What Metrics Do We Use to Measure the Success of Our IT Services?

From satisfaction to quality, measuring is vital to ensure effectiveness. What metrics do we use to measure the success of our IT services?

IT services like Managed Services, User Experience Design and Product Development have become an integral part of businesses of all sizes.

As a UX-driven Product Development company, we must have a deep understanding of our performance to ensure that we deliver maximum value to our partners.

However, with endless possibilities to track it, it can be hard to establish which Key Performance Indicators (KPIs) are a must and which are nice to have.?

That's why we'll delve into the metrics our business leaders should use to measure the success of IT services. Let's dive in!

4 Metrics for Measuring IT Success

1. Satisfaction

Measuring customer satisfaction can help better understand users' needs and lead to building stronger, lasting relationships.

Customer success metrics, such as Customer Effort Score (CES), Customer Lifetime Value (CLV), Customer Churn Rate (CCR) and Customer Satisfaction Score, are vital!

By actively seeking feedback and addressing concerns, we show our commitment to positive Customer Experiences (CX) and show users the value we place in their opinion.

In fact, statistics show that around 92% of customers trust recommendations when they come from people they know.?

With that in mind, satisfaction is key to fostering customer loyalty while also iterating areas where we may be falling short with valuable insight from satisfied users' data.

By considering customer satisfaction, we can refine processes and enhance quality while ensuring that our business goals align with clients' requirements.

2. Iteration

Modern Project Management approaches, like Agile Methodology, help us divide long, complex projects into more manageable blocks.?

What's more, business strategies with this mindset enable PMs and teams to shift priorities, accelerate software delivery and increase productivity.??

When starting a new project, we establish how many sprints it will take and what the goals, time constraints and budget of each are.

It's critical to rely on powerful tools like Jira to monitor issue resolution times and backlog health, ensuring transparency and timely delivery.

Measuring our current performance has a critical role in understanding aspects like team velocity and sprint burndown and adapting to deliver successful projects.

3. Quality

For us. a cornerstone of ensuring successful products and services is product quality.

A successful product should be designed to meet the needs of its target audience. Here's where our business value kicks in!?

Since our founders have a strong background as designers, we approach Product Development with a solid design perspective.

As a result, we can guarantee our products are not only top-notch in aesthetics but also highly functional and intuitive.

We also work under the International Standardization Organization (ISO) 9001 to establish the standards for Quality Management Systems.

ISO 9001 fosters partner satisfaction through continuous improvement of our processes, contributing to informed decisions, high-quality deliverables and product success.

?4. Pride

Delivering a product we feel proud of is paramount as it fuels passion and dedication, driving us to go the extra mile.?

Believing in our work enables us to be more invested in its success, creating a sense of ownership, which leads to an exceptional final product.?

When we strive to create something we're truly proud of, we set higher standards for ourselves and our team.?

This commitment to quality ultimately benefits our partners and their products' final users while contributing to the overall success of our business operations.

Conclusion

As a UX-driven, full-cycle Product Development agency, we believe in the crucial role these key metrics play in the success of our business services.

These data-driven decisions allow us to continually improve, deliver exceptional value to our clients and ultimately achieve long-term success together.

Written by Alexander Jiménez, Content Manager @ Capicua.