Important Metrics: How to quantify success in service design

Quantifying success in service design isn’t just beneficial—it’s crucial.

Service design is pivotal in ensuring that the experiences and services delivered to customers are effective, efficient, and enjoyable. As the adage goes, “What gets measured gets managed.” So, it’s essential to identify the right metrics to quantify the success of your design.

Here are some key metrics that can provide valuable insights into the effectiveness of your service design:

This metric determines how easy it was for customers to interact with your service. The logic is simple: the easier a service is to use, the more likely customers will continue using it.

This measures the percentage of customer issues that are resolved upon first contact. A high FCR indicates that your service design effectively addresses customer needs without requiring multiple interactions.

Track the number of mistakes or errors in service delivery. A decrease in service errors over time can indicate improved service design.

For services with a specific journey or process, such as online forms or checkouts, the completion rate measures how many users successfully finish the journey versus those who drop out.

This is the average time taken to resolve customer issues. A decrease in this metric over time can indicate that your service design improvements lead to faster problem resolution.

While numbers can offer valuable insights, always approach them with context. It’s crucial to understand the story behind the numbers. Pair quantitative metrics with qualitative insights, keep iterating, and let data and empathy guide your service design.