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Responsiveness metrics and KPIs

What are Responsiveness metrics?

Finding the right Responsiveness metrics can be daunting, especially when you're busy working on your day-to-day tasks. This is why we've curated a list of examples for your inspiration.

Copy these examples into your preferred tool, or adopt Tability to ensure you remain accountable.

Find Responsiveness 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 Responsiveness metrics and KPIs

Metrics for Business Systems Support

  • 1. System Availability

    The percentage of time a system is up and running compared to the total scheduled operational time

    What good looks like for this metric: 99.9%

    Ideas to improve this metric
    • Implement regular system maintenance
    • Upgrade infrastructure regularly
    • Monitor systems continuously
    • Utilise redundant systems for backup
    • Train staff on quick troubleshooting

  • 2. Response Time

    The time it takes for support to respond to a reported issue

    What good looks like for this metric: Within 1 hour

    Ideas to improve this metric
    • Set up automated alert systems
    • Ensure adequate staffing during peak times
    • Establish clear response protocols
    • Provide ongoing training for support staff
    • Prioritise critical issues

  • 3. Resolution Time

    The average time taken to resolve system issues from the moment they are reported

    What good looks like for this metric: Within 4 hours

    Ideas to improve this metric
    • Streamline problem diagnosis processes
    • Maintain an effective escalation process
    • Document common issues with solutions
    • Conduct root cause analysis
    • Ensure effective communication with users

  • 4. User Satisfaction

    The degree to which users are satisfied with the system support delivered

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

    Ideas to improve this metric
    • Conduct regular user feedback surveys
    • Implement feedback into improvement plans
    • Provide personalised support
    • Enhance user training programmes
    • Improve communication with users

  • 5. Percentage of System Coverage

    The proportion of departmental systems that are under active support

    What good looks like for this metric: 95% coverage

    Ideas to improve this metric
    • Regularly update inventory of systems
    • Ensure all critical systems are covered
    • Conduct regular system audits
    • Increase cross-departmental coordination
    • Establish clear support policies
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Implement these metrics

Tracking your Responsiveness metrics

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

Setting good strategies is only the first challenge. The hard part is to avoid distractions and make sure that you commit to the plan. A simple weekly ritual will greatly increase the chances of success.

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

More metrics recently published

We have more examples to help you below.

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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