Feature Adoption

What It Is

Feature adoption measures how many of your platform’s features users are actively utilizing. It’s a snapshot of how deeply they’re exploring your platform and integrating it into their workflow.

Why It Matters

Feature adoption offers a direct line to understanding value:

• High adoption rates show users are deeply exploring your platform, increasing their likelihood of becoming long-term, loyal customers.

• Low adoption rates may indicate friction, gaps in onboarding, or features that are underutilized or misunderstood.

Tracking adoption allows you to:

• Identify power users who champion your product.

• Pinpoint growth opportunities.

• Ensure no feature is overlooked or underused.

How It’s Measured

Feature adoption measures the percentage of features actively leveraged by users:

Formula:
Adoption Rate = (Features Used / Total Features) × 100

Example:

• A user utilizing 15 out of 20 features has an adoption rate of 75%, signaling they’re making the most of your platform.

• A user utilizing only 5 out of 20 features (25%) might need extra onboarding or support to unlock more value.

Signals to Watch

• Healthy Customers: Adoption rates of 70% or higher indicate users are fully engaging with your platform and reaping its benefits.

• Warning Signs: Rates below 30% may signal users struggling to see value or unaware of your platform’s full potential.

Who Uses It and How

• Customer Success Teams: Identify users who need help discovering untapped features and provide targeted guidance.

• Product Managers: Pinpoint underused features to prioritize updates or create campaigns to boost awareness and adoption.

• Sales Teams: Showcase high adoption rates during upsells to highlight ROI and the breadth of your platform’s value.

Why It’s Part of Customer Health

At Accoil, feature adoption is a critical metric for understanding customer health. It’s not just about tracking who logs in—it’s about ensuring users are leveraging your platform’s full potential.

When combined with other metrics like customer health scores and usage frequency, feature adoption provides a clearer picture of who’s thriving, who’s stuck, and where to focus your efforts.

Because when customers unlock the full potential of your platform, they’re more likely to stay—and advocate for you.