6 ways to measure the success of your intranet

We talk a lot about user adoption and everybody agrees that it’s key to the succes of an intranet. But how do you evaluate user experience and measure user adoption? In this post I’m sharing 6 KPI’s you can use to get measurable results and prove the ROI of your efforts. Are you planning on renewing or optimizing your intranet? Then these are the KPI’s you’ll want to track.

Logins and time spent

Let’s start off with the things that can easily be measured. Track how many users log in, how frequently they do it, when they do it and how long they stay connected on the intranet and mobile app if there is one. This KPI provides great insights in how engaged users are with your intranet.

This KPI can be tracked through built-in analytics features within your system, or by integrating an external tool such as Google Analytics.

Some example KPI measurements:

  • 60% of users open the intranet before 9am
  • 89% of users log in daily
  • 55% of users stay connected for over 4 hours

Engagement

Seeing lots of user log into your intranet daily is great. But it’s worth nothing if they don’t engage with the content. Your intranet should be an internal communication starter. That’s why you’ll want to track the numbers of clicks on links and social interaction such as likes, comments and tags. The amount of content that’s being created and edited is also a great metric for measuring engagement.

Some sample KPI measurements:

  • X new documents are being created daily
  • X users have created content
  • The CTR on news articles has increased to 22%

Reach

Modern intranets enable employees to access information, whenever and wherever they need to. If you’ve got lots of remote workers it’s interesting to know if they too find their way to the intranet.

This KPI can be tracked through built-in analytics features within your system, or by integrating an external tool such as Google Analytics. Measure your total reach by dividing the number of unique visitors in a specific time period by your total number of employees. Measure the average number of visits per user by dividing the total number of visits by the number of unique visits.

Some sample KPI measurements:

  • In february, 93% of all users visited the intranet
  • In february, there was an average of 349 visits per employee
  • 75% of users use the mobile app when they are out of the office

User satisfaction

User experience and user adoption go hand in hand. True, user experience and satisfaction are quite subjective but yet they can be translated into hard facts. Basic employee satisfaction surveys can give you valuable insights on intranet content, UI, design, search, tools and overall efficiency.

Some sample KPI measurements:

  • 2 out of 3 users report that search results are not always accurate
  • 4 out of 5 users say the new menu is easier to navigate
  • Overall satisfaction about the intranet increased by 23% after creating the new workflows

Costs

There are plenty of ways an intranet can help you reduce costs. Cut down on travel- and phone expenses by integrating chat- and video conferencing. Reduce printing costs by digitizing documents. Decrease the cost of innovation by integrating an ideation process. Or even reduce employee turnover cost by making their voices heard so they don’t lose their job satisfaction and move on.

Some sample KPI measurements:

  • Printing costs have decreased by 10%
  • € saved by cutting X hours from internal meetings
  • Travel expenses reduced by 15%
  • Turnover rates decreased by 8% after intranet implementation

Time

Increase productivity by facilitating the day-to-day work and integrating your other business tools with the intranet. Save time by digitizing approval flows. Speed up the onboarding process. Cut down on travel time. Stop losing time searching for information or expertise. Reduce time spent on checking emails. Releive the pressure off your IT Support team by integrating a self-service approach, giving them time to work on what really matters…

There are plenty cases in which an intranet helps you save time. Prioritize them and see how you can make these measurable.

Some sample KPI measurements:

  • Calls to the IT department reduced by 16%
  • Monthly hours spent on submitting and approving expense forms decreased by 19%
  • Time spent on onboarding new users decreased by 13%
  • Time spent on emails decreased by 9% (Tip: check Myanalytics In Outlook)

Are you planning on renewing or optimizing your intranet? These 6 KPI’s will give you some hard facts to prove your intranet performance.

Tip: Do the first measurement now. This will give you the baseline KPI’s to compare against once you’ve finished optimizing or renewing your intranet.
Tim

Tim Bogemans

Tim is Collaboration Expert at Involv/Cognit. He builds leading solutions to help people collaborate easier, faster and happier. Connect on LinkedIn.

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