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Digital Quality KPI's

  • 1.  Digital Quality KPI's

    TM Forum Member
    Posted Feb 27, 2019 15:21
    Hi Everyone,

    I am new to this community and very excited to share and learn with you all. I work for Verizon and in my role I am tasked with measuring and monitoring the quality of our digital properties on desktop, mobile, tablet and mobile app. I am trying to get a sense of what KPI's other organizations use to measure quality of releases and digital initiatives. We look at our orders, conversion rate, market share, sales mix with other parts of our organization, Digital Interactive Score (similar to NPS), click through, all of the normal. I'm looking to narrow in on things like # of defects per release, velocity of "clean" releases, etc.​

    Scott Garrison
    Verizon Communications

  • 2.  RE: Digital Quality KPI's

    Posted Aug 29, 2019 03:07
    Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets. This is an important part of Digital marketing where we can measure the achievement of their organization in various field.

    CETPA Infotech

  • 3.  RE: Digital Quality KPI's

    TM Forum Member
    Posted Feb 24, 2020 07:27
    Scott, I would suggest the whole exercise of KPIs to be lifted to value generation. It is a known fact that a company's valuation has shifted from tangible assets to intangible assets, such as:
    • Intellectual properties
    • B2B rights
    • Brand
    • Hard intangibles (sits on balance sheet e.g. Goodwill)
    • data
    • Non-revenue rights (e.g. non-competitive agreements)
    • Relationships
    • Public right
    How do your digital initiatives impact the above?
    If you measure on traditional measures, it is IT measurements and not Digital (just because you launch an app or move some systems up in the cloud do not mean you advance your digital maturity). Digital views are contextual and in a format that goes beyond the four walls of your company.

    Cato Rasmussen

  • 4.  RE: Digital Quality KPI's

    TM Forum Member
    Posted Feb 25, 2020 02:36
    Hi Scott,
    I think it changes depend on your customer approach,customer journey and  customer behavior.
    I can offer you some KPI's sample.

    Customer Approach :
    Total Transaction Count (target daily,montly,yearly)
    Customer incident count (ticket) /defect count ratio

    Customer Journey :
    Application install and uninstall ratio

    Customer Behavior :
    Order transaction top time period
    Order transaction low time period


    hasim temiz
    Vodafone Group

  • 5.  RE: Digital Quality KPI's

    TM Forum Member
    Posted Feb 26, 2020 03:23
    I am sorry, but these are traditional IT measures. These type of measurements have been used for system implementations for decades and are retrospective more than futuristic. They all come from a past perspective.

    Digital (eco-systems) is future and must be idea-driven (that is art) and less data-driven (science).

    Additional comment: Customer journey will change in the digital world!

    Cato Rasmussen

  • 6.  RE: Digital Quality KPI's

    Posted Feb 27, 2020 08:05
    Hi Scott..
    Nice to meet you !
    Have you studied the following books?

    Balanced Scorecard Success: The Kaplan-Norton Collection (4 Books) (English Edition)

    Carlos Yesid Chinchilla Arenas

  • 7.  RE: Digital Quality KPI's

    Posted Feb 27, 2020 08:44

    User / Customer experience related KPIs are most important measures

    The other KPIs important are pertaining to business value.

    Need to deep dive for each scenario


    Asiaus Systems

    Sharad Gandhi