Processes and Productivity 8 key intranet metrics you should be tracking An intranet is an ongoing commitment that requires constant monitoring, adjusting, and measuring. Here are eight metrics to track to ensure the success of your solution beyond launch day. 9 minute read Table of contents You might also like… Whitepaper Intranet use cases Whitepaper Award-winning intranets Measurable data—whether you are an internal communicator or a CEO—is a powerful force. Having this information readily available helps you make smart decisions, implement quick changes, and uncover extraordinary insights. The challenge isn’t just collecting data, it’s collecting the right data—and deciphering that data. Many organizations fail at measuring the success of their intranet because certain statistics aren’t available, the data is misleading, or insignificant things are measured. Intranet metrics are defined as the quantifiable variables used to monitor, record, and measure the progress and performance of your intranet. Defining the right intranet metrics makes it easy to determine and measure success in your hybrid workplace. It also makes it so much easier to calculate a return on investment (ROI), which will inevitably please your leadership, and make you a star. First, let’s talk segmentation But before we get into the actual intranet metrics, it’s useful first to understand the importance of segmentation. Segmentation is the process of dividing your intranet users into broad groupings based on shared characteristics (e.g. by department, location, or role). It allows you to understand what’s happening on your intranet and to identify key pockets of usage. Ideally, segments can map back to groups in your intranet software, so the membership of the segments can be automatically managed. If you are just starting out, we recommend keeping the number of segments small (5 to 7) and you can tweak from there. When looking at segmented key performance indicators (KPIs), it’s critical to look at the outliers, both positive and negative. For example, if marketing has a much higher reach than normal, try to find out why. Similarly, if a department is showing a much lower reach, try sharing success stories from other departments to inspire them on how to get the most from the intranet. OK, now that you understand segmentation, it’s time to determine your intranet metrics. Below is a list of all the key intranet metrics you should be measuring, why they’re important, and how to measure them. What are the secrets to high performing intranets? Get inspired and watch your intranet metrics grow. Download now 8 key intranet metrics to measure in your intranet analytics 1. Reach Reach refers to the number of users that are using your intranet for a specified period of time. This could refer to employees visiting your intranet, or viewing a specific document on your intranet. Reach could be measured per day, month, or year. Reach is important to track because it tells you the percentage of employees that are actually visiting your intranet. It is especially important when you first launch your intranet, as it will provide a great baseline to start with. There are a few different ways you can determine the reach of your intranet: If you have multiple office locations, look closely at the visit percentages, or the visit numbers per location. Do some locations need more training or encouragement? Look at the visits and engagement rates per business division or department. Are some teams adopting the intranet faster than others? If so, why? Look at the number of unique views for important content like employee announcements, critical documents, or CEO messages. Are your employees reading what you want them to read? Most intranet solutions come with an intranet statistics package that will allow you to create a dashboard. With ThoughtFarmer Analytics, as soon as your users begin engaging with the platform it will record reach metrics. You can measure views vs users, as well as how many employees have read a particular post. You can also segment by location and department. 2. Top users Top users are employees who use your intranet considerably more than others. This could include designated super users (chosen advocates who act as your intranet ambassadors) or employees who organically use your intranet on a frequent basis. Knowing who your engaged users are is useful when trying to understand engagement at a deeper level. This group can provide tangible feedback into what they like, what they don’t like, and what they may like to see changed. It’s worth leveraging these users to help train new users who may have questions or concerns. Identifying your top users is usually quite simple. They often top the list of employees who frequently comment, create, and edit content. The Users report within ThoughtFarmer Analytics can easily tell you which users are the most active on your intranet. Depending on how your intranet is used, you may find that Visits and Views are the best determinants of active users. Alternatively, content Creates and Edits may be the best indications of active users for your intranet. 3. Usage Usage refers to specific intranet metrics such as views, visits, bounce rate, average time on site, etc. This section refers to your general usage metrics. It’s sort of like the Google Analytics of intranet metrics. This can potentially provide a lot of insight into your users and your content – plus, for intranet analytics enthusiasts, it can be fun! To track usage metrics, look at things like top users, top commenters, top searches, top viewers, and top editors. You will also want to search for top keywords to understand what content your employees may be searching for. Once you have identified these groups, segment them in a way that makes sense to your organization; for example, by role, team, or location. 4. Content engagement Your content’s popularity isn’t just determined by visits, but also by engagement, which includes such insights as shares, likes, and comments. Tracking these numbers can show the impact of a specific content piece. Tracking engagement of a post helps you learn which content has had the biggest impact and helps you plan future content pieces. To measure this, look closely at critical pieces of content (staff announcements, important pages, or shout-outs) and measure things like views, likes, comments, follows, subscribes, and even shares. Tacking content engagement is a powerful way to measure visitor interactions other than page views. 5. Productivity Intranets are intended to improve productivity and solve communication-related challenges, so why not measure it? Productivity refers to how much time employees save.This could be a marked reduction in email or time to complete a task or find information/documents. Calculating productivity can also help determine potential savings and an ROI. Employee surveys are a great way to discover improvements in productivity. Listen closely to staff for improvements and suggestions, and then make necessary adjustments so your intranet is even more helpful. If possible, you should also measure your email traffic, and examine whether or not it reduces after the launch of your intranet. 6. Community metrics Community and team metrics refer to groups, the number of groups, and/or the number of contributions from these groups. Your groups and teams are a significant part of an intranet and there are many metrics within the group worth measuring. Tracking this will provide healthy insights into how various groups and teams engage with your intranet. This is especially useful if you have remote offices as it can help determine which communities are more engaged than others. Many of the intranet metrics listed above (reach, usage, and top users) relate to community metrics. The next step is segmenting them, and examining how these specific groups are doing. Are some teams outperforming others? If so, what might the reason be? 7. Cost savings A well-implemented intranet should result in cost savings. You might be wondering where to start with this, but there are many ways to measure the potential cost savings. This could be things like a reduction in travel, or employee turnover. Or, it could simply be the elimination of other collaboration tools or applications that you no longer need. Start by identifying any tasks and processes that you have moved to your intranet. Did this result in cost savings for other tools or software you may have previously used? Also, try calculating the amount of time your employees are saving by quickly locating content and expertise on your intranet. 8. Organizational objectives Sometimes it’s important to see the forest through the trees, and if you are looking too closely at small metrics, you might miss out on the intranet metrics that reveal the bigger picture. The best metrics measure business outcomes, so it is worth measuring tangible KPIs like employee engagement. Your organizational metrics are individual to your organization. Define some key KPIs and identify the metrics needed to reach that target. From there, you can summarize your KPIs and targets into a dashboard to easily see if targets are reached. Include notes on key insights, actions, and steps being taken, as well as KPI definitions. Your intranet must measure what’s important to your organization – but don’t expect this to stay the same. Like your business, your intranet needs will grow and evolve. In the beginning, your focus might be about engagement and adoption. A few years later it might be around content and the quality of posts. Within ThoughtFarmer Analytics you can actually set specific goals that help identify and track business objectives. Goals can be created through the admin panel by defining goal name, goal type, and goal pattern. Goal name describes your business objective (e.g. sign up, view product demo). Goal type and pattern together define how the goals can be converted (matching a URL, downloads a specific file, clicks on an external link). Some common goal examples include: newsletter subscriptions, content download counts, product demo requests, and the number of profiles created or edited. As you can see, a successful intranet is an ongoing commitment that doesn’t stop on launch day. It requires constant monitoring, tweaking, and measuring. Built-in tools like ThoughtFarmer Analytics provide organizations with a clear snapshot of their communication and collaboration efforts but, more importantly, the reassurance that their intranet is working. This article was originally written for the Digital Workplace Group, and has been republished with permission.