Lifetime Value

Customer Lifetime Value (CLV) measures user engagement that can generate revenue for a lifetime. If a customer sticks with your business for a long time, there is a high chance for them to spend more money on your company.

You can check CLV user engagement metric with these figures:

• Average customer retention
• Average sale price
• Running expenses
• The average quantity of transactions
• Cost of producing a good or service
• Costs of advertising

To track CLV, you can use various tools like Google Analytics. As one of the key metrics, CLV can be improved with a perfect customer support team that will upgrade your customers to dedicated customers. So, it is one of the most important engagement metrics to measure.

6. Stickiness

If a product service, for instance, an app, is called “sticky,” that means users engage since they return it regularly. For example, think you always go to the same place to eat something and also even bring new customers. Now, you are a sticky customer who increases engagement, becoming one of the business’s loyal customers.

With stickiness, you can measure how your customers visit your webpage and use your product to show a satisfied customer experience. To measure stickiness, you will look at website visitors: daily active users (DAU) and monthly active users (MAU). You should divide DAU into MAU, which is unique users visiting your site regularly, and get the stickiness rate. It is one of the important user engagement metrics you can check and increase customer retention with.

7. Check Feature Usage Metrics

To improve user engagement on your website or app, you can check feature usage statistics and make the necessary improvements and adjustments. If a feature has never been used, it may be an excess for the app and user. On the other hand, if a user spends a lot of time on a feature, it is evident that users find it useful. Feature usage statistics are one of the most useful key performance indicators for finding data-driven solutions for your business.

8. Net Promoter Score (NPS)

Customer satisfaction surveys that ask customers to rate the product on a scale from 1 to 10 if they suggest the product to others are called NPS surveys. It is one of the best customer satisfaction metrics since the NPS metric measures customer happiness with just a simple survey. Customers are divided into three sections depending on their answers:

• Promoters: The score is between 9-10. These are satisfied customers with a high potential of contributing to positive word-of-mouth, which will drive traffic to your site.
• Passive Customers: The score is between 7-8. They are neutral. Even though they find your product valuable, they do not see it as useful enough to recommend it to others.
• Detractors: Here, the score is 0-6. These are customers who are unsatisfied and, therefore, won’t likely recommend your product. Indeed, the chances are higher for them to share their negative feedback.

Also, you hit two targets with just one arrow, thanks to NPS surveys and email marketing actions for existing customers. You collect user feedback with these. Customer feedback helps:

• Understand customers.
• Enhance your products and services.
• Gain the loyalty and trust of your customers.
• Create decisions according to your customers’ needs.
• Draw in the target audience

Note: NPS surveys are not the only way to measure user engagement. With other surveys, you can measure satisfaction rates and have a customer satisfaction score for a particular feature.

9. Customer Effort Score

In essence, CES measures the quantity of work your consumers must put in to fix a problem or find a solution. The higher the rate, the worse the experience, which will lead to a decrease in customer engagement.

10. Consider Churn Rate

The churn rate shows how many people stopped to use your service or product. To prevent this, you should carefully measure the rate and pay attention to the feedback. Find the reasons behind the churn. Ultimately, you can execute appropriate improvements.

11. Conversion Rate
Conversion rate is the percentage showing the number of users who made an essential action on your site, like purchasing your product.
You can adapt your marketing strategies by analyzing conversion trends and making the necessary adjustments.

12. Session Duration

Session duration refers to the time a customer spends on your page. Lengthy session durations indicate higher engagement, meaning that users find your page valuable. As a result, monitoring this KPI might be necessary for enhancing user interest. To measure it appropriately, you should define an average session duration for your page.

FAQs

What are some of the common mistakes when using user engagement KPIs?

There are some mistakes to avoid when measuring how users interact on your page:

• Not monitoring consistently
• Not planning clearly
• Not making clear aims
• Too much focus on the numbers

What are the elements that affect customer engagement metrics?

Some elements that can encourage users to engage with your product are:

• Performance and speed of your website
• The user experience
• The quality of your content
• Strategy
• Campaigns
• Features

What are the best tools to check user engagement?

Views4You YouTube Video Analytics And Reports

• Google Analytics
• Mixpanel
• Social Media Analytics Tools like Twitter Analytics
• Hotjar
• SurveyMonkey
• Mailchimp
• HubSpot