How to measure customers’ satisfaction without asking them those boring questions

Let’s imagine you want to understand how happy your customers are with your product. According to the marketers there are several methods to do that, like NPS or Temper, but all of them require interaction with the customer. Let’s be honest, most of the time people don’t want to answer stupid questions like “How do you feel about our new interface” and “Do you like our new red color?” and let’s be honest again and confess that no more than 10% of the users will answer those questions. Of course you can use the data to create a magnificent dashboard and to convince the  management that your product rocks, but they can ask you some hard questions. “Then why are we losing money?” and “Why the Churn rate is so strange?” are just a couple of examples. You don’t know. Let’s take a step back and see what is important in this case. Let’s imagine we have a website where you offer content (video lessons, for example) and you are billing month by month.   Define your Groups and their Happiness KPIs   Let’s imagine that you have 2 main user groups (2 personas): First Group – Constant Learners Group of people interested in constant learning but not sure what they want to learn about (first).  These people will browse your content until they find something interesting and will spend time doing it. What drives them? They want to discover new topics. They want to know a lot about everything. They are interested in trending topics (no one will browse – How to create a chart in Excel) They are thirsty about new knowledge. Happiness KPIs (some of them): Number of topics discovered Minutes spent on each topic Questions asked (onsite, outside) Number of logins Number of login patterns (do…