- According to a Forrester Research study at surveyed US information workers in 2009, 65% use the intranet at least monthly – 43% access the intranet daily
- By 1997, Intranets can be found in 59% of the US and 38% of European countries
- At IBM, 52% of employees are more satisfied because of information obtained on their intranet.
How do you measure your intranet success? How do you measure employee engagement, collaboration, and communication in numbers?
Creating intranet metrics is not as easy as in CRM software, where all you have to do is “sell one more,” and the software will pay for itself.
Intranet is complex as it affects many areas of a business and used for various purposes. So trying to know how to measure success will definitely feel like trying to put a nail through an iron.
But the good news is that it’s not that difficult: as long as you have an intranet strategy – aligned with your business goals and designed to achieve business outcomes –, creating and implementing KPIs becomes an easy task.
Few Terminologies You Need to Know
Benchmarking is comparing one’s business processes and performance metrics to industry standard.
Baselining: a method of analyzing the performance of a Intranet or a Digital workspace where current performance level is measured to a historical metric (or “baseline”).
KPIs (or Key Performance Indicators): tools – either numeric (“boost sales by 25 %”) or qualitative (“improve customer satisfaction”) – that allow companies to evaluate the impact of a particular activity or a project.
In both cases, metrics provide crystal clear and reachable goals for a project or an activity, and criteria for its success.
Now that you know the basics, let’s discuss the best intranet benchmarking metrics process.
The Measurement Process
Step #1: Create Your Strategy
If you don’t have it by now, do not feel a shame to create a new one.
As mentioned earlier, everything begins with a “killer” strategy.
Many companies have an idea of what their intranet has to accomplish, but they haven’t laid it out on the paper yet!
So, go back to the board room and create a new strategy now.
Step #2: Define KPIs
Once you have your Intranet strategy ready, next, define success.
For this, hold a group discussion with other intranet stakeholders by asking “What success will look like?”
Discuss this thing together so that everyone will be on the same page.
Later, if you need to review your KPIs, rather than asking “if this is the right metric?” you’ll be debating what to do about the metric.
There are five different types of success evidence:
|Success Evidence Type||Examples|
Now that have defined success, take all your evidences and think of ways to measure it.
For this, make a list of all metrics you can come up with.
Later, you can select the ones you want to measure. Here are few examples you can use, which are based on success evidence we defined earlier.
|Success Evidence Examples||Metric Examples|
|Travel expenses reduced for internal meetings||
|Employees are making fewer errors while doing routine tasks
|Staffs express their satisfaction using the new intranet
|Time reduced to submit expenses||
|Customers are happy with the information they receive (information are accurate and consistent)||
Next, refine your list for:
- The relevancy of your list (will it really help measure your business goals?),
- The feasibility (do you have the tools to regularly measure it?),
- And the action-ability (can you use these data to improve your decision making?).
Here are few tips for selecting great KPIs:
- Think SMART: Great KPIS are Specific, Measurable, Achievable, Relevant, and Time-limited.
- For better comparisons, use percentages, rates, averages, and ratios.
- Focus on metrics that are absolutely necessary to your mission. Which metrics will you take in a deserted island? Make the list short, with only most critical metrics on it,
Step #3: Implementing KPIs
- To get invaluable data from the start, start implementing your KPIs immediately, even before the launch of your Intranet.
- Also, get as much information as you can from the old / current system before abandoning using it forever.
- Before going live, test your measurement process.
Other KPIs, though they may measure the intranet, may also affect the outcomes in different systems. For example, they could be customer satisfaction surveys, quality reports, timesheet systems, and employee surveys, etc.
Step #4: Measuring Baseline Data and Setting Targets for KPIs
The first thing you need to measure is your baseline data. There are three ways you can go about doing this:
- Baseline from Launch: You can take your baseline data from the first month of your new intranet system or the last month of your old intranet. However, the following methods (below) are more preferred and accurate.
- Baseline from historical average: Go back 12 weeks, gather all your data, and take their average. Because you’re taking data from longer period of time, the data you collect will be more accurate.
- Baseline from the same period of the last year: This is the best method to get accurate data and avoid confusions, but will require a lot more data.
Now that you have your baseline data, it is time to set targets for your KPIs.
Finally, summarize all your KIPs and targets into a dashboard.
Use simple dashboards to display your data and targets so that readers can easily see if targets are being met over time. Include notes on actions, steps, key insights, and KPI definitions.