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Metrics That How do you know what is working? You need to measure. Start with the right

questions at the beginning of the project (not the end!).
Matter q Firstly begin with the end in mind – why are you doing it and what outcomes do

you want? Map out the ideal v actual gap as story that includes data and feedback.

q Then look for the metrics that will track that outcome, key behaviours and your
WHY.

You need a mixture of quantitative and qualitative research.

q Current Business Performance Dashboard Metrics (Turnover, Growth, Profit, ROI,
New Products, Customer Metrics, Market Share),
q Internal HR Metrics Employee Productivity Index, Recruitment time to hire, cost
per hire , offer acceptance rate, Retention especially early turnover, talent turnover
rate, Absence and retention rates company wide and by manager, Dismissals,
Referrals, Promotions, Training expenses per employee, Overtime expense, HR
expense per employee Targeted Services Improvements, Complaints, Awards
q Communication Metrics Channel and message usage, activity and take up,
preferences testing.
q Employee Surveys (Engagement, Attitude, Satisfaction, Culture and Happiness)

q Pulse Surveys (Programme, Experience, Service, Audience),
q Diagnostics and Audits (Engagement, Communication, HR Services)
q Chatbot Analysis and Continuous Listening

q Employee sensing and feedback
Develop your Dashboard of ‘Metrics that Matter’– regularly visually report data,
backed up with employee sensing feedback to tell the metrics story = facts and
opinions. If the project pivots go back to the outcomes required and review the metrics
being used.

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