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KPIs 101

KPI Expert Blogs

Timeless wisdom from the experts on KPIs & KPIs 101.
Stacey Barr

Why You Should Avoid Customer Satisfaction and Customer Complaints KPIs

Posted by Stacey Barr almost 6 years ago, 3 comments
They are the two most used measures for customer performance: customer satisfaction and customer complaints. But they aren't the most useful measures if you want to truly drive the success of your organisation or business.
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Is Measuring Performance a Keystone Habit?

Posted about 6 years ago, 1 comment
Some habits are so powerful, that by focusing on them alone you can start a ripple-effect of other good habits with very little effort. These are called keystone habits by Charles Duhigg, author of "The Power of Habit". There's some suggestion that measuring performance is one of these keystone habits.
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The Single Best Thing You Must Do To Find Useful KPIs

Posted about 6 years ago, 5 comments
Weasel words are words that have no specific and obvious and singular meaning. They bring no clear images to mind of what is meant. Words like: effective, sustainable, harnessed, connectedness and leveraged. Weasel words have a stupifying effect on people's understanding of goals that are written with them, as well as rendering those goals immeasurable.
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A Fun KPI Buy-in Boosting Experiment

Posted about 6 years ago, 2 comments
People agree they should measure performance. But they just don't get around to doing it. They say they don't have time, don't have money, don't have support, have too much else to do. If things are going to change, we need a different approach to engaging people to measure what matters.
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Dan Kane

What makes for a compelling metrics story?

Posted by Dan Kane about 6 years ago, 0 comments
In my first article Do your metrics tell a story? I discussed the “traditional” approach to reporting metrics, and why that approach is ineffective at driving action or decisions. Personal observations are far more effective. Personal observations appearing to conflict with the data presented can actually strengthen opposition to whatever decision or action the data suggests. Presenting data as part of a story reboots the way we receive data. Done well, it creates an experience very similar to personal observation. So how can we do this well? What makes a compelling metrics story?
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Do Your Metrics Tell a Story?

Posted about 6 years ago, 1 comment
Why should I pay attention to, act on, or react to, your metrics if there is no compelling reason for me to do so? We have to give our audience a reason to care. We want the audience of ITSM metrics to do something as a result of the metrics. The metrics should tell a story that is compelling to your intended audience.
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