10 intranet metrics to monitor

To quantify your hub’s ROI, it’s wise to track employee satisfaction, content engagement and reduced business costs. Keep an eye on qualitative data, too.

10 intranet KPIs

What are the best ways to measure intranet success?

Start with these 10 key performance indicators:

1. Employee satisfaction

This is arguably the most subjective intranet metric, but it’s crucial to determine whether employees like the platform. The whole point of an intranet, after all, is to increase productivity by enhancing the employee experience.

How can this be measured?

Employee satisfaction surveys are the key here. Asking questions that will yield answers about intranet content, tools, design and overall efficiency can get you data, which you can turn into hard facts.

Example measurements:

  • Employee satisfaction increased by 47 percent after implementing the new intranet.
  • Twenty-six percent of employees report that companywide communication has improved.
  • Four out of five employees say that the new intranet is easy to use and navigate.
  • Forty-five percent of employees agree it is easier to collaborate through new intranet tools.

2. Login numbers and time of use

How frequently are your colleagues using the intranet? Are they logging on at all? If so, how long are their sessions?

How can this be measured?

User logins and time of use can typically be tracked through analytics built into intranet software. If not, external analysis tools such as Google Analytics can be integrated into your system.

Most intranet software enables you to track these metrics on mobile apps as well.

Example measurements:

  • Eighty-seven percent of employees log in to the intranet daily.
  • Forty-five percent of employees stay logged in for more than five hours.
  • Mobile app users log in X amount of times per day.
  • We’ve seen a 37 percent increase in employee logins since implementation.

3. Engagement and clicks
Users might be logging in, but are they interacting with content?

Analyzing the number of times each user is clicking on links within your intranet will give you an accurate picture of which links, posts or pages are the most popular with employees. This is an easy way to guide your future design and content strategy.

How can this be measured?

  • Tracking employees’ comments on news, blogs or other content
  • Tracking internal tagging of co-workers
  • Tracking email or article click-through rates
  • Tracking users’ editing and creation of content

Example measurements:

  • X number of employees are creating original content on the intranet.
  • Internal communication and collaboration have increased by 58 percent.
  • Seventy-eight percent of users are interacting with the intranet for more than five hours per day.
  • Four out of five employees are engaging with one another on the intranet platform.

4. Reduced business costs
Increased productivity tends to decrease business costs.

There are obvious ways that “going digital” will save business costs (such as reduced paper, printing and distributing expenses), but intranets can save money elsewhere, too. With increased collaboration, there could be a cut in business travel expenses. You might also see cost reductions in labor efforts as well. By giving employees access to digital forms, you can cut back on HR overhead costs.

It’s possible to put a dollar amount to hours saved by employees as well. Laurie Brownson explains to CMSWire that in her organization, “The metrics are a translation of hours saved (from a pre-established measurement system) into soft or hard dollar savings, which gets reported on a quarterly basis to management.”

How can this be measured?

  • Tracking employee time spent on administrative tasks such as payroll, time management or employee documentation
  • Tracking printing costs
  • Tracking time spent on installation efforts
  • Tracking IT time spent responding to employee concerns
  • Tracking travel expense budgets

Example measurements:

  • Printing costs were cut by 18 percent after intranet implementation.
  • Time spent by IT attending to employee concerns decreased by 43 percent.
  • We saved X dollars by cutting X hours from internal meetings.
  • Travel expense budgets were reduced by $50,000 after intranet implementation.

5. Turnover rates
Tracking your company’s turnover rate will provide insight into employee satisfaction and internal communication efficiency.

How can this be measured?

Turnover rates can be tracked through HR records. Try to look for connections between your internal communication KPI results and your turnover rates. Also, compare new hires and their retention rate before and after intranet implementation.

Example measurements:

  • A 14 percent decrease in turnover rates after intranet implementation
  • A 10 percent employee retention rate after intranet implementation
  • A 13 percent decrease in employees who left the company due to internal communication difficulties

6. Employee reach
Think about your remote workers or frequent travelers. Your new intranet should have mobile app features, which should dramatically increase your employee reach and communication.

How can this be measured?

By tracking the number of unique visitors using the intranet and dividing that by your total number of employees for a specific period (one month, for example), you can get your total reach percentage. You can also divide the total number of visits by the number of unique visitors to get the average number of visits per employee. Use this against your baseline of previous user numbers to show an increase in reach.

Example measurements:

  • In May, we had 3,000 unique visitors to the intranet out of 4,200 employees, for a 71 percent reach.
  • Thirty-five percent more remote workers are logging in daily.
  • In one week, we had 5,000 visits from 50 unique visitors—100 average visits per employee.
  • X number of employees are using the mobile app when out of the office.

7. Increases in sales
Improved communication and collaboration can increase sales. Providing a centralized hub to share ideas, information and best practices should be a boon for your team. Improved customer data storage and organized sales tracking will also boost productivity and streamline the sales process.

How can this be measured?

  • Tracking sales and comparing them against pre-intranet sales
  • Sales team surveys and feedback on overall productivity
  • Time spent closing a sale
  • Tracking sales team engagement

Example measurements:

  • Sales increased by 40 percent after intranet implementation.
  • Sixty percent of sales employees report an increase in collaboration.
  • Average time to close a sale has decreased by half.
  • Ninety percent of sales employees are interacting with the intranet daily.

8. Productivity and time.

TheNielsen Norman Group once reported that the cost of lost productivity for a company with 10,000 intranet users can be $15 million per year. A bad intranet is bad for business; a good one can boost profitability.

How can this be measured?

  • Tracking the search engine and time spent searching for documents
  • Tracking calls made to IT
  • Tracking specific employee tasks and completion time (before and after intranet)
  • Tracking use of the “helpdesk” feature on the intranet

Example measurements:

  • Total monthly hours spent on submitting expense reports decreased by 25 percent.
  • Our typical response time was five hours; now it’s down to one hour.
  • Duplicate or re-submitted documents have decreased by 45 percent.
  • There were 45 fewer calls made to IT last month concerning the intranet.

9. Advocacy
Streamlined communication can increase employee satisfaction, engagement, productivity and retention, and providing a steady flow of useful content makes it easy for staffers to become “ambassadors” for the organization.

How can this be measured?

  • Tracking the number of external shares to social media from the intranet
  • Conducting employee surveys to gauge how likely they are to share news or promote the company
  • Tracking increases in user-generated content
  • Conducting employee surveys on the connection to the mission of your company

Example measurements:

  • Three hundred employees shared company articles or marketing info to their personal social media pages last month.
  • Forty-three percent of employees state they would personally share an article or company news to help promotion efforts.
  • Blog articles created by employees increased by 23 percent in the last month.
  • Four out of five employees say they are passionate about the company’s mission and would share that information with peers or colleagues.

10. Amount of user-generated content

Where are users contributing the most content? Which topics are trending?

How this can be measured?

  • Tracking employee-generated content across the platform
  • Tracking where employees are contributing the most
  • Tracking trending topics
  • Tracking time spent on creating content
  • Tracking the number of times specific content is clicked on or shared internally

Example measurements:

  • Employee-generated content has increased by 45 percent since the intranet launched.
  • Four out of five employees report it is easier to create content on the intranet.
  • Time spent creating content has decreased by 12 percent.

Above all, don’t neglect emotional connections. Quantitative metrics are not everything.

The point of internal communication is to benefit staff, so gather qualitative data that speak to employee experiences and opinions.

Give your colleagues power and purpose on your platform, and feature an array of diverse voices. Determine what type of experience you want users to have on your platform, and design something that they will love—and use.

Don’t be afraid to pivot as feedback pours in. Address problems and complaints in a timely fashion. Delete unnecessary content. Use the intranet to build trust and relationships.

These sorts of things are tough to quantify, but creating genuine, emotional connections is the key to a happier workforce and a healthier workplace.

A version of this post first appeared on the Happeo blog.


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