Key Performance Indicators (KPIs) track the outcomes that matter most to UW‑IT, helping us understand how well we are advancing our strategic commitments.
Priority 1 (Critical) Incident Mean Time To Resolution (MTTR)
Strategic Anchor(s): You Get Me Relationships, Trusted Solutions
The P1 Incident Mean Time to Resolution (MTTR) measures the average time it takes to resolve P1 (Critical) Incidents, from the moment they are created to the time they are marked as resolved. The target SLA for P1 Incidents is a four-hour mean resolution time.
Why is this a KPI?
MTTR points to desired business outcomes derived from timely incident resolution, such as quick service restoration and minimized disruption for UW customers. These outcomes directly reflect UW-IT’s ability to deliver on two of our strategic anchors, Trusted Solutions and You Get Me Relationships.
KPI Type: Lagging
Measures outcomes after the fact to confirm whether processes and resources achieved desired results; not used to predict future outcomes.
Customer Satisfaction (CSAT)
Strategic Anchor(s): You Get Me Relationships
Customer Satisfaction (CSAT) measures how satisfied customers are with an organization’s products, services, or experiences. UW-IT surveys our customers and partners (students, faculty, staff, researchers) across all three UW campuses to evaluate their satisfaction. The target score is greater than or equal to 4.0, which corresponds to “High Satisfaction”.
Why is this a KPI?
CSAT captures the outcome or impact generated by the cumulation of activities and interactions that influenced the overall customer experience. This outcome from the customer’s perspective provides a direct performance measure towards UW-IT’s You Get Me Relationship strategic anchor.
KPI Type: Lagging
Measures outcomes after the fact to confirm whether processes and resources achieved desired results; not used to predict future outcomes.
CSAT Target: High Satisfaction (≥ 4.0)
5.0
Scoring ranges:
- 1.0–2.0 = Very Low
- 2.1–3.0 = Low
- 3.1–3.9 = Moderate
- 4.0–4.4 = High
- 4.5–5.0 = Very High
Customer Effort Score (CES)
Strategic Anchor(s): You Get Me Relationships, Trusted Solutions
Customer Effort Score (CES) measures the effort that a customer spends in obtaining a desired outcome, such as resolving an issue or fulfilling a request. The target score is greater than or equal to 4.0, which corresponds to “Low Effort”.
Why is this a KPI?
CES evaluates the customer’s perception of UW-IT’s process and service efficiency. This perception informs UW-IT on performance against the customer’s expectations and is used as a driver for evaluating UW-IT’s strategic anchors, You Get Me Relationships and Trusted Solutions.
KPI Type: Hybrid
Measures past user experience but also predicts future behavior and operational outcomes.
CES Target: Low Effort (≥ 4.0)
5.0
Scoring ranges:
- 1.0–2.0 = Very High Effort
- 2.1–3.0 = High Effort
- 3.1–3.9 = Moderate
- 4.0–4.4 = Low Effort
- 4.5–5.0 = Very Low Effort
Customer/Partner Net Promoter Score (NPS)
Strategic Anchor(s): You Get Me Relationships, Trusted Solutions
Customer/Partner Net Promoter Score (NPS) measures how likely customers are to recommend an organization’s products or services to others. The target is score is greater than or equal to 31, which corresponds to “Great”.
Why is this a KPI?
NPS results are tied to long‑term relationship health with customers and whether UW-IT is positioned to successfully meet customer expectations. This measurement informs performance against UW-IT’s strategic anchors, You Get Me Relationships and Trusted Solutions.
KPI Type: Hybrid
Measures sentiment after an experience but also predicts future customer behavior, especially loyalty, referrals, and growth.
NPS Target: Great (≥ 31)
Scoring ranges:
- -100–0 = Poor
- 1–30 = Acceptable
- 31–50 = Great
- 51–70 = Excellent
- 71+ = World Class