It's important to work with the Customer Success Team (CST) to define metrics and checkpoints along the way. First, schedule a goal and benchmarking call with your CSM to:
Define usage goals
Establish benchmarking
Define phases and timeline
Define Usage Goals
During the goals and benchmarking call, we'll define the broad goals of regarding user adoption. Once the goals have been defined, we recommend you choose three metrics that you will use to define success (one from each recommended bucket or one you create yourself).
Total Usage Metrics | Percentage Usage Metrics | Satisfaction Metrics |
|---|---|---|
Monthly Submissions | Percentage of Population | Average Time to Close |
App Downloads | Percentage of Resident Services in SeeClickFix 311 CRM | Outstanding Issues |
Monthly Active Users | Percentage per Source | Net Promoter Score survey |
Benchmarking
During the goals and benchmarking call, we will establish benchmarks related to achieving your goals. We typically suggest that you monitor your core metrics weekly or monthly and assess the metrics with your CSM at least quarterly.
Define Phases and Timeline
Are you planning to roll out incrementally by department or request type? Are you planning to roll out internally prior to a public launch? It will be helpful to detail the process and timeline - and align the success metrics accordingly.
Metric | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
|---|---|---|---|---|
Metric 1 | Data Point | Data Point | Data Point | Data Point |
Metric 2 | Data Point | Data Point | Data Point | Data Point |