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.