Feature Adoption

What It Is

Feature adoption measures how many of your product’s features users are actively using. It’s a snapshot of how thoroughly they’re exploring your product and making it part of their workflow.

Why It Matters

Adoption is a direct line to understanding value:

• A high adoption rate means users are exploring your product fully, becoming long-term, loyal customers.

• A low adoption rate might suggest friction, gaps in onboarding, or underused features.

Tracking adoption lets you identify power users, uncover growth opportunities, and ensure no feature goes unnoticed.

How It’s Measured

Adoption rate measures the percentage of features users are actively leveraging:

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

Example:

• A user using 15 out of 20 features has an adoption rate of 75%, signaling they’re exploring your product deeply.

• A user using 5 out of 20 features (25%) might need extra onboarding or help to see your product’s full value.

Signals to Watch

• Healthy Customers: Adoption rates of 70% or higher indicate users are fully engaging and reaping your product’s benefits.

• Warning Signs: Rates under 30% may highlight users struggling to connect with your product—or unaware of its full potential.

Who Uses It and How

• Customer Success Teams: Spot users who need guidance and help them discover untapped features.

• Product Managers: Identify underused features to prioritize updates or create campaigns to boost awareness.

• Sales Teams: Highlight high adoption rates during upsells, showcasing ROI and the breadth of your product’s value.

Why It’s Part of Customer Health

At Accoil, feature adoption is a key metric in understanding customer health. It’s not just about how many users log in—it’s about ensuring they’re getting the most out of your product. Combined with other metrics like engagement and frequency, feature adoption helps you pinpoint who’s thriving, who’s coasting, and where to focus your efforts.

Because when customers unlock the full potential of your product, they stick around—and advocate for you.