Setting KPIs Based on the User Experience

Imagine this: your team is hitting every internal target, but your users still feel frustrated.

Why? Because the metrics you’re tracking don’t reflect what truly matters to them. That’s where user-centric KPIs come in – focusing on what your users need, not just what your internal processes measure.

Here’s how to rethink your KPIs through the lens of the user:

1. The Two KPIs That Matter Most

Forget about the noise. In the end, it boils down to two questions:

• How long did it take to fully resolve the user’s issue?
• How did they feel about the service?

Everything else – first response time, number of tickets per hour, becomes secondary. What matters is how quickly you deliver what the user actually needs and how satisfied they are at the end of that experience.

“Would I be happy if I were the user? Did we truly meet their expectations, or better yet, exceed them?”

2. Data + Emotion: Finding the Right Balance

Numbers tell part of the story, but emotions tell the rest. The total resolution time gives you hard data, but user feedback, whether you exceeded expectations, met them, or missed them, provides the emotional insight. Sometimes, it’s the “fluffy” things that reveal the most about how to improve.

“It’s not just about closing a ticket. It’s about capturing how the user felt at every step of the way.”

3. Immediate Feedback, Long-Term Gains

Don’t wait. Knowing how the user feels in real-time lets you fix problems fast. But the real value comes from looking at the bigger picture, tracking trends and asking: Are we consistently getting better? Are our changes improving the user experience over time? Short-term reactions matter, but long-term improvements are what make the biggest impact.

“Quick fixes are good, but lasting improvement? That’s where the real impact happens.”

4. KPIs That Drive Mindset, Not Just Metrics

KPIs aren’t just about meeting a number, they’re about shaping behaviour. At Fixate, we don’t just set minimum standards; we set the expectation that we can always be better. With a team that’s self-driven, KPIs become a guide for continuous improvement, not a ceiling for performance.

“How can we do this better tomorrow? That’s the mindset we want KPIs to encourage.”

5. Exceeding Expectations: The Natural Outcome

When you hire people who genuinely care, exceeding KPIs isn’t a pressure, it’s the natural result. These are the people who look for ways to improve without being asked. They don’t just meet the mark; they’re constantly searching for ways to go above and beyond, because they’re invested in making things better for the user.

“Exceeding expectations isn’t about pressure, it’s about passion and a genuine desire to improve.”

So, are you measuring what really matters?

When it comes to setting KPIs, focus on what truly matters: the user experience. At Fixate, we believe the only KPIs that count are how fast you resolve the issue and how happy the user feels afterward. Balancing hard data with emotional feedback, real-time reactions with long-term trends, and a mindset of continuous improvement are key. KPIs aren’t just about hitting targets – they’re about shaping a culture that strives to exceed expectations. In the end, it’s not the internal numbers that matter, but how the user feels when they walk away.