Define Metrics and Thresholds to Measure Feature Adoption

Introduction

Measuring feature adoption effectively requires setting clear metrics and thresholds to track customer engagement and identify improvement opportunities. Defining these metrics ensures that your team can monitor feature usage, identify at-risk accounts, and prioritize actions to drive adoption. This article guides you through defining and implementing feature adoption metrics using Gainsight’s tools.

Step 1: Identify High-Value Features

Begin by pinpointing the features that are critical to customer success and adoption goals.

• Determine Critical Features: Collaborate with Product and Customer Success teams to identify features that drive customer outcomes.

• Map Features to Goals: Align high-value features with customer objectives, such as onboarding success or advanced functionality utilization.

• Use Product Analytics: Leverage PX to analyze historical usage data and identify which features deliver the most value.

Step 2: Define Usage Thresholds

Establish thresholds for healthy, at-risk, and critical usage levels to categorize feature engagement.

• Set Baselines for Healthy Usage: Use historical data to determine average engagement rates for each feature and set these as baselines.

• Create Risk Categories: Define thresholds for “At-Risk” and “Critical” usage to flag accounts requiring immediate intervention.

• Leverage Scorecards: Configure thresholds in Scorecards to monitor adoption health in real-time.

Step 3: Develop Breadth and Depth Metrics

Track adoption across both breadth (number of users engaging with features) and depth (frequency of usage).

• Measure Breadth of Adoption: Use Adoption Explorer to track the percentage of users engaging with each feature across your customer base.

• Assess Depth of Usage: Analyze how frequently key features are being used by active users to gauge deeper engagement.

• Monitor Changes Over Time: Create reports to compare breadth and depth metrics monthly, identifying trends or sudden shifts.

Next Steps for Success

With clear metrics and thresholds established, focus on promoting engagement. The next step is to design and launch campaigns that guide customers toward meaningful feature adoption, ensuring they realize the full value of your product.

Explore More

• Guide: Product Stickiness - Tutorial & Best Practices

• Blog: How to Measure and Improve User Adoption

• Support Resource: Scorecards Overview

• Support Resource: Adoption Explorer Functions