Top 5 customer engagement metrics you should be tracking

Mariano Rodríguez
Feb 27, 2018

Launching an app or SaaS product can seem misleadingly ‘easy’. We’re on our third and we’ve learned this through trial and error. We’ve also learned the most valuable resource is our customer engagement metrics.

Thought you may see the value and know how to use it, your view is always skewed. Growing your user base organically is the key to the success of your product. No amount of marketing and advertising dollars can fix a product that does not resonate with users at first login. To survive, you must make quick changes and be completely in-tune to what customers like and don’t like before little mistakes drive potential users away.

During your initial launch and in your growth stage, your whole team’s eyes should be on one thing: data. More specifically, customer engagement metrics. Keeping track of and acting on the right customer engagement metrics is key to the success of your product.

Here are the 5 customer engagement metrics you should be tracking

Session Time

You may be nailing your marketing strategy and plenty of potential customers may be logging in, but are they staying logged in? Session time is your earliest indication you need to make changes to keep users engaged. What’s great is that with just a few users, this metric can tell you a lot. An appropriate session time may vary. Compare your team’s session times with new users. This will tell you whether users really understand your product like you and your team or if they are lost on how to really use it.

Frequency of Return Users

Are your users creating that first account, going through your onboarding process, and then forgetting about you? If they don’t feel compelled to log back in everyday, how valuable really is your product? Again, accounts created become a vanity metric when you look at long term value from this perspective. Marketing dollars go to waste when the frequency of return users starts low and gets lower and lower over time. It costs you pointless money (up to 25x more) to keep users creating accounts who will ditch them soon after. This metric is also useful for later in growth stages when you start making changes to design or adding features. Are your users really happy with your updates? Frequency of return users is one way to tell.

User Actions

When you do start adding new features and making slight changes, it’s important not to assume all will go as planned and they will be well adopted. Keeping a close eye on user actions can help you narrow down any problematic spots or points of frustration. This metric can help you drill down the specifics of what is and what isn’t seen as useful and valuable within your product, helping you to streamline and improve without the guesswork. Sometimes the features and functionalities that you may not necessarily think are the selling point are the most valuable and vise versa. With Beamer, you can announce a new feature and see exactly how many clicks and opens you’re getting from users.

graph showing customer engagement analytics

You can also get direct reactions from your users with a simple ranking and comments like on Facebook. Users are very likely to give you feedback with such an intuitive system.

customer engagement analytics showing total views, unique users and clicks

Net Promoter Score

If your marketing team is focused on building organic growth, you’re going to want to have a good grasp of your NPS. This metric determines how likely your current customers are to recommend you (and how happy they are). This can be collected through in-app surveys. Your current customers, especially when your initial user base is small, are your biggest marketing asset. They can do a better job than anyone on your team at getting your product in front of the right eyes. The leads they bring in are the highest quality possible. Making sure this score is high means guaranteeing exponential growth and long term marketing benefits.

Daily Active Users vs Monthly Active Users

Daily active users can be considered a vanity metric, meaning they hold no real weight in determining value. If you’re dumping enough into ads, these can be easy to make this look good. It might as well be “trials started today”. But to really understand what’s going on with your product, you can determine your stickiness, or how well your product is “sticking” with customers, by comparing your daily active users with your monthly active users. Are users sticking around or falling off within that first month? If you’re seeing a sharp decline, it’s time to look at ways to show your daily value to your users.

Week 1 Customer Engagement Metrics

Connected to Daily active and monthly active users, is Week 1 user engagement. Week 1 user engagement is a vital metric that can tell you a lot about where you’re going wrong in getting users hooked. Usually, if users don’t adopt your product within the first week of creating an account, it’s exponentially hard to get them back from there. Having this metric strong is a good indicator for effortless success. It’s not worth the marketing dollars to be sending leads to a product that does not convert them into long term customers. Week 1 engagement determines how well your user experience hooks users, how intuitive onboarding is, and overall how excited new users are about your product.

advanced analytics with user data and metrics

Tackling all of these metrics and working out how to improve them definitely isn’t easy. If you’re looking for a way to track user engagement and actions, and also increase user engagement with your product, we created a solution while trying to solve this problem on our own.

How Beamer can help with customer engagement metrics

Beamer is an in-app changelog that lets users know about features you’ve added and improvements you’ve made. Beamer tracks your users reaction to new features and changes while also increasing their engagement more than email, push notifications, or in-app messages.

Introducing users to consistent improvement is a great way to increase NPS and build stronger relationships with users overall. Companies using Beamer have seen 10x more user engagement. Get Beamer with a simple install today.

Keep your users in the know.