Free Customer Success Tool - Customer Success Metric Metric: Feature Usage

Formula for Feature Usage

Feature Usage (%) = (Number of Users Using the Feature ÷ Total Users with Access) × 100

What Feature Usage Includes

Usage Frequency

• How often users interact with a specific feature (e.g., daily, weekly).

Breadth of Adoption

• Percentage of users who use a feature out of the total user base with access.

Depth of Usage

• Tracks advanced or comprehensive use of the feature versus basic interactions.

Role-Based Usage

• Analyzes adoption across different user roles (e.g., admins vs. end-users).

Why Feature Usage Matters

Retention Predictor

• Higher usage of key features correlates with stronger customer satisfaction and retention.

Insight into Product Value

• Highlights which features resonate most with customers and drive success.

Identifies Training Needs

• Low usage of important features signals a need for additional guidance or resources.

Informs Product Development

• Usage patterns help prioritize feature improvements or new capabilities.

Key Drivers of Feature Usage

Feature Awareness

• Customers can’t use what they don’t know exists. Proactive communication is key.

Ease of Use

• Intuitive and accessible features encourage frequent interaction.

Clear Alignment with Goals

• Features that solve specific pain points or meet customer objectives see higher adoption.

Training and Enablement

• Tutorials, documentation, and hands-on training increase understanding and usage.

Proactive Engagement

• Regular check-ins and sharing of best practices boost confidence in using features.

How to Improve Feature Usage

Monitor Usage Metrics

• Use analytics tools to track usage trends and identify underutilized features.

Communicate Feature Value

• Share targeted messages about how features can help achieve customer goals.

Provide Guided Onboarding

• Include feature walkthroughs during onboarding to drive early adoption.

Offer Ongoing Training

• Host webinars, workshops, and Q&A sessions to deepen feature understanding.

Collect Feedback

• Ask customers about barriers to using specific features and address their concerns.

Tools to Track and Improve Feature Usage

Product Analytics Platforms

• Churn Assassin, Mixpanel, Pendo, or Amplitude for in-depth tracking and behavior insights.

Customer Success Platforms

• Churn Assassin, Gainsight, Totango, or ChurnZero to monitor feature usage trends and integrate them with customer health scores.

In-App Guidance Tools

• WalkMe, Userlane, or Whatfix to guide users directly within the product.

Conclusion

Feature Usage provides valuable insight into how customers are engaging with the product and what drives their success. By tracking and improving Feature Usage, CSMs can enhance adoption, improve retention, and identify opportunities for growth. Ensuring customers see the value in key features is essential for building long-term, successful relationships.