Speed and download time are essential lower level needs that are generally unsatisfied today. They track download times and uptime right now. Measurement of time to complete a task is in the works for the next version but not available today. Demographic profile may remain consistent but customer expectations change. They change based on recent experiences online or offline, with competitors or with unrelated companies.
Frequent testing is a necessary business process.
Notes that there are three points of view for metrics that are all equally important. Second is to ask users about it. Third is to observe users using your product. Customer experience is the actual thread that translates brand promise into brand equity. Brand equity is where the value lies for brands.