In the competitive world of IT, quality comes first. Although a fast time-to-market is important in the market, quality is the only feature that will make your business stand out from your competitors. To ensure that your business is providing quality IT solutions, metrics are key since they dictate the efficiency of your business.

Quality metrics are essential to measuring the success of your services and they are especially helpful when it comes to understanding better if your IT solutions are headed in the right direction. IT metrics can guide not only decision-making, but they can also help businesses achieve process improvement and strategic goals.

IT solutions: a small definition

An IT solution is a set of software, applications, programs, and IT services offered to companies to support specific business processes. These technologies are known as solutions to promote the idea that purchasing a specific product or service will help businesses deal with a challenge they are facing and successfully solve that problem.

From cloud services, to network security, and software development, there are many IT solutions available in today’s market that can benefit businesses and help them operate efficiently.

Key quality metrics to measure success

IT metrics are quantifiable measurements used to help manage the business and demonstrate its value. Depending on the business you have, there are several metrics that you can choose to do proper performance management.

Given the importance of metrics in demonstrating the value of IT, choosing the right ones to track is key. One of the most important metrics is, without a doubt, customer satisfaction. This metric evaluation can help you better understand your customers, which benefits your IT solution’s success.

Customer Satisfaction

In today’s era of digital transformation, continuous development, and security threats, IT businesses are working harder than ever to deliver solutions that customers want and most need. In this sense, one of the most important metrics for measuring IT solutions’ success is the satisfaction of your customers. If your users are not satisfied with your services, it can be a sign that you are not achieving your business goals properly.

Customer satisfaction metrics should be analysed to determine how fast the organisation is able to respond to customer needs and create the best possible experience. For this, it is extremely useful to have reference letters and online reviews praising your IT solutions and services, since they are important indicators of success. The higher the customer satisfaction, the more your customers like the solutions your business provides.

User Engagement

User engagement is a very valuable metric when measuring IT solutions’ success. For example, if the exit rates for a web application that you developed are poor, that could indicate an engagement issue. In turn, this does not mean that users do not want to use this technology; instead, it could mean there is a technological issue that is preventing users from using it correctly.

Growth rate

Given technology’s importance in today’s competitive market, a company’s position in terms of growth, profitability, and shareholder value is a strong indicator of IT success. Customer growth rate analyses the pace at which your business gains new customers over time and it helps you understand your overall success in attracting new customers. This metric can also allow you to recognize the nature of the demand for your product.

Delivery Metrics

Another metric to measure is the time to deliver an IT solution to a client. Delivery metrics track the effectiveness of project execution and the ongoing delivery of solutions. These metrics may include satisfaction surveys, budget, and completion measurements, as well as data.

Delivery metrics can include the average first response time, which tells the time a business takes to provide an initial response after a customer reports an incident or requests an IT solution. The lower your response time is, the better, but without never forgetting to prioritize quality. This metric also involves the average resolution time, which is the time your service takes to resolve end-user requests and issues.

Choosing the right quality metrics to measure your IT solutions’ success is important. If you need a hand to achieve your business goals, talk to us! We have a high-skilled team ready to help you.