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From the framework developed by GSA’s Digital Services Innovation Center that aims to:

identify a common approach to collect standard data, and enable aggregation of this data

The framework is based on the following types of measures:

  • Breadth
  • Depth
  • Loyalty
  • Customer Experience

Where customer experience is measured through standard service measures of quality, experience, and loyalty

Is a similar approach also commonly used for user experience measurement and monitoring, or are there similar standards that have been used for the private or commercial sector?

  • Not sure I understand the question. Are you looking to measure user/customer experience continuously and on large scale, as part of or in addition to what you described from GSA? – greenforest Mar 28 at 9:54
  • @greenforest to answer your question and further clarify my question, GSA's Digital Services Performance Framework talks about measuring the customer experience by monitoring quality, experience and loyalty, so I am wondering if these are similar measures that have been established by private and commercial organisations for work out the user experience of their products and services or are other metrics used for this. – Michael Lai Mar 28 at 21:43
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    Could the HEART framework from Google be useful for this purpose? – greenforest Apr 4 at 10:06
  • @greenforest Possibly, although I don't know if many people actually use the HEART framework. Do you have experience with it? – Michael Lai Apr 4 at 11:35
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    Sorry for the late comment @Michael Lai♦ I have some experience with the HEART framework. It's important to understand that it is a framework to think about measuring and not the actual measuring or KPI. Applying this framework will lead to many KPIs, specific for the product in question, to measure the different parts and questions in the experience. – greenforest Apr 18 at 12:32

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