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What are Quality Metrics?

Quality Metrics are the measurement by which you can determine if you are meeting your goal of providing your users with an effective and pleasant experience. These metrics demonstrate what your values and priorities are and should be based on what is important to your user.

Why Use Quality Metrics?

"What's measured, improves" In your effort to provide a great user experience, you will implement changes to your product or service. The only way to determine if these changes are effective is by measuring the results. Quality metrics provide you with the platform to measure the results of your previous process with your improved process. After which you can determine if the changes moved you closer to your goal and what further improvements need to be made.

How to Create Quality Metrics

Quality Metrics should be established during the planning phase. Before you can improve a process, you have to outline what is “improvement”. This outline will serve as the basis from which you create your metrics. You can use your Feedback Loop to collect and analyze the information based on your metrics. It is important that you establish metrics based on the following guidelines:

• Your metrics should be quantifiable: You are looking for results such as “85% of clients are satisfied” rather than “most clients are satisfied”
• Your metrics should be actionable: Be sure to create metrics that can be acted upon such as customer satisfaction or ease of use.
• Your metrics should be trackable over time: Construct your metrics in such a way that you are able to determine if the quality is improving
• Your metrics should be maintained and updated regularly: Be sure to test your metrics on a consistent basis and to adjust them as your product or service changes.
• Your metrics should be tied to your goals: Make sure your metrics focus on what is important to your user and will drive the success of your product or service.

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