Measuring Engagement Through Remote Interactions of Customers: Introducing METRIC

Abstract

In this article, we present METRIC. Measuring Engagement Through Remote Interactions of Customers (METRIC) (https://metric.qcri.org/) is a tool for collecting, measuring, analyzing, and reporting the engagement of online systems through actual interactions of customers or users, either remote or in the lab. METRIC enables system stakeholders to enhance their understanding of their audience, customer, or users’ actual behavior on pages, images, videos, interfaces, and online systems, including the gaze and interaction with sub-elements on a page within a system or comparisons via A/B testing. Along with eye-tracking devices, METRIC uses a webcam-based eye-tracking JavaScript library for the ability to monitor the users’ real visual attention during interaction with the online system. METRIC provides sophisticated reporting features throughout the collecting, measuring, and analyzing process. METRIC can also be deployed in user experiments toward the design of better cooperation technologies, primarily due to its online nature.