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15 examples of Performance metrics and KPIs

What are Performance metrics?

Developing an effective Performance metrics can be intimidating, especially when your daily duties demand your attention. To assist you, we've curated a list of examples to inspire your planning process.

Feel free to copy these examples into your favorite application, or leverage Tability to maintain accountability.

Find Performance metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Performance metrics and KPIs

Metrics for Reprocessed Plastic Recycling

  • 1. Annual Sales Volume

    The total quantity of plastic products sold within a year

    What good looks like for this metric: 10,000 MT in 2025, increasing to 50,000 MT by 2035

    Ideas to improve this metric
    • Expand market reach through marketing
    • Increase product quality to boost sales
    • Enhance sales team training and incentives
    • Identify and target key industries needing plastic
    • Collaborate with international partners
  • 2. Production Yield

    The percentage of produced items that meet quality standards

    What good looks like for this metric: 95% in 2025, aiming for 99% by 2035

    Ideas to improve this metric
    • Implement quality checks at each production phase
    • Invest in modern machinery and technology
    • Train employees on quality control processes
    • Conduct regular maintenance on equipment
    • Incorporate lean manufacturing practices
  • 3. Customer Retention Rate

    The percentage of customers who continue to buy over time

    What good looks like for this metric: 80% in 2025, increasing to 95% by 2035

    Ideas to improve this metric
    • Enhance customer service and support
    • Implement a loyalty program
    • Regularly seek customer feedback for improvements
    • Offer personalized deals and discounts
    • Ensure high product quality and consistency
  • 4. Cost per Metric Tonne (MT)

    The cost incurred to produce one metric tonne of plastic

    What good looks like for this metric: 10% reduction by 2026, aiming for 20% reduction by 2035

    Ideas to improve this metric
    • Streamline procurement processes
    • Negotiate better deals with suppliers
    • Optimize production scheduling for efficiency
    • Minimize waste during production
    • Utilize energy-efficient machinery
  • 5. Training Hours per Employee

    The average number of hours each employee spends in training annually

    What good looks like for this metric: 20 hours in 2025, increasing to 60 hours by 2035

    Ideas to improve this metric
    • Develop a comprehensive training calendar
    • Encourage online and external training sessions
    • Introduce mentorship programs
    • Link training to career development plans
    • Utilize technology for training modules

Metrics for Improving MSME Programme Performance

  • 1. MSME Onboarding Rate

    Number of new MSMEs registered per month in each state

    What good looks like for this metric: 500 MSMEs per state per month

    Ideas to improve this metric
    • Implement targeted marketing campaigns
    • Streamline registration process
    • Offer onboarding incentives
    • Enhance user experience on registration platform
    • Facilitate partnerships with local business organisations
  • 2. Adoption Funnel Conversion

    Percentage progression from onboarding to loan submission

    What good looks like for this metric: 70% profile completion rate

    Ideas to improve this metric
    • Identify and address common drop-off points
    • Simplify application process
    • Provide users with progress guidance
    • Enhance support and FAQs
    • Use data analytics to personalise follow-ups
  • 3. Active Users

    Percentage of onboarded MSMEs submitting applications or accessing services monthly

    What good looks like for this metric: Industry-specific % benchmarks

    Ideas to improve this metric
    • Engage users with newsletters or updates
    • Implement feedback loops with users
    • Offer exclusive services or discounts
    • Provide educational resources to users
    • Monitor and adapt to usage trends
  • 4. Drop-off Points

    Percentage abandonment at each stage of the adoption funnel

    What good looks like for this metric: Industry-specific % reduction

    Ideas to improve this metric
    • Regularly review and improve each funnel stage
    • Collect and analyse feedback from users
    • Implement optional steps to ease process
    • Ensure technical stability of platforms
    • Provide real-time assistance
  • 5. Aggregated Funnel Metrics

    National averages for onboarding, conversions, and active users

    What good looks like for this metric: 60% overall conversion rate

    Ideas to improve this metric
    • Collate and compare state-level data
    • Identify successful strategies in high-performing states
    • Coordinate national campaigns
    • Collaborate with multiple stakeholders to improve outreach
    • Optimise platforms for better national reach

Metrics for Good Governance And Public Participation

  • 1. Internal Audit Coverage Ratio

    Percentage of total auditable areas covered by the internal audit within a time period

    What good looks like for this metric: 75% to 90%

    Ideas to improve this metric
    • Enhance audit planning processes
    • Ensure resource allocation aligns with plan
    • Prioritise high-risk areas
    • Leverage data analytics for audits
    • Review audit charter regularly
  • 2. Stakeholder Engagement Index

    Measures the level and quality of engagement with stakeholders in governance processes

    What good looks like for this metric: Above 70%

    Ideas to improve this metric
    • Develop clear communication strategies
    • Facilitate regular stakeholder meetings
    • Solicit feedback through surveys
    • Enhance transparency in operations
    • Implement participatory decision-making
  • 3. Compliance Rate

    Rate at which the organisation adheres to applicable laws, regulations, and internal guidelines

    What good looks like for this metric: 90% to 100%

    Ideas to improve this metric
    • Conduct regular compliance training
    • Implement compliance monitoring systems
    • Establish clear compliance procedures
    • Perform regular compliance audits
    • Foster a compliance-focused culture
  • 4. Audit Recommendations Implementation Rate

    Percentage of internal audit recommendations successfully implemented

    What good looks like for this metric: 85% to 95%

    Ideas to improve this metric
    • Establish clear follow-up processes
    • Assign accountability for action plans
    • Monitor progress of implementation
    • Provide training for recommendation execution
    • Regularly review status with management
  • 5. Public Feedback Score

    Measures satisfaction and engagement level of public stakeholders with governance initiatives

    What good looks like for this metric: Above 75%

    Ideas to improve this metric
    • Conduct community opinion surveys
    • Increase transparency of governance actions
    • Provide platforms for public input
    • Initiate public information campaigns
    • Regularly publish outcomes of governance decisions

Metrics for Streamline Operations & Improve Feedback

  • 1. Average Response Time

    The average time it takes for support staff to respond to student queries

    What good looks like for this metric: 24 hours or less

    Ideas to improve this metric
    • Implement automated responses for common queries
    • Provide additional training sessions for support staff
    • Utilise CRM software to track response times
    • Set goals for individual team members
    • Analyse and optimise workflow processes
  • 2. Student Feedback Quality Score

    The average rating of feedback provided by mentors as rated by students

    What good looks like for this metric: 4.5 out of 5

    Ideas to improve this metric
    • Provide training on giving effective feedback
    • Develop a standard feedback template
    • Review and discuss feedback in team meetings
    • Gather feedback from students on mentor performance
    • Conduct regular mentor evaluations
  • 3. First Contact Resolution Rate

    Percentage of support queries resolved during the first interaction with support staff

    What good looks like for this metric: 70% or higher

    Ideas to improve this metric
    • Conduct root cause analysis on frequently unresolved topics
    • Empower staff to make decisions without escalation
    • Improve access to solution resources
    • Develop a comprehensive FAQ section
    • Increasing collaboration with mentors for complex issues
  • 4. Mentor Availability

    Measures the average time mentors are available to provide feedback during scheduled office hours

    What good looks like for this metric: 85% of scheduled hours

    Ideas to improve this metric
    • Optimise scheduling to align with student needs
    • Provide incentives for maintaining high availability
    • Introduce flexible working hours for mentors
    • Utilise technology to aid remote mentoring sessions
    • Increase cross-training for coverage
  • 5. Net Promoter Score (NPS)

    A measure of student loyalty and satisfaction based on their likelihood to recommend the training to others

    What good looks like for this metric: 70 or above

    Ideas to improve this metric
    • Regularly survey students for feedback
    • Improve mentor-student engagement
    • Enhance curriculum based on student feedback
    • Ensure a seamless onboarding process
    • Create a supportive community for student interaction

Metrics for iOS Device Migration

  • 1. Migration Completion Rate

    The percentage of iOS devices successfully migrated to Microsoft Intune

    What good looks like for this metric: 90-95%

    Ideas to improve this metric
    • Develop a detailed migration plan
    • Conduct pilot testing before full rollout
    • Ensure adequate training for IT staff
    • Engage in continuous monitoring and feedback
    • Allocate sufficient resources for the project
  • 2. Post-Migration Device Performance

    Measure the performance of devices post-migration, focusing on speed and application responsiveness

    What good looks like for this metric: Performance increase of 10-20%

    Ideas to improve this metric
    • Optimize device settings during migration
    • Update applications to the latest versions
    • Conduct regular performance assessments
    • Encourage employee feedback for improvements
    • Monitor and address any reported issues promptly
  • 3. Security Incident Reduction

    Track the number of security incidents after migration compared to before

    What good looks like for this metric: Reduction of incidents by 30%

    Ideas to improve this metric
    • Enhance device security configurations
    • Educate users about security best practices
    • Implement regular security audits
    • Continuous monitoring for any anomalies
    • Use threat intelligence platforms
  • 4. User Satisfaction Score

    Survey scores from users regarding their satisfaction with the new system

    What good looks like for this metric: 70% satisfaction rate

    Ideas to improve this metric
    • Conduct user training sessions
    • Offer a user-friendly interface
    • Provide efficient troubleshooting support
    • Incorporate user feedback into improvements
    • Continuously update support materials
  • 5. Network Access Success Rate

    The percentage of successful network access attempts post-migration

    What good looks like for this metric: Above 95%

    Ideas to improve this metric
    • Ensure seamless network integration
    • Update network policies for Intune compatibility
    • Test network access at regular intervals
    • Implement redundancy measures
    • Provide support for network connectivity issues

Metrics for Performance Management

  • 1. Instagram Engagement

    Measures the level of interaction (likes, comments, shares) relative to the total follower base

    What good looks like for this metric: Between 1% and 3% engagement rate

    Ideas to improve this metric
    • Post consistently and at optimal times
    • Utilise engaging and relevant hashtags
    • Encourage user-generated content
    • Collaborate with influencers
    • Run interactive polls and Q&As
  • 2. Website Traffic

    Tracks the number of visits to a website over a specified period

    What good looks like for this metric: 1000 pageviews per day for small to medium sites

    Ideas to improve this metric
    • Optimise website for search engines (SEO)
    • Promote website across social media platforms
    • Invest in pay-per-click advertising
    • Create engaging and relevant content
    • Ensure website is mobile-friendly
  • 3. Customer Retention

    Measures the percentage of customers who continue to buy over a certain period

    What good looks like for this metric: Above 75% retention rate

    Ideas to improve this metric
    • Implement a customer feedback system
    • Enhance customer service response times
    • Develop a customer loyalty program
    • Personalise customer communication
    • Ensure product quality and reliability

Metrics for IT Department Efficiency

  • 1. Incident Response Time

    The average time it takes for the IT department to respond to an incident after it is reported.

    What good looks like for this metric: 30 minutes to 1 hour

    Ideas to improve this metric
    • Implement automated alert systems
    • Conduct regular training sessions
    • Set up a 24/7 support team
    • Streamline incident escalation processes
    • Utilise incident management tools
  • 2. First Contact Resolution Rate

    The percentage of IT issues resolved during the first contact with the user.

    What good looks like for this metric: 70% to 80%

    Ideas to improve this metric
    • Enhance self-service tools and resources
    • Improve knowledge base quality
    • Conduct specialised training for support staff
    • Implement a feedback loop for continuous improvement
    • Use advanced diagnostic tools
  • 3. System Uptime

    The percentage of time that IT systems are operational and available for use.

    What good looks like for this metric: 99% to 99.9%

    Ideas to improve this metric
    • Regularly update and patch systems
    • Implement high availability solutions
    • Conduct regular system monitoring
    • Perform routine maintenance checks
    • Use redundant systems
  • 4. User Satisfaction Score

    The average satisfaction rating given by users after IT services are provided.

    What good looks like for this metric: 4.0 to 4.5 out of 5

    Ideas to improve this metric
    • Offer regular customer service training
    • Obtain user feedback and act on it
    • Enhance communication channels
    • Implement a user-friendly ticketing system
    • Provide regular updates to users
  • 5. Mean Time to Repair (MTTR)

    The average time taken to fully repair an IT issue after it is reported.

    What good looks like for this metric: 2 to 4 hours

    Ideas to improve this metric
    • Improve diagnostic procedures
    • Use automated repair tools
    • Maintain an updated inventory of spare parts
    • Enhance collaboration between IT teams
    • Conduct thorough post-incident reviews

Metrics for Small Team Design KPIs

  • 1. Design Completion Rate

    Percentage of design projects completed within the set timeline.

    What good looks like for this metric: 80-90%

    Ideas to improve this metric
    • Set clear deadlines
    • Prioritise tasks effectively
    • Allocate resources based on project demands
    • Conduct regular progress reviews
    • Eliminate unnecessary tasks
  • 2. Quality Assurance Score

    Average score of design quality based on stakeholder feedback.

    What good looks like for this metric: 8/10

    Ideas to improve this metric
    • Regularly solicit feedback
    • Implement design best practices
    • Encourage continuous learning
    • Use peer reviews
    • Incorporate client feedback effectively
  • 3. Client Satisfaction Rate

    Percentage of clients satisfied with the delivered designs.

    What good looks like for this metric: 85-95%

    Ideas to improve this metric
    • Maintain open communication with clients
    • Ensure designs align with client objectives
    • Address client concerns promptly
    • Deliver value beyond expectations
    • Cultivate strong client relationships
  • 4. Revision Rate

    Number of revisions required before final client approval.

    What good looks like for this metric: 1-2 revisions

    Ideas to improve this metric
    • Set clear design briefs
    • Confirm client requirements before starting
    • Communicate progress frequently
    • Validate design elements early
    • Analyse past revisions to avoid repeat mistakes
  • 5. Design Time Efficiency

    Average time spent on each design project.

    What good looks like for this metric: 40-60 hours per project

    Ideas to improve this metric
    • Utilise design templates
    • Automate repetitive tasks
    • Optimise team workflows
    • Conduct time audits
    • Invest in time-saving tools

Metrics for Assessing UX Designer Performance

  • 1. User Satisfaction Score

    Measures overall satisfaction of users with the design through surveys and feedback.

    What good looks like for this metric: Average score of 75%

    Ideas to improve this metric
    • Gather regular user feedback
    • Implement a user-centred design approach
    • Conduct usability testing
    • Iteratively refine designs based on user input
    • Ensure consistent design standards
  • 2. Task Success Rate

    Percentage of users able to complete tasks without issues in the design.

    What good looks like for this metric: 80% completion rate

    Ideas to improve this metric
    • Simplify navigation paths
    • Provide clear instructions
    • Ensure responsive design
    • Identify and fix usability issues
    • Use tools to track task completion
  • 3. Time on Task

    Average time users take to complete specific tasks using the design.

    What good looks like for this metric: Depends on task complexity

    Ideas to improve this metric
    • Analyse task flows for efficiency
    • Reduce unnecessary steps
    • Provide shortcuts for frequent actions
    • Test design with diverse user groups
    • Enhance layout clarity and intuitiveness
  • 4. Design Consistency Score

    Evaluates how consistently the design elements are applied across the interface.

    What good looks like for this metric: 90% consistency level

    Ideas to improve this metric
    • Establish design guidelines
    • Conduct regular design audits
    • Use style guides and templates
    • Train team on design standards
    • Promote a culture of consistency
  • 5. Feedback Implementation Rate

    Ratio of user feedback items successfully implemented into design improvements.

    What good looks like for this metric: 70% implementation rate

    Ideas to improve this metric
    • Track all user feedback
    • Prioritise feedback based on impact
    • Implement feedback in agile cycles
    • Engage users for feedback validation
    • Communicate feedback impacts to users

Metrics for Journal Performance Assessment

  • 1. Impact Factor

    Measures the average number of citations received in a year by articles published in the journal during the previous two years

    What good looks like for this metric: Typical values range from 0 to 10 depending on the field

    Ideas to improve this metric
    • Increase the quality and relevance of published articles
    • Encourage authors to cite published works in future papers
    • Collaborate with renowned researchers to publish high-impact papers
    • Promote journal content through academic conferences
    • Optimise search engine visibility of journal articles
  • 2. Citations Per Article

    Average number of citations received per article published in the journal

    What good looks like for this metric: Averages vary significantly by discipline, commonly above 5 for high-impact journals

    Ideas to improve this metric
    • Encourage authors to engage in citation networks
    • Promote open access to increase visibility and citability
    • Publish review articles that tend to accumulate more citations
    • Increase engagement with social media channels
    • Facilitate easy access and sharing of articles
  • 3. Submission to Publication Time

    Average time taken from the submission of a manuscript to its publication in the journal

    What good looks like for this metric: 3-6 months is typical for many journals

    Ideas to improve this metric
    • Streamline the peer-review process
    • Implement digital tools to manage manuscripts efficiently
    • Ensure clarity in submission guidelines to reduce revisions
    • Communicate regularly with authors and reviewers
    • Offer expedited review process options for a fee
  • 4. Acceptance Rate

    Percentage of submitted manuscripts accepted for publication

    What good looks like for this metric: Ranges from 5% to 25% depending on journal selectivity

    Ideas to improve this metric
    • Establish clear publication standards
    • Provide constructive feedback to authors for improvement
    • Ensure rigorous peer-review process
    • Maintain transparency in rejection criteria
    • Adjust submission requirements to attract high-quality manuscripts
  • 5. Journal Reach and Readership

    Measures the size and engagement level of the journal's audience, including geographic reach and reader demographics

    What good looks like for this metric: 2000 to 5000 monthly visitors for established journals

    Ideas to improve this metric
    • Enhance outreach efforts through academic networks
    • Develop partnerships with universities and research institutions
    • Utilise email newsletters to engage and grow subscriber base
    • Optimise journal content with SEO techniques
    • Leverage analytics to understand and target audience interests

Metrics for Internal Auditor Performance

  • 1. Audit Completion Rate

    The percentage of planned audits completed in a given period

    What good looks like for this metric: 90%-95% completion rate

    Ideas to improve this metric
    • Set clear priorities for audits
    • Allocate resources effectively
    • Enhance time management skills
    • Streamline audit processes
    • Regularly review audit plans
  • 2. Number of Findings per Audit

    Average number of findings identified during each audit

    What good looks like for this metric: 2-5 findings per audit

    Ideas to improve this metric
    • Improve risk assessment techniques
    • Incorporate data analytics in audits
    • Enhance auditor training programmes
    • Focus on high-risk areas
    • Use checklists to standardise audits
  • 3. Implementation Rate of Audit Recommendations

    Percentage of audit recommendations implemented within the agreed timelines

    What good looks like for this metric: 80% implementation within 90 days

    Ideas to improve this metric
    • Ensure recommendations are actionable
    • Engage with auditees to understand constraints
    • Follow up regularly on recommendations
    • Provide practical solutions
    • Prioritise high-impact recommendations
  • 4. External Audit Discrepancy

    Comparison between internal audit findings and external audit findings

    What good looks like for this metric: Less than 5% discrepancy

    Ideas to improve this metric
    • Align internal audit focus with external audits
    • Improve coordination with external auditors
    • Regularly update auditing standards
    • Review and improve audit documentation
    • Provide sufficient training to internal auditors
  • 5. Audit Cost Efficiency

    Cost of auditing per audit presented as a value component to business value

    What good looks like for this metric: $5,000-$10,000 per audit

    Ideas to improve this metric
    • Implement cost-saving technologies
    • Opt for risk-based audit planning
    • Streamline the audit process
    • Utilise a hybrid auditing team (internal and external)
    • Automate repetitive tasks where possible

Metrics for Device Usage Analysis

  • 1. Data Processing Throughput

    Measures the amount of data processed successfully within a given time frame, typically in gigabytes per second (GB/s)

    What good looks like for this metric: Varies by system but often >1 GB/s for high-performing systems

    Ideas to improve this metric
    • Increase hardware capabilities
    • Optimise software algorithms
    • Implement data compression techniques
    • Use parallel processing
    • Upgrade network infrastructure
  • 2. Latency

    Time taken from input to desired data processing action, measured in milliseconds (ms)

    What good looks like for this metric: <100 ms for high-performing systems

    Ideas to improve this metric
    • Enhance server response time
    • Minimise data travel distance
    • Optimise application code
    • Utilise content delivery networks
    • Implement load balancers
  • 3. Error Rate

    Percentage of errors during data processing compared to total operations, measured as a %

    What good looks like for this metric: <5% for acceptable performance

    Ideas to improve this metric
    • Implement error-handling codes
    • Train systems with more robust datasets
    • Regularly update software
    • Conduct thorough system testing
    • Improve data input validity checks
  • 4. Disk I/O Rate

    Measures read and write operations per second on storage devices, expressed in IOPS (input/output operations per second)

    What good looks like for this metric: >10,000 IOPS for SSDs, lower for HDDs

    Ideas to improve this metric
    • Upgrade to faster storage solutions
    • Redistribute data loads
    • Increase cache sizes
    • Use faster file systems
    • Optimise database queries
  • 5. Resource Utilisation

    Percentage of CPU, memory, and network bandwidth being used, expressed as a %

    What good looks like for this metric: 75-85% for efficient resource use

    Ideas to improve this metric
    • Perform regular system monitoring
    • Distribute workloads more evenly
    • Implement scalable cloud solutions
    • Prioritise critical processes
    • Utilise virtualisation

Metrics for Completing BBA Degree

  • 1. GPA

    The grade point average (GPA) measures academic performance by averaging the grades received in all courses

    What good looks like for this metric: A typical benchmark would be a GPA of 3.0 or above on a 4.0 scale

    Ideas to improve this metric
    • Create a study schedule
    • Join study groups
    • Seek feedback from professors
    • Utilise campus resources like tutoring
    • Stay organised with assignments
  • 2. Course Completion Rate

    The percentage of courses successfully completed out of those enrolled

    What good looks like for this metric: Aim to complete at least 90% of enrolled courses

    Ideas to improve this metric
    • Plan your course load effectively
    • Drop courses only if necessary
    • Use a planner to keep track of deadlines
    • Seek help early for difficult courses
    • Regularly review your academic plan
  • 3. Attendance Rate

    The percentage of classes attended compared to the total number required

    What good looks like for this metric: Maintain an attendance rate of 90% or higher

    Ideas to improve this metric
    • Set alarms to avoid missing classes
    • Prioritise class attendance
    • Schedule classes at convenient times
    • Inform instructors of unavoidable absences
    • Participate in class to stay engaged
  • 4. Skill Development

    The acquisition of key skills related to the BBA curriculum, including communication, teamwork, and analytical skills

    What good looks like for this metric: Significant improvement in communication and analytical skills over the course of study

    Ideas to improve this metric
    • Attend workshops and seminars
    • Engage in extracurricular activities
    • Take on internship opportunities
    • Request feedback on skills
    • Practise skills in real-world scenarios
  • 5. Extracurricular Involvement

    Participation in clubs, organisations, and activities outside of academic coursework

    What good looks like for this metric: Participate in at least two significant extracurricular activities

    Ideas to improve this metric
    • Join clubs related to business
    • Volunteer for leadership roles
    • Attend networking events
    • Balance activities with academics
    • Seek diverse involvement opportunities

Metrics for Performance of UX Designer

  • 1. Usability Test Success Rate

    The percentage of tasks successfully completed by users during usability testing

    What good looks like for this metric: 80-90% success rate

    Ideas to improve this metric
    • Conduct more user interviews
    • Improve task clarity
    • Ensure intuitive navigation
    • Simplify user interactions
    • Enhance feedback mechanisms
  • 2. Time on Task

    The average time a user takes to complete a specific task during testing

    What good looks like for this metric: 2-5 minutes per task

    Ideas to improve this metric
    • Streamline user flows
    • Minimize unnecessary steps
    • Use clear, concise instructions
    • Reduce input fields
    • Enhance system responsiveness
  • 3. Error Rate

    The average number of errors users encounter while performing tasks during testing

    What good looks like for this metric: Less than 5% error rate

    Ideas to improve this metric
    • Improve error messaging
    • Test for common user mistakes
    • Simplify complex interactions
    • Increase user guidance
    • Utilize clear affordances
  • 4. User Satisfaction Score

    Numerical rating given by users based on their satisfaction with the interface

    What good looks like for this metric: 7 or higher on a 10-point scale

    Ideas to improve this metric
    • Incorporate user feedback
    • Create an aesthetically pleasing design
    • Reduce cognitive load
    • Increase accessibility options
    • Ensure consistent design elements
  • 5. Prototype Iteration Count

    The number of iterations a prototype undergoes before reaching a final design

    What good looks like for this metric: 3-5 iterations

    Ideas to improve this metric
    • Gather diverse feedback early
    • Prioritise the most critical design issues
    • Utilise rapid prototyping tools
    • Test with varied user groups
    • Focus on one major change per iteration

Metrics for Showcase Team Performance

  • 1. Incident Response Time

    The average time taken by the team to respond to reported incidents

    What good looks like for this metric: Less than 30 minutes

    Ideas to improve this metric
    • Implement automated alert systems
    • Conduct regular training on incident management
    • Set clear response time goals
    • Prioritise incidents based on severity
    • Review and analyse past response times for improvement
  • 2. System Uptime

    The percentage of time systems are operational and available

    What good looks like for this metric: 99.9% or above

    Ideas to improve this metric
    • Conduct regular system maintenance
    • Implement redundancy solutions
    • Perform load testing to understand capacity
    • Monitor system health in real-time
    • Establish a disaster recovery plan
  • 3. User Satisfaction Score

    Survey score given by users based on their satisfaction with team support

    What good looks like for this metric: 8 out of 10 or higher

    Ideas to improve this metric
    • Regularly survey users to gather feedback
    • Implement a user-friendly ticketing system
    • Ensure timely updates to users
    • Provide training in customer service skills
    • Analyse feedback and address common issues
  • 4. Ticket Resolution Rate

    The percentage of tickets resolved within the agreed service level agreement (SLA)

    What good looks like for this metric: 95% or higher

    Ideas to improve this metric
    • Establish clear SLAs for ticket resolution
    • Use ticketing software to prioritise workload
    • Encourage team collaboration on complex issues
    • Track pending tickets and address bottlenecks
    • Hold regular reviews on ticket performance
  • 5. Change Success Rate

    The percentage of system changes that are successfully implemented without causing incidents

    What good looks like for this metric: 90% or higher

    Ideas to improve this metric
    • Establish a change management process
    • Conduct risk assessments before changes
    • Communicate changes to all stakeholders
    • Provide training on implementing changes
    • Review and learn from failed changes

Tracking your Performance metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

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Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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