VA.gov Analytics - KPI Framework suggested metrics
Defined and calculated metrics will come out of box you request and receive a KPI dashboard for your VA.gov product. You can use the following table to if you are looking to ideate for additional metrics to track on your own.
Theme | Suggested Metrics | |||
|---|---|---|---|---|
All | Forms | Content | Search | |
Veteran-facing Services (VFS) Examples | Veteran-facing Services (VFS) Examples Caregiver - 1010CG | Veteran-facing Services (VFS) Examples Learning Center | Veteran-facing Services (VFS) Examples Yellow Ribbon, Find VA Forms, GIBCT, On-site Search | |
Findability | Total top of the funnel users vs. total VA.gov users or eligible users Example segments to evaluate:
Other metrics to consider:
| Total top of the funnel users vs. total VA.gov users or eligible users Example segments to evaluate:
| Total top of the funnel users vs. total VA.gov users Example segments to evaluate:
| Total top of the funnel users vs. total VA.gov users Example segments to evaluate:
|
Ease of Use | Time to complete Call Center Volume Example segments to evaluate:
Other metrics to consider:
| Time to complete the form (time from introduction page to successful form submission Call Center Volume Example segments to evaluate:
Other metrics to consider:
| Time to complete (time from page entry to Call to Action interaction) Call Center Volume Example segments to evaluate:
Other metrics to consider:
| Time to complete (time from search page entry to Call to Action interaction) Call Center Volume Example segments to evaluate:
Other metrics to consider:
|
Service Completion | Funnel % Completion/Conversion Total users for your VFS vs. total VA.gov users Segments to look for:
Other metrics to consider:
| Funnel % Completion/Conversion Total submitted applications from your VFS vs. VA.gov users vs. paper application submissions Segments to look for:
| Funnel % Completion/Conversion: % of users completing Calls to Action Total users who have completed a call to action for your VFS vs. VA.gov users Other metrics to consider:
| Funnel % Completion/Conversion: % of users completing Calls to Action/Click through Rates Total users who have completed a call to action for your VFS vs. VA.gov users Other metrics to consider:
|
Trust | Customer Satisfaction Other metrics to consider:
| Customer Satisfaction Other metrics to consider:
| Customer Satisfaction Segments to look for:
Other metrics to consider:
| Customer Satisfaction Segments to look for:
Other metrics to consider:
|
Help and feedback
Get help from the Platform Support Team in Slack.
Submit a feature idea to the Platform.