Experience

In the previous sections, we looked at discovery, engagement, acquisition, activation, and retention metrics that trace the customer journey and measure its various aspects of it. However, as customers go through these steps in the customer journey, they are building an overall impression of the product experience. In this section, you will learn about quantitative and qualitative ways of gathering customer insights using metrics such as conversion rate, the CSAT, and the NPS.

The following diagram shows the metrics that help you measure product experience:

Figure 11.13 – Product metrics to measure experience

As you can see in the preceding diagram, there are six ways to measure the experience of your APIs, which we will discuss now.

Unique API consumers

APIs are primarily B2B products, and it is common to have multiple developers as part of every customer account. This might make identifying unique customers challenging in some...