Establish metrics

Minimum you need to do

Establish metrics to measure how well the service meets the identified outcomes and addresses the problem or opportunity.

Identify the right metrics

Metrics are measurements that tell you how well something is performing.  

  • Design meaningful metrics to tell you whether your service is achieving what you intend.  
  • Plan how you will measure performance from the outset.  
  • Track what works and what doesn’t, and measure customer satisfaction. 
  • If you are improving a service, you can use existing data that made you aware of the problem or opportunity in the first place, as a baseline for your metrics.  

Collect and use data

Consider upfront what data you will need to collect to create your metrics and measure success.  

  • Identify the data you need to set a baseline for your service’s performance, so you know what data to collect from the start of the project.  
  • Establish a baseline for an existing service so you can track how your performance has improved. 
  • You will need to build collecting data into the project plan and transition to business-as-usual once the service goes live.  

Get a strong evidence base of qualitative and quantitative data to make decisions. Data sources can include: 

  • website performance 
  • user feedback 
  • call centre data. 

Combine data from a range of sources for a detailed picture of how well your service is performing.  

Reporting on performance

Think about how you will report on performance. See the below links for examples of how to use a performance dashboard for reporting.  

How to show you’ve met the need

You will have:

  • set metrics that will help you track that your product or service is achieving your goals.

Last updated