The plan focuses on evaluating the service health of payment, EKYC, OTP, and messaging systems with the help of specific metrics. These metrics are crucial as they provide insights into system reliability and user satisfaction. For instance, "Uptime Percentage" ensures services are available almost all the time, contributing to customer trust. Similarly, the "Customer Satisfaction Score" highlights the importance of user experiences, prompting continuous improvements based on customer feedback.
Metrics such as "Response Time" and "Error Rate" are pivotal in maintaining smooth and efficient operations. A swift response time enhances user interactions, while a low error rate ensures seamless service execution. Additionally, a high "Transaction Success Rate" is vital for trust in payment systems, reducing failures and increasing confidence in clients.
Top 5 metrics for Service Health Evaluation
1. Uptime Percentage
Measures the amount of time the service is up and running without interruptions. Calculated by dividing the total operational minutes by the total minutes in a period.
What good looks like for this metric: 99.9% or higher
How to improve this metric:- Implement redundancy systems
- Use robust monitoring tools
- Conduct regular maintenance
- Train staff for quick incident response
- Opt for reliable service providers
2. Response Time
The time it takes for the service to respond to a user action or request. Typically measured in milliseconds or seconds.
What good looks like for this metric: Less than 200ms
How to improve this metric:- Optimize server configurations
- Use a content delivery network
- Streamline code and queries
- Enhance database performance
- Regularly audit application performance
3. Error Rate
The percentage of failed requests in relation to the total number of service requests.
What good looks like for this metric: Less than 1%
How to improve this metric:- Implement detailed logging
- Enhance debugging processes
- Regular code reviews
- Continuous service testing
- Deploy robust error handling
4. Customer Satisfaction Score (CSAT)
A measurement derived from customer feedback focusing on satisfaction with the service, typically collected via surveys.
What good looks like for this metric: 80% or higher
How to improve this metric:- Enhance user experience design
- Implement customer feedback loops
- Resolve issues promptly
- Provide user-friendly interfaces
- Conduct regular user training
5. Transaction Success Rate
The percentage of successful transactions completed without any errors or failures.
What good looks like for this metric: 95% or higher
How to improve this metric:- Optimize transactional workflow
- Enhance payment gateway reliability
- Continuously monitor transaction logs
- Implement strong authentication mechanisms
- Regularly update and test payment procedures
How to track Service Health Evaluation metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
