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<div class="govuk-grid-column-two-thirds"> <div class="app-page-header"> <div class="gem-c-heading govuk-!-margin-bottom-8"> <span class="govuk-caption-xl gem-c-heading__context"> Measuring success </span> <h1 class="gem-c-heading__text govuk-heading-xl"> Measuring the success of your service </h1> </div> </div> </div> <div class="govuk-grid-column-one-third app-community-contact govuk-!-padding-bottom-5"> <p> <a class="govuk-link" href="/contact/govuk">Give feedback about this page</a> </p> </div> </div>  <div class="govuk-grid-row"> <div class="govuk-grid-column-two-thirds app-metadata--heading"> <div data-module="metadata" class="gem-c-metadata"> <dl class="gem-c-metadata__list"> <dt class="gem-c-metadata__term">From:</dt> <dd class="gem-c-metadata__definition" data-module="gem-toggle"> <a href="/service-manual/communities/performance-and-data-analysis-community">Performance analysis community</a> </dd> </dl> </div> </div> </div> <div class="govuk-grid-row"> <div class="govuk-grid-column-one-third app-sticky-element">  <nav id="contents" data-module="ga4-link-tracker" aria-label="Contents" class="gem-c-contents-list govuk-!-margin-bottom-4"> <h2 class="gem-c-contents-list__title"> Contents </h2> <ol class="gem-c-contents-list__list"> <li class="gem-c-contents-list__list-item gem-c-contents-list__list-item--dashed"> <span class="gem-c-contents-list__list-item-dash" aria-hidden="true"></span> <a class="gem-c-contents-list__link govuk-link gem-c-force-print-link-styles" data-ga4-link='{"event_name":"select_content","section":"Contents","type":"contents list","index_total":3,"index_link":1}' href="#measuring-transactions">Measuring transactions</a> </li> <li class="gem-c-contents-list__list-item gem-c-contents-list__list-item--dashed"> <span class="gem-c-contents-list__list-item-dash" aria-hidden="true"></span> <a class="gem-c-contents-list__link govuk-link gem-c-force-print-link-styles" data-ga4-link='{"event_name":"select_content","section":"Contents","type":"contents list","index_total":3,"index_link":2}' href="#measuring-an-end-to-end-journey-or-non-transactional-website">Measuring an end-to-end journey or non-transactional website</a> </li> <li class="gem-c-contents-list__list-item gem-c-contents-list__list-item--dashed"> <span class="gem-c-contents-list__list-item-dash" aria-hidden="true"></span> <a class="gem-c-contents-list__link govuk-link gem-c-force-print-link-styles" data-ga4-link='{"event_name":"select_content","section":"Contents","type":"contents list","index_total":3,"index_link":3}' href="#assessing-whether-youre-addressing-an-organisational-strategy-or-policy-issue">Assessing whether you’re addressing an organisational strategy or policy issue</a> </li> </ol> </nav> </div> <div class="govuk-grid-column-two-thirds"> <div class="govspeak-wrapper govuk-!-padding-top-2"> <div data-module="govspeak" class="gem-c-govspeak govuk-govspeak govuk-!-margin-bottom-0"> <p>There are different ways to measure how your service is performing. The method you should use depends on what you’re trying to find out and whether you’re measuring:</p> <ul> <li>a transactional service</li> <li>an end-to-end user journey, or something non-transactional like a website</li> <li>how your service is helping to achieve an organisational strategy or policy</li> </ul> <h2 id="measuring-transactions">Measuring transactions</h2> <p>You can usually see how well a transaction is working for users by using <a href="https://www.gov.uk/service-manual/measuring-success/how-to-set-performance-metrics-for-your-service">performance metrics</a> combined with user research methods like <a href="https://www.gov.uk/service-manual/user-research/using-moderated-usability-testing">usability testing</a>.</p> <p>When designing your metrics, think about the types of data to collect that will show you how your transaction is performing.</p> <p>Don’t just rely on digital analytics. Use a range of data sources – for example user feedback, call centre data or financial information like the costs of hosting your transaction.</p> <p>Have a performance analyst on your team from the start of discovery and make them part of the process of building your transaction.</p> <h2 id="measuring-an-end-to-end-journey-or-non-transactional-website">Measuring an end-to-end journey or non-transactional website</h2> <p>You sometimes need other tools in addition to performance metrics to measure whether something is working.</p> <p>For example if you need to measure:</p> <ul> <li>a user journey from GOV.UK guidance into your transaction</li> <li>a user journey across multiple transactions that solve a <a href="https://www.gov.uk/service-manual/design/scoping-your-service">whole problem</a> for users</li> <li>a non-transactional service, like information on a website</li> </ul> <p>In these cases, you can use <a href="https://www.gov.uk/service-manual/measuring-success/usability-benchmarking-a-website-or-whole-service">usability benchmarking</a>.</p> <p>This involves setting users a series of tasks that span across a journey and seeing how easy the tasks are for them to complete.</p> <p>It commonly involves measuring task completion rates and the time it takes the user to complete each task.</p> <p>By repeating the process periodically and comparing results you can see if the tasks are getting easier to complete over time.</p> <h2 id="assessing-whether-youre-addressing-an-organisational-strategy-or-policy-issue">Assessing whether you’re addressing an organisational strategy or policy issue</h2> <p>If you’re looking to prove that your work is addressing a wider strategy - or talk about your work in a way that appeals to stakeholders - use <a href="https://www.gov.uk/service-manual/measuring-success/measuring-service-benefits">benefits realisation techniques</a>.</p> <p>This helps you work out:</p> <ul> <li>the size of the problem you’re solving</li> <li>how fixing the problems contribute to wider organisational aims or strategies</li> <li>how to make a robust case for making one type of intervention over another</li> </ul> </div> </div> <div class="app-change-history govuk-!-margin-top-6" data-module="gem-toggle"> <div class="app-change-history__latest-change"> <div data-module="metadata" class="gem-c-metadata"> <dl class="gem-c-metadata__list"> <dt class="gem-c-metadata__term">From:</dt> <dd class="gem-c-metadata__definition" data-module="gem-toggle"> <a href="/service-manual/communities/performance-and-data-analysis-community">Performance analysis community</a> </dd> <dt class="gem-c-metadata__term">Last updated</dt> <dd class="gem-c-metadata__definition"> over 6 years ago </dd> </dl> </div> <dl> <dt class="govuk-body govuk-!-margin-bottom-0">Last update:</dt> <dd> <time datetime="2018-08-06T13:53:57+01:00" class="govuk-heading-m govuk-!-margin-bottom-1"> 6 August 2018 </time> <p class="govuk-body-s app-change-history__change-note govuk-!-width-two-thirds"> Guidance first published </p> </dd> </dl> </div> </div> </div> </div> </div> </main> </div> <div class="govuk-width-container"> <div data-module="feedback ga4-event-tracker" class="gem-c-feedback govuk-!-display-none-print"> <div class="gem-c-feedback__prompt gem-c-feedback__js-show js-prompt" tabindex="-1"> <div class="gem-c-feedback__prompt-content"> <div class="gem-c-feedback__prompt-questions js-prompt-questions" hidden> <div class="gem-c-feedback__prompt-question-answer"> <h2 class="gem-c-feedback__prompt-question">Is this page useful?</h2> <ul class="gem-c-feedback__option-list"> <li class="gem-c-feedback__option-list-item govuk-visually-hidden" hidden> <a class="gem-c-feedback__prompt-link" role="button" hidden="hidden" aria-hidden="true" href="/contact/govuk"> Maybe </a> </li> <li class="gem-c-feedback__option-list-item"> <button class="govuk-button gem-c-feedback__prompt-link js-page-is-useful" data-ga4-event='{"event_name":"form_submit","type":"feedback","text":"Yes","section":"Is this page useful?","tool_name":"Is this page useful?"}'> Yes <span class="govuk-visually-hidden">this page is useful</span> </button> </li> <li class="gem-c-feedback__option-list-item"> <button class="govuk-button gem-c-feedback__prompt-link js-toggle-form js-page-is-not-useful" aria-controls="page-is-not-useful" aria-expanded="false" data-ga4-event='{"event_name":"form_submit","type":"feedback","text":"No","section":"Is this page useful?","tool_name":"Is this page useful?"}'> No <span class="govuk-visually-hidden">this page is not useful</span> </button> </li> </ul> </div> </div> <div class="gem-c-feedback__prompt-questions gem-c-feedback__prompt-success js-prompt-success" role="alert" hidden> Thank you for your feedback </div> <div class="gem-c-feedback__prompt-questions gem-c-feedback__prompt-questions--something-is-wrong js-prompt-questions" hidden> <button class="govuk-button gem-c-feedback__prompt-link js-toggle-form js-something-is-wrong" aria-expanded="false" aria-controls="something-is-wrong" data-ga4-event='{"event_name":"form_submit","type":"feedback","text":"Report a problem with this page","section":"Is this page useful?","tool_name":"Is this page useful?"}'> Report a problem with this page </button> </div> </div> </div> <form action="https://www.gov.uk/contact/govuk/problem_reports" id="something-is-wrong" class="gem-c-feedback__form js-feedback-form" method="post" hidden> <div class="govuk-grid-row"> <div class="govuk-grid-column-two-thirds"> <div class="gem-c-feedback__error-summary gem-c-feedback__js-show js-errors" tabindex="-1" hidden></div> <input type="hidden" name="url" value="https://www.gov.uk/service-manual/measuring-success/measuring-the-success-of-your-service"> <h3 class="gem-c-feedback__form-heading">Help us improve GOV.UK</h3> <p id="feedback_explanation" class="gem-c-feedback__form-paragraph">Don’t include personal or financial information like your National Insurance number or credit card details.</p> <div class="govuk-visually-hidden" aria-hidden="true"> <label for="giraffe">This field is for robots only. 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