Which KPIs to Use to Measure Internal Communication?
For any company, an internal communication strategy must be put in place in order to circulate information clearly and efficiently. However, some mistakes can be made, leading to a delay in the treatment of a file or a particular point or simply, a misunderstanding. In order to optimize internal communication, it is interesting to analyze certain performance indicators (KPIs). But, which ones precisely? We will try to answer this question in this article! 😉
Open, Click and Reply Rates: for Tracking your Emails
In companies, communication is generally centered around the exchange of emails or instant messaging. This is especially true since remote working has become the new norm, even though video conferencing is becoming more and more popular with employees. It is therefore interesting to look at indicators directly related to the mailing, such as the opening rate, the click rate or the response rate.
Let's focus here on the open rate. When a person sends an email, the objective is obviously to make sure that it is read. Within the framework of a B2B or B2C prospection or within the internal communication of your company, you must always optimize your message. The subject of the sent e-mail must be carefully chosen, as well as the first characters (generally the first 150). On the contrary, if the message is monotonous, addresses the team in a boring way and presents a subject far from being thinking, this e-mail risks to quickly end up in the file of items to be treated later.
The click rate is another interesting performance indicator to study. Indeed, it allows you to measure the commitment of your teams. Let's take the example of organizing a remote meeting. An email is sent, with a survey or a link to a survey tool, allowing everyone to agree on a date and a precise time. By analyzing the number of votes, you can easily determine the click rate and therefore define if your message has been received and read.
Finally, the response rate. When an e-mail is sent to all or some of your employees, it is useful to study the response rate. Indeed, this indicator also demonstrates the real commitment of the employees. A high response rate means that the team has taken the time to read the message and therefore to respond. A low response rate means that the overall engagement rate is low or that the email is not optimized.
The Participation Rate in Meetings, Webinars and Training Sessions
As we have just seen in the example above, a manager may have to organize a meeting with his employees. Meetings take time to set up. It is therefore important to measure the commitment, by analyzing the participation rate or even the lateness rate. By studying team members' actions, a manager can target issues to work on so that information is better communicated. Ideally, a work meeting allows all participants to discuss a topic, learn about a project, or even schedule activities outside of the work environment.
Since a webinar or a training session is very similar to a meeting, especially in terms of preparation and implementation, these participation, delay and even satisfaction rates are excellent indicators to look for.
This is an opportunity for the team leader to review the communication channels used or to improve the form of the invitation message (if the objectives have not been met). Similarly, if 75% of the workforce arrives late, this may be due to a lack of organization, such as a change in schedule that was not well understood or communicated to the teams.
The Commitment Rate, for a Real Time Analysis
In general, companies have intranet tools. But these tools, often of older generations, only present static, descriptive (cold) information, and do not allow to engage employees.
To engage its employees, Jamespot offers, for example, in addition to static information, the forms of organization of information in flow mode (the famous Wall of social networks), more dynamic ... But also features called "Social Action", to develop the participation of employees. Commenting on content, "Liker", Sharing... all these actions that allow to exchange and work better. It is possible to study through all these actions, the rate of engagement of posted publications, the rate of return, comment or share for indications, in real time.
Jamespot allows group leaders or authors of publications to access dedicated dashboards, group or content to allow them to view the activity and success of their actions.
Indeed, this tends to show that the global communication around the company is followed and appreciated by employees. These publications also lead to constructive feedback from employees who are a source of proposals. It is always interesting to debate with employees and to put forward the spirit of contradiction. This way of communicating also makes it possible to celebrate the objectives reached, to schedule big events (webinar, training).
Quality Matters: Quality Indicators such as Satisfaction Must be Put in Place
In order to determine whether internal communication is effective, it is also important to look at qualitative indicators such as satisfaction.
From the classic Csat (Customer Satisfaction), to the current NPS (Net Promoting Score), you can use these classic and widely used indicators to measure the satisfaction of your employees on all topics related to the life of the company: the quality of communication, the QWL (Quality of Life at Work)...
Often ending with some open questions, this type of KPI also allows you to get feedback from your employees, suggestions, improvements....
Why is Jamespot the Right Solution?
On Jamespot, all these KPIs and indicators are present for all those who need them. Already for platform administrators through 2 dedicated applications. The "Indicators" application that delivers all these indicators through figures and graphs, from a generic point of view: Connection rate, Publication rate, Engagement rate... Depending on the medium used: via desktop or via mobile.
This space dedicated to indicators also allows detailed analysis, by groups, by members, by content... and thanks to the KPI application, allows you to build your own dashboards, by selecting the indicators you find the most relevant.
For the quality, Jamespot offers its application "Survey" that will easily make your satisfaction surveys, NPS ... Among all employees or identified targets.
Finally, even beyond the major platform administrators, Jamespot allows group leaders or authors of publications to access dedicated dashboards, group or content to allow them to view the activity and success of their actions.
There are several KPIs that allow you to measure the effectiveness of your internal communication. The idea is that all of these indicators make it possible to analyze and optimize exchanges between employees, with the aim of generating greater commitment on their part. This also allows for better control of day-to-day operations, cost reduction and, above all, the ability to calmly reach objectives. Poor internal communication leads to delays and departures and reflects poorly on customers and partners.