Objective
We never tracked a product’s experience after release. I wanted to improve our products based on the feedback we received, but improvements cost time and money, so we needed to measure their results, to be sure the effort paid off and users really had a better experience.
The approach
Use product metrics to track how satisfied our users are.
01 - Choose the metrics
There are many ways to measure a product. After comparing them, we chose CSAT (Customer Satisfaction) and NPS (Net Promoter Score), because they are widely used by products around the world.
We surveyed our two core products, Bitkub NFT and Bitkub NEXT, to track satisfaction for individual features and for each product overall.
02 - Act on it, then measure again
After the results for the first half of 2022 came in, we discussed the feedback and turned it into an improvement backlog. Over four months we worked through more than 50 backlog items for Bitkub NFT.
In the second half of 2022, we ran the survey again to compare with the first half.
Both products improved on the first half, but NPS was still too low. The next step was to talk to users who scored 7 or 8, to understand what would turn them into promoters.
Bitkub NFT survey comparison
Bitkub NEXT survey comparison
03 - Share the year’s results
At the end of the year, I ran a session to present our overall product metrics for 2022.
What I learned
- The results contradicted several of our hypotheses. We were surprised to find that users who came through email behaved differently from users who came through social media.
- How to run a survey end to end, and how to work with the marketing team to publish it.
- How to learn from user feedback and turn it into product improvements while tracking the metric over time.
