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Appendix C: Metrics Matrix

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Metrics Matrix—the Whole Enchilada

NOTE: We are not recommending organizations use all of these; this is a list of possible measures and some of their attributes.

The comprehensive metrics matrix below provides a snapshot of everything we have learned to date about measures. This is a work in progress. For the latest version of the spreadsheet (in xls format), please visit the KCS Resources page on the KCS Academy website.

 

Adptn Phase

Audience

Data Sources

View

Use/Comments

Team

Individ

Activity (leading indicators)

 

DO NOT PUT GOALS ON ACTIVITIES!

 

Assisted (support center)

           
 

Article create/modify

2

X

X

KM tool

Trends

 
 

Reuse of others Articles

3

 

X

 

Trends

 
 

Competency levels

1

X

 

Manual

Trends

 
 

Participation

2

X

X

CRM and KM tools

Trends

 
 

Workflow alignment monitoring

3

 

X

Manual - Coaches assessment

 

 KCS Competency level

 

Currency trends (obsolete, modify)

3

X

 

KM tool or data mining tool

Patterns

Use a data mining tool that will identify patterns in the KB based on the content not based on predefined buckets (manual classification is marginally useful)

 

Incidents closed

1

X

X

CRM tool

Trends

Number of assisted support cases coming into the support center.

 

Web

           
 

Sessions/sign ons

1

X

 

Web reports

Trends

Related to technical support issues

 

Searches/queries

1

X

 

Web reports

Trends

 
 

Page hits/views

1

X

 

Web reports

Trends

 
 

Incidents opened within 24 hours of web session

3

X

 

Web reports and CRM

Number

Link web session to incidents opened by individual

 

Avg # of page views/exception

3

   

Survey or usability studies, web analytics

Number

Some use exceptions/session

 

Community

           
 

Sessions/sign ons/visits

3

X

 

Web reports

Trend

Health of community, trend compared to total potential population

 

Posts

3

X

 

Web reports

Trend

Health of community

 

Valued players

3

 

X

Manual

Trend

Number of designated "valued players" in the community

Outcomes (lagging indicators)

           
 

Demand based view - Whole system health (customer experience)

     
 

Total support demand

3

   

CRM, Web, community

Trends

Support contribution to customer success.  Customer experience - An approximation of the total customer demand for support

 

Demand satisfaction by channel

3

X

 

CRM and Web and community

%

Optimize the overall system - % of total demand satisfied through each channel.

 

Process - Support Center (assisted support)

         
 

Time to resolve/relief

2-3

X

X

CRM tool

 

Not time to close, relief is the point at which the customer is offered an answer, fix or work-a-round

 

Known Vs new

3

X

 

CRM and/or KM

%

Helps you to understand the maturity level of KCS and web delivery in your organization.   Ideal = 85% new; which means most known are being solved on web or in the community

 

Time to relief - known

3

   

CRM

Avg. minutes

An indicator to improve the effectiveness of the KB.  The faster staff are able to find content in the KB, the faster they can provide relief to a customer.

 

Time to relief - new

3

   

CRM

Avg. minutes

Indicator of effective problem solving.

 

First technical contact resolution

3

X

X

CRM tool

%

These measures are impacted by a successful self-service model, as self-service becomes more effective First contact resolution will decline and cost/incident will go up - this is a good thing as total support costs should be going down

 

Cost/Incident (and/or exception)

4

X

X

CRM and financials

$

 

Citations (Reuse by others)

3-4

   

KM tool

Number

Articles created, Articles modified (citations for each)

 

Time to publish

2-3

X

 

CRM and KM tools

Avg minutes

Helps assess the flow of content to self-service by measuring the average minutes to get articles visible through self-service. Typically measured from time stamp of  "relief given" to the time stamp for when the article was "published"

 

Collaboration (assisted support)

           
 

Team health

4

X

 

Survey

% satisfied

Used to identify areas for improvement.  Trust, conflict resolution, commitment, accountability, focus on results (see the Consortium's collaboration health survey)

 

Organizational network Analysis

4

X

 

Manual

Network map

Identifying Coach candidates and indicators of overall network health

 

Communications and Alignment

           
 

Employee understanding

2

 

X

Survey

Score, trend

Assess effectiveness of management/leadership

 

Employee buy-in

2

     

Score, trend

Assess effectiveness of management/leadership

 

Communications effectiveness

2

     

Score, trend

Assess effectiveness of management/leadership

 

Article Quality

           
 

Quality index (finished Articles)

3

X

X

Manual

Score

Goal set, those below quality goal risk losing their KCS license

 

Framing quality index

3

X

X

Manual

Score

Input for Coaches

 

Article life cycle

1

X

 

KM tool

Pattern over time

Monthly snap shot of article States, over time will show if articles are moving through the life cycle

 

Customer success with self-help

3

X

X

Web and manual

%

Can be measured "explicitly" by using a survey, but can also be a derived metric based on user click paths.  Did they log a case after their self-help session within a defined period of time?

 

Diversity of source; internal, external

3

X

 

CRM, KM, Web, Community

%

Indicator of health of the whole system.  % of total KB content from each source

 

Value of content (Articles)

2

     

Index

Two views the value of the collection of content and the value of specific pieces of content

 

The value of the KB

4

X

 

CRM, Web

$$

Self-service success on issues customers would have opened an incident about had they not found something helpful (some times called case avoidance, call deflection; both of which are terrible terms)

 

Value of a Article - internal use

3

X

 

CRM, Web

Score

Assesses the value of specific content.  To calculate, assign points to an Article for activities that imply value. For example, when it is linked (solves) an incident - weighting may be applied based on severity, impact or importance - it can get complicated quickly....

 

Value of a Article - Web use

3

     

Score

Assesses the value of specific content.  Example, assign points to a Article when it is the last Article viewed in a success self-service experience (see click stream analysis - success)

 

Customer sat w/KB use Vs without KB use

4

X

 

Survey and CRM/KB

 

Incident based cust. Sat. - compare satisfaction when a Article was used to solve the incident to satisfaction when a Article was not used

 

Self-Service Success

           
 

Customer use of web first

3

   

Survey, web analytics

%

% of customers who went to the web site first, before contacting assisted support.  Measured through a survey (usually pop-up, sampling)

 

Customer success on the web

3

   

Survey, web analytics

%

% of customers who went to the web site and solved their problem.  Measured through a survey (usually pop-up, sampling)

 

Customer visit w/o incident opened

3

     

%

Customer visit/session and no incident opened in X amount of time (examples of X range from 8 hours to 7 days).  Variation on this is to assign points to all Articles viewed in a session when no incident was open within X amount of time

 

Value of web  

           
 

Triangulation method

         

Assesses the value of the web.  There is no one measure we can use to assess the value of the web - we have to look at the web from three different perspectives to get a true representation.

 

1. Click stream analysis

2

   

web analytics

%

First side of the triangle - Where traffic is going - to & from.  % of users that are successful vs. unsuccessful

 

2. Customer experience

2

   

Survey

% satisfied

Second side of the triangle - What customers are saying about you

 

3. Case/incident volume

2

   

CRM, financial reports

#

Third side of the triangle - Incident volume - Case rate normalized; to total revenue or # of licenses or # of customers

 

Community Success

           
 

%posts with community response

3

 

X

 

%

Individual who nurtures community

 

Time to response

3

 

X

 

Avg. minutes

 
 

Health of community

3

X

X

Survey

Index

Level of trust

 

Reach

4

X

 

Network analysis

Index; size and diversity

Assess the effectiveness of the community.  Two dynamics of Reach - 1. how big is the audience involved in the network, 2. diversity of the players in the network

 

Relevance

4

   

Network analysis, survey

Index

Assess the health of the community.  How often do people find content or people that are relevant to what they are looking for?

 

Loyalty

           
 

Customer loyalty

3

X

 

Survey

Score

See "Net Promoter"

 

Renewals

3

X

X

CRM tool

%

 
 

Employee loyalty

3

X

X

Survey

Score

Loyal employees contribute to loyal customers

 

Collaboration/team health

3

X

 

Survey

Score

 
 

Employee turnover rate

3

X

 

HR reports

%

 
 

Community health

3

X

 

web reports/surveys

Score

Online forums

 

Organizational Learning

           
 

Time to fill knowledge gaps on the web

3

X

 

Web analytics, click stream analysis

Avg min/days

 
 

% of issues promoted by support implemented by Development

4

X

 

Manual

Issues promoted Vs implemented

Indicator of health of relationship with Prod Mgmt and Dev/Engineering

 

Time to cure (time from id to removal of problem)*

4

X

 

CRM, KM and release dates

 

Support's ability to work with product management and development/engineering to improve products based on customer experience (includes documentation)

 

Time to proficiency - new Analysts

2

X

 

Manual

weeks/months

Current compared to baseline.  New people

 

Time to proficiency - experienced Analysts, new products/technologies

3

X

 

Manual

weeks/months

Current compared to baseline. New products

 

Time to equilibrium* (new release)

4

X

 

CRM+Web+community reports and product installed reports

Trend - exception rate per installed product per week

New product compared to mature product

 

 Time to adopt/install

4

X

   

Trend, install rate of new release/product

Customer confidence in support is one driver of time to adopt

 

Financial

           
 

Total support costs as a % of total company revenue

3

X

       
 

Support margins (contract rev)

3

X

 

Financial systems

%

Support costs as a % of revenue (or install base, or product shipped)

 

Cost/exception

3

X

   

$

Across all channels cost to resolve exceptions

 

Cost/incident (assisted)

2

X

   

$

Support center

 

Cost/incident - known (assisted)

3

X

   

$

Support center

 

Cost/incident - new (assisted)

1-3

X

   

$

Support center

 

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Last modified
08:42, 9 Sep 2016

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