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Metrics That Matter

by Candi Harrison. Governing People, September 29, 2010. "In my Web Manager University course, 'Delivering Great Customer Service – Essentials for Government Web Managers,' I do a section on 'metrics that matter.' I often start by asking folks if they collect performance data. Heads nod. Then I ask them what they do with it - how they use it. Most use stats to track page use, unique visitors. But if I ask them how they measure customer service...well, I usually get blank looks... The truth is that many web teams haven't identified specific customer service and mission completion objectives to measure. What to do? Step back. Pick just a few really important things to measure, pick just a few really good measures, and follow through. Use those metrics that matter..."

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Added: 30 September 2010 Page views: 858 Rating: 0 Votes: 0
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Last updated: 30 September 2010