How Today’s Businesses Are Measuring User Experience


Measuring user experience (UX) is crucial for today’s businesses, and it can be just as valuable as tracking sales data. Measuring UX metrics can lead to discovering why your products and services are/aren’t selling and help you build a more meaningful experience for your audience.


Bounce Rate


You won’t fully prevent this, but it has to be as low as possible. A bounce is when a user visits a page and immediately leaves without proceeding to other pages. If the expectations of the user aren’t met, this can happen more frequently. Think about the information they see when entering, page load time and coherent layout.


Task Success


This is an easy one to measure. Setting out tasks and discovering how many users complete either each step or the whole task. This can be registering on a website or completing a purchase for example. Both are important to discover at what point most abandonment happens.


Averaging Task Times


How long are users spending on tasks? This is also key paired with task success, if it’s taking too long to finish a simple task. The issue can also be that there are too many steps, and it can cause frustration for users. Taking too long to complete tasks can indicate there are too many steps or the information provided isn’t sufficient to assist the user.


Conversion Rate


This is usually a default metric to track. It’s seen as the most important for businesses, and quite often it is. Conversion rate is the completion of a task and any disruption in the process can mean this task is not completed. You can make changes to your UX without altering your marketing to see which might need improvement.


Error Rate


This isn’t about the bugs on a web page; it’s the occurrence of human error. Are users making mistakes when performing tasks? This metric can help your business understand if the UI is too complicated or do labels need to be more explicit. Can some tasks be simplified to minimize the errors that happen?




System useability scale (SUS). This is something that you can get direct raw data from and easily too. It involves a questionnaire to help assess how easy a product is to use or a task is to complete. It involves a simple scale most commonly 1-10 or strongly agree to disagree and collects sentiments without the need for a user to type.




Otherwise known as net promoter score, it is another easy and simple questionnaire to get some user sentiment. “How likely are you to recommend this to a friend?” We’ve all come across this and it’s so short but so valuable. Word of mouth is one of the best marketing tools, and using this method can help improve how happy a customer is.


Overall Satisfaction


NPS is a basic and fast way to get a simple opinion from users. CSAT or customer satisfaction score is another quick way to measure through surveys and interviews. This method can be applied to not only new users but existing users too.

Need help gauging customer satisfaction? Or looking for a UX overhaul? Axis Software Dynamics wants to help. Our specialist team has experience implementing everything from the ground up and renewing UX with a fresh new feeling.