What are the best IT metrics to monitor for business outcomes and customer satisfaction?

1 IT Business Value Metrics

These are the metrics that show how your IT services and projects contribute to the business value creation and revenue generation. They can include metrics such as return on investment (ROI), net present value (NPV), total cost of ownership (TCO), and business process efficiency. By tracking these metrics, you can demonstrate the business benefits of your IT initiatives, justify your IT budget and resources, and optimize your IT spending and allocation.

2 IT Service Quality Metrics

These are the metrics that measure the quality and reliability of your IT services and their compliance with the service level agreements (SLAs) and customer requirements. They can include metrics such as availability, uptime, downtime, mean time to repair (MTTR), mean time between failures (MTBF), and incident resolution rate. By monitoring these metrics, you can ensure the continuity and stability of your IT services, identify and resolve issues quickly, and enhance your customer satisfaction and loyalty.

3 IT Customer Satisfaction Metrics

These are the metrics that capture the feedback and perception of your IT customers, both internal and external, regarding your IT services and projects. They can include metrics such as customer satisfaction score (CSAT), net promoter score (NPS), customer effort score (CES), and customer retention rate. By collecting these metrics, you can understand the needs and expectations of your IT customers, improve your IT service delivery and communication, and increase your customer advocacy and retention.

4 IT Innovation Metrics

These are the metrics that track the innovation and improvement of your IT services and projects in response to the changing business and customer demands. They can include metrics such as time to market, speed of delivery, agility, scalability, and adaptability. By measuring these metrics, you can evaluate the effectiveness and efficiency of your IT processes and methodologies, foster a culture of innovation and learning, and achieve competitive advantage and differentiation.

5 IT Risk Metrics

These are the metrics that assess the potential risks and threats that can affect your IT services and projects, such as security breaches, data loss, compliance violations, and operational failures. They can include metrics such as risk exposure, risk impact, risk likelihood, risk mitigation, and risk tolerance. By analyzing these metrics, you can identify and prioritize the critical risks, implement appropriate controls and safeguards, and minimize the negative consequences and costs.

6 IT Alignment Metrics

These are the metrics that show how well your IT services and projects align with the strategic goals and objectives of the business and the customer. They can include metrics such as strategic alignment, business-IT alignment, customer-IT alignment, and stakeholder alignment. By reporting these metrics, you can communicate the value proposition and contribution of your IT function, align your IT vision and mission with the business and customer needs, and build trust and collaboration.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?