Customer-Centric Website KPIs: Bounce Rate, Site Speed, and NPS

Customer-centric website KPIs such as Bounce Rate, Site Speed, and Net Promoter Score (NPS) are critical for measuring how well a website meets user expectations and drives engagement.

• Bounce Rate is the percentage of visitors who leave the website after viewing only one page without interacting further. A high bounce rate often signals poor user experience or irrelevant content, while a low bounce rate indicates visitors are engaging more deeply with the site. It is calculated by dividing the number of single-page visits by total visits and multiplying by 100%.

• Site Speed (or page load speed) measures how quickly a webpage loads and becomes usable. Key metrics include Google’s Core Web Vitals such as Largest Contentful Paint (LCP), First Input Delay (FID), and Cumulative Layout Shift (CLS). Faster site speed reduces user frustration, lowers bounce rates, improves conversions, and positively impacts SEO rankings. Tools like Google PageSpeed Insights and GTmetrix are commonly used to track this.

• Net Promoter Score (NPS) gauges customer loyalty by asking users how likely they are to recommend the website or brand to others. It reflects overall customer satisfaction and experience, providing insight into long-term engagement and brand advocacy. NPS is a key customer experience KPI that complements behavioral metrics like bounce rate and site speed.

Together, these KPIs provide a comprehensive view of website performance from a customer-centric perspective: bounce rate reveals immediate engagement, site speed affects usability and satisfaction, and NPS captures overall customer sentiment and loyalty. Monitoring and optimizing these metrics helps businesses improve user experience, increase conversions, and build lasting customer relationships.