What Key Metric is Crucial for Analyzing Fintech Platform Performance?

What Key Metric is Crucial for Analyzing Fintech Platform Performance?

To understand the critical metrics that fintech advisors prioritize when evaluating platform performance, we’ve gathered insights from a Product Manager. While they emphasize monitoring the customer contact rate, we’ve also included additional answers to provide a well-rounded perspective. From tracking daily active users to measuring net promoter score, here are key metrics that fintech professionals consistently monitor.

• Monitor Customer Contact Rate
• Track Daily Active Users
• Analyze Transaction Volume
• Assess Conversion Rate
• Watch Churn Rate
• Measure Net Promoter Score

Monitor Customer Contact Rate

Based on my experience at multiple fintechs, one of the most honest metrics you can analyze is that of contact rate. Understanding not just the overall contact rate of your customers but the reason they are contacting is a really clear way of knowing the least intuitive parts of your platform. It will obviously show you reasons you are already aware of, but dig a bit further and you will find many parts of your platform where users are getting stuck and you need to spend time on improving. This is better than simply asking users or your support teams because recency bias will impact their answers and cause you to focus potentially on problems that are one-off.

I have used this many times previously, and it has never failed in having a strong correlation with improving Net Promoter Score (NPS), which many fintechs obsess over. Often these issues can be simple to fix too. For example, if you have customers that are contacting at a certain part of sign-up, then something might be confusing in the copy that can be changed in a day.

Track Daily Active Users

Tracking daily active users is essential because it shows how engaging the platform is to its users over time. By monitoring this number, one can assess whether the platform is able to maintain a strong and steady user base. A high level of daily activity suggests the platform is meeting user needs adequately.

If the daily active users are low or dropping, it may signal issues that need to be addressed. Focus on enhancing user engagement to keep this metric trending positively.

Analyze Transaction Volume

Analyzing transaction volume is crucial as it highlights the level of activity and overall trust users have in the platform. High transaction volume typically indicates that users are comfortable performing numerous transactions and view the platform as reliable. It also reflects how often users are engaging in financial behaviors through the system.

If transaction volume is increasing, it means the platform is succeeding in encouraging user interaction. Work on increasing transaction opportunities to bolster this metric.

Assess Conversion Rate

The conversion rate is vital because it showcases how successful the platform is at turning visitors into active users. A high conversion rate indicates efficient user acquisition strategies and appealing initial user experiences. By focusing on optimizing user journeys, one can ensure higher conversion rates and a growing user base.

It also reflects the platform’s effectiveness in attracting potential users. Improve sign-up processes to improve this critical metric.

Watch Churn Rate

Monitoring the churn rate is important as it signifies the platform's ability to retain its users over time. A high churn rate means users are leaving the platform too soon, which could indicate dissatisfaction or better alternatives. By identifying why users are leaving, efforts can be directed towards improving retention strategies and ensuring user satisfaction.

Reducing churn can lead to a more loyal and engaged user base. Address user concerns promptly to minimize churn.

Measure Net Promoter Score

Measuring the net promoter score (NPS) is essential because it gauges user satisfaction and the likelihood of recommending the platform to others. A high NPS suggests users are not only satisfied but are also willing to evangelize the platform, driving organic growth. It provides valuable feedback by capturing users' perceptions of the platform’s strengths and weaknesses.

Tracking NPS regularly can help in understanding user sentiment. Strive to keep users happy to boost this important metric.