Product metrics. Part 13. Product Quality Metrics

 Product Quality Metrics

1. Bug Rate / Defect Density

Definition: Number of bugs per module, user session, or lines of code.
Formula:
Bug Rate = Total Bugs / Total Sessions (or LOC, features, etc.)

Examples:

  • Banking App: 120 bugs in 12,000 sessions →
    = 1 bug per 100 sessions
  • E-learning Platform: 25 bugs in 5 modules → 5 bugs/module.
  • SaaS Tool: 15 bugs per 10,000 LOC → 0.0015/LOC.

2. Crash Rate

Definition: % of sessions where app crashes.
Formula:
Crash Rate = (Crashes / Total Sessions) × 100

Examples:

  • Fintech App: 200 crashes / 50,000 sessions →
    = 0.4%
  • Food Delivery App: 150 / 100,000 → 0.15%.
  • Streaming App: 50 crashes / 80,000 → 0.06%.

3. App Load Time / Page Load Time

Definition: Average time taken to load a page or app.

Examples:

  • News App: 2.3 seconds.
  • Fashion E-commerce: 4.8 seconds.
  • Health Tracker: 1.9 seconds.

Note: Lower is better. Under 3s is optimal.

4. Support Ticket Volume

Definition: Number of support queries per user or in a given period.
Formula:
Support Rate = Tickets / Users or Tickets / 1,000 Users

Examples:

  • Cloud Storage: 600 tickets from 30,000 users →
    = 20 per 1,000 users
  • HR SaaS: 150 tickets/month from 5,000 users → 30 per 1,000.
  • Marketplace: 2,000 tickets from 1L users → 20 per 1,000.

5. Time to Resolve / First Response Time

Definition: Average time to resolve support issues.

Examples:

  • Email Tool: 4 hours avg. resolution.
  • Ride Hailing: 2.5 hours first response.
  • Healthcare App: 1.5 hours for basic queries.

6. Net Promoter Score (NPS)

Definition: Measures customer loyalty.
Formula:
NPS = %Promoters - %Detractors (from survey scale 0–10)

Examples:

  • Productivity Tool: 65% promoters, 10% detractors →
    = +55 NPS
  • Online Pharmacy: 45% promoters, 20% detractors → +25.
  • CRM Software: 70% promoters, 15% detractors → +55.

7. User Satisfaction Score (CSAT)

Definition: Average satisfaction rating (usually 1–5 or 1–10).
Formula:
CSAT = (Sum of Scores / Total Respondents) × 100

Examples:

  • Learning Platform: Avg. 4.6 out of 5 →
    = 92% CSAT
  • Logistics App: Avg. 8.5 out of 10 → 85%.
  • Recipe App: Avg. 4.3/5 → 86%.

8. Feature Adoption Rate

Definition: % of users actively using a new feature.
Formula:
Feature Adoption = (Feature Users / Eligible Users) × 100

Examples:

  • CRM Plugin: 2,000 of 10,000 users →
    = 20% adoption
  • Mobile Wallet: QR pay used by 4,000 of 8,000 → 50%.
  • SaaS Dashboard: 1,500 of 3,000 users use analytics → 50%.


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