Some Change Success Metrics
Compare and contrast adoption and usage metrics (includes some questions to determine the effectiveness of change)
|
Speed of adoption (how quickly?) |
Ultimate utilisation (how many?) |
Proficiency (how well?) |
|
|---|---|---|---|
| Plain language questions | How quickly do you expect people to be up and running on the new systems, processes and jobs? | How many people, as a percentage of the total impact of population, do you expect to adopt and use the change in performing their jobs? | How well do you expect people to perform compared to levels expected in the design of the change? |
| What does it measure? | Rate at which people begin to work with the change | Percentage of the total number of people using the change | Effectiveness in using the change |
| Example measures |
i) Adoption rate (percentage of total users per time period) ii) Number of adopters per period (new users that time period) iii) Growth rate (percentage increase in new users) |
i) Retention rate (percentage of users retained) ii) Active users (daily or monthly active users) iii) Usage frequency (daily, weekly, monthly, etc) |
i) Quality (accuracy, error rate, defects, complaints, etc) ii) Productivity/cost (output cycle time, savings, safety, etc) iii) Satisfaction/engagement (experience, loyalty, retention, turnover, etc) |
(source: CMI, 2025)
Select a few vital metrics
