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User Experience Metrics

Master UX metrics to measure and optimize AI agent performance from the user perspective

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Satisfaction Tracking

User satisfaction is the foundation of UX metrics. Track explicit feedback (ratings, surveys) and implicit signals (return rate, session abandonment). Satisfaction predicts retention better than any technical metric—users who rate interactions 4-5 stars have 3x higher return rates than 1-2 star raters.

Interactive: Satisfaction Feedback Simulator

Experience how different responses affect user satisfaction. Try rating each scenario:

User Query:
How do I reset my password?
Agent Response:
I can help you reset your password! Click on "Forgot Password" on the login page, enter your email, and you'll receive a reset link within 2 minutes. Check your spam folder if you don't see it. Need me to walk you through the steps?
How would you rate this response?

Satisfaction Metrics to Track

  • •CSAT (Customer Satisfaction): "How satisfied are you with this interaction?" 1-5 scale. Target: >80% rating 4-5
  • •NPS (Net Promoter Score): "Would you recommend this agent?" -100 to +100. Target: >50
  • •Thumbs up/down ratio: Quick binary feedback. Target: >85% positive
  • •Return rate: Do users come back? Track 7-day, 30-day return rates
  • •Session abandonment: Users leaving mid-conversation signals frustration. Target: <15%
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Collect Feedback Continuously

Ask for ratings after every session, not just occasionally. Sample 10-20% of interactions for detailed surveys. Track trends over time—a drop from 85% to 78% CSAT signals problems even if absolute score seems acceptable. Correlate satisfaction with session characteristics to identify what makes users happy.

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