Driving Change with CX Metrics

Key Insights

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  MasterCard shifted focus from product launch success to sustained adoption, retention, and partner implementation to drive revenue.

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  They developed three standardized CX metrics: Concept Desirability Score, Design Quality Score, and Partner Onboarding Gold Standards to measure product quality throughout development.

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  Concept Desirability Scores are rapid, low-cost tests of multiple early ideas to identify opportunity areas and course correct early.

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  Design Quality Scores dive deep on a single product’s user journey, onboarding, and emotional interactions to improve execution.

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  Partner Onboarding Gold Standards quantify implementation quality with cross-functional self-assessments tied to executive incentives.

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  Poor initial design quality can be revealed through these metrics—as with the subscription service example—leading to redesigned, higher-scoring solutions.

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  The CX metrics integrate with MasterCard’s stage gate product framework enabling targeted, timely decision making and reducing costly rework.

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  Their system actively discourages common anti-patterns like hippo-driven feature creep, mistaking pilot willingness for market demand, and misaligned incentives.

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  Human coaching remains vital to prevent gaming the system and to help product teams interpret metrics as tools for learning and iteration.

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  Leadership support and embedding these metrics into performance goals help create accountability and cultural adoption despite initial resistance.

Notable Quotes