Metrics for team interfaces

Feedback response time: The average time it takes for a team to address and respond to customer feedback. This metric indicates agility and adaptiveness to customer needs and showcases the team's efficiency in addressing feedback. Implement a dedicated system to track and prioritize customer feedback. Store a timestamp for when the feedback is received and another when the feedback is responded to. Calculate the difference and average over all feedback received within a set period.

Handoff frequency: The count of handoffs in a process, including those across different teams. Having many handoffs can indicate potential inefficiencies, bottlenecks, and areas where errors might occur due to excessive handoffs. Use process mapping tools, such as value stream mapping, to understand and visualize workflows. Count the number of handoffs within a given process, particularly between different teams. A lower number of handoffs across many processes generally indicates more autonomy within a team.

Knowledge sharing index: This refers to how much teams share, update, and use collective knowledge repositories and assets. This highlights the effectiveness of knowledge management processes and the extent to which shared knowledge supports team activities. Track the number of accesses, contributions, and modifications to shared repositories or platforms. Consider using surveys or setting up a scale to assess the perceived value and utility of shared knowledge sources.

Onboarding satisfaction (OSAT): The satisfaction level of new team members regarding their onboarding experience. This metric provides insights into the effectiveness and efficiency of the onboarding process, identifying areas that need improvement. Use surveys to measure satisfaction on a scale (for example, 1–10) after a new hire goes through the onboarding process. Calculate the average score and track changes over time.