KM Industry Standard Metrics

KnowledgeisKey
Mega Contributor

‎03-09-2022 12:28 PM

Does any have any industry metric sources they can share? I'm having the hardest time finding industry standard metrics that we can compare our progress to... (i.e. Average attach rate, feedback rating, time to publish).

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Kim27
Tera Guru

‎03-09-2022 12:53 PM

With no KM program being "one-size-fits-all" I think you find the same about metrics. Aside from the basics, your KM program metrics are going to differ based on they type of audience you serve.

For example, in a support desk, you might measure average speed to answer and first contact resolution as your knowledge base matures. If you are in a professional services organization, your measures might be start up time for a new engagement, for other areas, it may be measuring customer satisfaction, self-service loyalty, or search with no results. 

You may find APQC helpful. Their assessment tool will help you see where you rate against others. You can take the assessment here: https://www.apqc.org/node/437097

Also see their KM Measurement resources. Many are available by creating an account on APQC. https://www.apqc.org/resource-library?f[0]=topics:247

https://www.apqc.org/blog/why-and-how-measure-your-knowledge-management-programs-performance

Here are some additional metric resources:

  • https://www.knoco.com/knowledge-management-metrication.htm
  • https://stangarfield.medium.com/km-metrics-and-reporting-process-d677ad96887b
  • https://www.kmworld.com/Articles/Editorial/Features/Best-Practices-for-KM-Metrics-(Video)-135347.aspx

Good luck!

Maura
Tera Expert

‎03-09-2022 03:29 PM

I'd agree with all that Kim said and add the KCS metrics:

https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/070

PAWAN K
Tera Contributor

‎03-09-2022 07:14 PM

Here, I'd like to suggest some important TSIA results that we had used. You may please like to start with your maturity assessment first.

KM Maturity Model
https://www.tsia.com/App/UI/Viewfile.aspx?id=19704

State of KM 2021
https://www.tsia.com/App/UI/Viewfile.aspx?id=20963

Support Services Metrics that matter
https://www.tsia.com/App/UI/Viewfile.aspx?id=10207