Beyond the North Star: Building Experience Metrics that are Actually Useful

Stop Chasing the "Perfect" Metric. Start Delivering Organizational Utility.

Standard metrics like NPS look great on a dashboard, but they rarely trigger the strategic shifts needed to move the needle. To keep research at the heart of every decision, teams need to move beyond vanity metrics and focus on organizational utility.

In this on-demand webinar, Kathy Lin (Staff Quant UXR at Turo) and James Villacci (Head of Research at Sprig) walk through how Turo built an experience metrics program that translates user sentiment into tangible business impact.

• The Utility Shift: Why your organization’s specific needs, not industry standards, should dictate your primary metrics.
• The Data Foundation: How to capture high-quality signals across in-app and email channels without sacrificing speed.
• ‍Executive Buy-in: Strategies to ensure your metrics drive cross-functional decisions rather than endless debates.