Suppose that you're the Chief Product Officer of Swiggy (an Indian food delivery app). What are the top 3 metrics that you would track?
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- Restaurants
- Customer
- Delivery partner
- # of app downloads
- # of signup
- # of restaurant register
- # of delivery partner register
- #of users who complete at least one order
- # of a restaurant that received one order and complete it
- # of driver who delivered one order
- Average delivery time linked with this to area
- # of orders per user (weekly, monthly)
- Average order size per user
- time spent to finalize order per user
- # of time order per user / # of time user open app
- CTR on a different channel like (PN,SMS,Email,Whatsapp)
- # of compliant order / # of total order
- NPS score
- App store rating
- GMV
- CLTV
Being CPO, my chase metrics for regular days would be with respect to the following 3 objectives:
1. customer experience - % orders delivered on time
2. customer retention - (1)% split between orders from repeat and new customers. (2)repeat customer/total customer
3. revenue - net loss or profit on day sales
As CPO, you need to focus on both ST and LT goals. If i am to see only 3 metrics on my daily dashboard i would pick revenue & platform engagement (from AARRR - pirate metrics). Basis this i can action on metric drops or funnel improvements.
- Revenue
- GMV (North Star Metric)
- # of daily orders (split by city, user segment, new vs repeat users etc.)
- NPS score (to understand Customer Happiness)
- Average Order rating, # of returns, complaints raised
- Engagement / Retention
- DAU, MAU (split by source - open app direct, organic, cpc, affiliate, notification etc)
- Conversion Ratio (brand menu PDP to purchase)
- split metrics by source of origin - banner, search, push, grid (list page), recommendation engine etc
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