Key Takeaways

UX metrics reveal what technical benchmarks miss: user satisfaction, response quality, task completion, and engagement. These metrics predict retention, adoption, and long-term success. Apply these 10 principles to build agents users actually want to use:

Technical Metrics Don't Predict User Success

An agent can be fast, cheap, and accurate but still fail if users don't like it. Measure satisfaction, quality, and task success—not just latency and cost.

Satisfaction Drives Retention

Users who rate interactions 4-5 stars have 3x higher return rates. Track CSAT, NPS, and thumbs up/down. Target >80% positive ratings.

Quality Has Multiple Dimensions

Measure accuracy, relevance, completeness, clarity, and helpfulness. Different use cases prioritize different dimensions. Use weighted scoring.

Task Success Matters Most

Did the user accomplish their goal? Track completion rate, first-attempt success, and escalation rate. High engagement + low success = frustration.

Use Human + LLM Evaluation

Human raters are accurate but expensive. LLM-as-judge (GPT-4) scales to 100% coverage. Validate LLM ratings against human baselines.

Track Trends Over Time

A single week's metrics don't tell the story. Monitor trends: dropping from 85% to 78% CSAT signals problems. Set thresholds and alerts.

Correlate Metrics to Find Drivers

Which quality dimensions correlate most with satisfaction? Which features drive engagement? Optimize high-impact factors first.

Sample Strategically

Evaluate 100-200 responses weekly for human ratings. Focus on edge cases, low satisfaction sessions, and new features. Use stratified sampling.

A/B Test UX Improvements

Never assume changes improve UX. Test prompt variations, UI changes, and new features against satisfaction and task success metrics.

User Feedback Is Your North Star

Technical benchmarks measure what's easy, not what matters. If users are unhappy, no amount of speed or accuracy fixes it. Measure what users care about.

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Build a UX Metrics Dashboard

Create a real-time dashboard tracking CSAT, quality scores, task success rate, and engagement metrics. Set thresholds and alerts (e.g., "Alert if CSAT drops below 80%"). Review weekly trends with your team. Correlate UX metrics with technical metrics to find optimization opportunities. A/B test improvements and measure impact on user satisfaction. Remember: users don't care about your latency benchmarks—they care whether your agent helps them. Measure what matters to users.

User Experience Metrics

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