Appendix C: Metrics Matrix

DO NOT PUT GOALS ON ACTIVITIES!

2

X

X

KM tool

Trends

3

X

Trends

1

X

Manual

Trends

2

X

X

CRM and KM tools

Trends

3

X

Manual - Coaches assessment

 KCS Competency level

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)

1

X

X

CRM tool

Trends

Number of assisted support cases coming into the support center.

1

X

Web reports

Trends

Related to technical support issues

1

X

Web reports

Trends

1

X

Web reports

Trends

3

X

Web reports and CRM

Number

Link web session to incidents opened by individual

3

Survey or usability studies, web analytics

Number

Some use exceptions/session

3

X

Web reports

Trend

Health of community, trend compared to total potential population

3

X

Web reports

Trend

Health of community

3

X

Manual

Trend

Number of designated "valued players" in the community

Demand based view - Whole system health (customer experience)

3

CRM, Web, community

Trends

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

3

X

CRM and Web and community

%

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

Process - Support Center (assisted support)

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

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

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.

3

CRM

Avg. minutes

Indicator of effective problem solving.

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

4

X

X

CRM and financials

$

3-4

KM tool

Number

Articles created, Articles modified (citations for each)

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"

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)

4

X

Manual

Network map

Identifying Coach candidates and indicators of overall network health

2

X

Survey

Score, trend

Assess effectiveness of management/leadership

2

Score, trend

Assess effectiveness of management/leadership

2

Score, trend

Assess effectiveness of management/leadership

3

X

X

Manual

Score

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

3

X

X

Manual

Score

Input for Coaches

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

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?

3

X

CRM, KM, Web, Community

%

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

2

Index

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

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)

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....

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)

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

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)

3

Survey, web analytics

%

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

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

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.

2

web analytics

%

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

2

Survey

% satisfied

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

2

CRM, financial reports

#

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

3

X

%

Individual who nurtures community

3

X

Avg. minutes

3

X

X

Survey

Index

Level of trust

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

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?

3

X

Survey

Score

See "Net Promoter"

3

X

X

CRM tool

%

3

X

X

Survey

Score

Loyal employees contribute to loyal customers

3

X

Survey

Score

3

X

HR reports

%

3

X

web reports/surveys

Score

Online forums

3

X

Web analytics, click stream analysis

Avg min/days

4

X

Manual

Issues promoted Vs implemented

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

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)

2

X

Manual

weeks/months

Current compared to baseline.  New people

3

X

Manual

weeks/months

Current compared to baseline. New products

4

X

CRM+Web+community reports and product installed reports

Trend - exception rate per installed product per week

New product compared to mature product

4

X

Trend, install rate of new release/product

Customer confidence in support is one driver of time to adopt

3

X

3

X

Financial systems

%

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

3

X

$

Across all channels cost to resolve exceptions

2

X

$

Support center

3

X

$

Support center

1-3

X

$

Support center