Glossary · Customer Satisfaction
Feature Adoption Rate
The percentage of users actively using a specific feature. Proof of value realisation.
Feature Adoption Rate in Practice
Calculation
Adoption Rate = (Users who used feature X / Total active users) × 100%
Why It Matters
Customers who adopt core features within the first 30 days churn at a fraction of the rate of those who do not. Feature adoption is therefore the most actionable input to a Customer Health Score.
Proactive customer success teams use adoption data to trigger nudges: in-product prompts, tailored emails, or CSM outreach when a key feature is still unused after onboarding.
Frequently Asked Questions
Start with the 3-5 features most correlated with retention in your existing customer base. Track adoption of those, not everything you ship. Measuring every feature dilutes attention from the ones that matter.
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