BEST CHANGE MANAGEMENT SUCCESS METRICS & ENABLEMENT KPIs
for Tracking, Assessing, and Measuring Change Adoption


Complete Guide | Change Management KPIs and User Adoption Metrics for Change Managers & Project Management Leads

To achieve the best change management successes, you’ll need to effectively track how users and impacted groups are transitioning through an organizational, departmental, group, policy, process, culture, integration, or technology change.

Oftentimes, key stakeholders will want to see how a change project is going (change management performance) or how it turned out by seeing key data points and change management KPIs across several change management areas (communications, training, leadership support, etc.)  

But how do you really measure change management? How do you know the best change adoption metrics to track? What are the best metrics for measuring change management?

Should you focus only on measuring communication effectiveness, user engagement metrics, and training KPIs? Should you focus only on tracking user usage (e.g., how often users are using the new solution, and which sections of the new solution they are using)? Or should you take a more holistic view, and track all aspects of change management delivery using an end-to-end change management KPI dashboard approach?

Find out the answers to all your questions, and more in this top end-to-end organizational change management KPI and measurement guide.


Effective user adoption tracking involves measuring users’ transition from their current to their future states.

Metrics for Measuring Change Management Tracking and Measuring Impacted User Adoption


Is this Change Management Metrics Guide Designed for You?

This free guide is designed for Change Management Leads, Change Practitioners, Program Leads, Project Managers, HR, and other resources that are involved in delivering organizational transformations.

Outlined below is everything you need to know for tracking, measuring, and reporting on the successes of your organizational change management programs.

We have provided you with change management KPI examples and success metrics for tracking user adoption. Also included is an overview of the most important KPIs for change management successes, as well as a reference to a best-in-class change management metrics template that you can leverage.

Although this guide is focused on tracking the people side of change (organizational change management), if you are an IT Manager and are interested in learning about the best ITIL change management metrics and templates, click here: Change Management KPI Metrics for ITIL.


My Experience Using Change Management Metrics

Over the last 15 years, I have delivered large scale organizational change management and enterprise-wide business transformations across Cisco, Apple, Goldman Sachs, the Federal Reserve Bank, Intel, State Street, Berkshire Hathaway, HSBC, and a wide range of global organizations. 

Throughout my years of experience in change consulting, I discovered that constantly measuring change management KPIs and metrics allowed me to better gauge the effectiveness of my change management activities, and to know what is working, what is not, what should be changed, and when to pivot my change plans to increase user adoption.

Leveraging a change management metric template (Excel or online version) that also includes a graphical KPI dashboard increases a change manager’s ability to holistically gauge all aspects of his or her change management successes.

Keep on reading for a step-by-step review of best change management KPIs and metrics that you can leverage to increase your change adoption deliverables. 

As Pioneers in this sector, our goal is to continue educating and supporting the change management and program management communities across the globe. Let us know if you have any feedback or recommendations on how we can continue building this partnership. 

Ogbe Airiodion
AGS Founder

Senior Change Management Leader & Consultant


Note

This end-to-end guide can be a lot to take in.

We understand.

As such, we have developed an industry-standard Change Management KPI Dashboard that you can obtain to increase your performance and successes.

Organizational change management user adoption dashboard and template analytics

Click here to learn more about this AGS Change Metric Template that you can leverage for measuring change management metrics.


First, What are the True Objectives for Your Change Management Activities?

The true objectives of any effective change management enablement program include increasing the success of a project, initiative, social, culture, policy, or organizational change. 

A change can involve implementing new business processes, system integrations, technology changes, merger and acquisition integration, business expansion, new product roll-out, a change to a company’s organizational culture, re-organization, new company vision, or any type of change that involves going from a current state to a different future state.

To determine whether change adoption and enablement activities are successful, you need to track how impacted audience groups are reacting to, and adopting the new solutions.


Change Management Enablement & Adoption Metrics to Track


The key areas that need to be tracked, assessed, and measured to determine change successes are as follows:

  1. Change Management Activities
  2. User Adoption & Proficiencies
  3. Insights from Change Metrics & KPIs
  4. Change Management Plans

Continue scrolling down and reading this step-by-step guide, or click any of the links above to be taken directly to that section.

Organizational change management KPI metrics to measure


List of Change Management Metrics and KPIs

  • Communication effectiveness KPIs
  • Engagement effectiveness metrics
  • Stakeholder engagement KPIs
  • Metrics on training effectiveness and successes
  • Champion network effectiveness metrics
  • Leadership support & visibility metrics
  • Metrics on user awareness of the change
  • KPIs on receptiveness or resistance
  • Readiness for Go-Live metrics
  • Metrics on usage of new solutions
  • User proficiency KPIs
  • Overall user adoption metrics
  • KPIs on overall change reinforcement successes
  • KPIs on overall user experience and satisfaction

Let us know if you have any questions: Contact AGS (Airiodion Global Services).


WHAT TO TRACK & HOW TO TRACK


Don’t forget that you can use AGS’ Change Management KPI Measurement Dashboard for managing all aspects of your organizational change tracking, success monitoring, and reporting.


(1) CHANGE MANAGEMENT ACTIVITIES – METRICS


Brief Overview

This section covers the metrics and KPIs for the change management resource or team’s activities.

The goal of effective change management is to increase the success of a project, initiative, or organizational change. This is done through effective communications, stakeholder, and impacted users’ engagement, training, coaching, and change reinforcement to get impacted users to embrace and adopt the change.

To track the successes of the change management resource/team’s activities, you need to track whether the change management deliverables and plans are meeting their respective objectives.

For example, when you send a communication, a key objective of that communication might be to spread awareness and keep users informed about a change. Another objective might be to instruct users to perform one or more actions (test their access to a new solution, visit a page, etc.).

To track the success of your communication, you need to track whether users are getting the needed awareness or whether they are performing the required actions. If they are, then your communications are meeting their objectives. Measuring communication successes is a critical part of change management metrics that should be tracked.

When you engage with stakeholders, your aim is to increase stakeholder support for the change. As such, your change management success tracking should include the effectiveness of your engagement activities.

If you find that support hasn’t increased as you intended, it may require rethinking your stakeholder engagement strategy in order to get the desired outcome.

When you provide coaching and training, your aim is to equip impacted employees, managers, and customers with new skills and knowledge that will enable them to effectively use the new business solutions. As such, your change management success metrics should include the effectiveness of your training, leadership support, change reinforcement training, and coaching objectives and activities.

An increase in user change adoption has a direct correlation to the effectiveness of your change management activities. The more efficient your change management plans and activities are, the higher the rate of user change adoption. 

1a: Track Communication Effectiveness (Communication KPIs and Metrics)

What to Track?

    1. Internal Communication Metrics: Reach
      • Reach, which is also referred to as Open Rate, is tracking the number and percentage of people that are opening your email, newsletter, or other types of communication. To calculate your communication Reach, divide the # of opens by the # of email recipients. Is this number low, mid or high?
      • Open Rate is the most popular communication metric used by communication specialists and change practitioners. This KPI is very easy to understand and most communication tools provide this tracking feature. Do you want to determine how compelling your communication title and subject is? Open Rate is the communication metric to focus on.
    2. Internal Communication Metrics: Engagement
      • Tracking the Open Rate for your communication is great. But you need to do more. People can open and immediately close your email without reading it, and you’ll never know if you are not also tracking Engagement.
      • Engagement metrics demonstrate how communication recipients are interacting with your communications. Engagement metrics can help you identify which teams are the most engaged based on time spent viewing the communication (most communication tools have a “time spent on the email” tracking feature).
      • You can also track click-through rates: # of people that are clicking on the links within your communication. Easily see which teams and groups are clicking the most. Higher click-throughs mean more engagement.
      • With engagement tracking, you can also track how often the email was forwarded or shared. The higher the number, the higher your engagement success.
    3. Internal Communication Metrics: Outcomes
      • Tracking Outcomes involves tracking specific objectives you want users to perform or complete. For example, if you want users to log into a new CRM solution to test their access, you can state that on your communication and ask users to respond back with an “I have access” or “I do not have access.” When a high number of people are carrying out the required actions, your communication is reaching its Outcomes’ objectives. The higher the Outcomes, the higher the success of that communication.

How to Track?

    • If sending your communication via email, you should leverage the built-in tracking features provided by your email platform to track open rates, click-throughs, forwards, shares, etc. Most email platforms come with trackable features that allow you to track these open rates, click-through rates, etc.
    • Solicit feedback during meetings from communication recipients.
    • Ask change champions to ask their colleagues if they are aware of (and have read) the communication.
    • For a more formal approach, send out surveys, and try quantifying the survey with a scale of 0-10. For example, ask, “On a scale from 0 to 10, how engaging was the communication for you? With 0 being you did not open the email and 10 being you read and understood the message that the communication aimed to communicate.”
    • For Outcomes, track how well users are completing the actions or objectives they are being asked to complete. For example, if users are being asked to log into a new system and create a new account, how many of them are completing this task?

According to studies conducted by Prosci and other organizations, the lack of “Awareness about a Change” is the number one reason why people resist a change. As such, implementing an effective communication campaign to spread awareness will be a key factor to the success of your change program.

How do most Change Managers and Communication Specialists measure the success of their awareness communications? They send out surveys.

A great way to track the effectiveness of your communication campaigns is to draft and send out surveys and questionnaires to employees and managers that received your communication.

    • Your survey should include questions that gauge how aware these individuals are of the change and the communication messages. For example, one of the questions can be: On a scale of 1-5 with 1 being “I am Completely Unaware”, and 5 being “I am Fully Aware”, how aware are you of the change?
    • Below is another example of a survey questionnaire for tracking awareness and communication. Click here to obtain the AGS Change Management KPI Dashboard which includes downloadable survey templates that you can use for your project.

Change management survey and communication metrics and kpis for change management measurement

Other examples for tracking change management KPIs include meeting with selected managers and asking them directly how well their direct reports are reacting to the communications, and how aware they are of the change.

In addition, you should engage with change champions to get their input on “water cooler employee conversations” on the change, as well as having them pass direct end-user feedback to you. Examples of change management metrics to track with your change champions include getting feedback about what employees are saying about your change management communications:

    1. Do employees and managers feel your communications are too many, or not enough?
    2. Do they prefer more of specific types of communications?
    3. Would employees and managers like to receive these communications in a different manner from how the change team is providing them? (e.g., in a newsletter format versus email?)

In addition, when tracking communication engagement, you should track the number of questions, concerns, and feedback that are coming from end-users to gauge how well end users are interacting with your change or project communications.

Lastly, to recap what was mentioned above, another change management communication metric that you should track is the number of users that are opening and reading the awareness communications that you sent to gauge engagement with and also the effectiveness of the communications. Outlook and most email platforms provide you with the ability to track “Read” and “Open” activities.

1b: Track Engagement Metrics & KPIs 

What to Track & How to Track?

A lack of receptiveness to a change is another key reason why change and projects fail. As such, measuring change management effectiveness should include tracking the receptiveness (or resistance) to a change.

How do you measure receptiveness (or resistance) to a change? The best way is to get direct feedback from employees and managers, and also to engage with change champions.

Draft and send out surveys and questionnaires to measure receptiveness to the change, as well as how willing employees and managers are to support and participate in the change. Below is a sample survey to gauge engagement. Click here to obtain the AGS Change Management KPI Dashboard which includes downloadable survey templates that you can use for your project.

Change Management Survey Template - Measure of effectiveness - user adoption

      • An average score that ranges between 1 and 2 signifies low receptiveness and high resistance to the change.
      • A score between 2 and 3.5 signifies mid-range receptiveness to the change.
      • A score above 3.5 signifies high receptiveness and low resistance to the change.

A low or mid-range score signifies that a high level of change management will be needed to increase receptiveness and change adoption.

In addition, you should meet with managers to get their input on overall engagement levels for the project. Are their direct reports excited about the change? Are there concerns?

You should also engage the change champions to get their input on overall engagement levels for the project. Are their colleagues excited about the change? Are there concerns you should be aware of? 

And don’t forget to ask for and get direct feedback from users during 1-on-1 meetings, group meetings, open forums, workshops, and other engagement sessions to determine how well stakeholders and employees are providing their buy-ins and willingness to support and participate in the change.

Change Management Tracking Template & Dashboard

Make sure to also measure the following engagement metrics:

  • Leadership support for the change
  • Sponsors’ level of involvement and advocacy for the change
  • Level of support you are getting from change champions

Why is it important to track these stakeholders? A high level of support, involvement, and engagement from leadership, sponsors, and change champions will have a direct correlation to the success of your end-user adoption and enablement. 

Users look to the leaders during a time of change, and if the leaders of impacted groups are not supportive of the change, then their direct reports will not be receptive to the change either. 

Communication methods & measures and effectiveness of training
AGS Change Adoption Metrics, Templates, and Dashboard

1c: Track Coaching KPIs and Training Metrics

What to Track & How to Track?

Follow the steps below to track change management training and coaching activities.

Tracking these particular change metrics and change KPIs will allow you to quickly determine how well end-users are adapting and learning to use the new solutions and processes.

    • Measure the relevance and usefulness of the training via surveys, questionnaires, or talking to learners during and after the training to collect their feedback. Topics to cover:
      1. Was the course content relevant and easy to follow?
      2. Ask questions about what was learned, as well as key takeaways.
      3. At the end of this assessment, you should have a good understanding of how well the training was received and determine any gaps in the training content.
    • Measure the knowledge and skills gained by learners as a result of the training. To measure this level, you can use a combination of metrics such as:
      1. Test scores during and after the training
      2. COLT scores
      3. Course completion and certification
      4. Supervisor report and feedback
      5. At this stage of evaluation, you should be able to determine if the training is meeting its set objectives.
    • After Go-live, make sure to follow-up with trainees to measure how the training has impacted each learner’s performance using:
      1. Self-assessment questionnaires
      2. Informal feedback
      3. Focus groups
      4. On-the-job observation
      5. Job performance key performance indicators (KPIs)
      6. Customer surveys, comments, or complaints

Sample Questionnaire for Gauging Training Efficiencies

Organizational Change Managment Survey and Questionnaries for training effectiveness-min

Obtain the AGS Change Adoption Metrics, Templates, and Dashboard and download this training survey template.

Change management metrics examples

Training change management KPI examples


change management tracking
 Change Manager Viewing Change Tracking Plans & Metrics


Let us know if you have any questions: Contact AGS (Airiodion Global Services).


(2) USER ADOPTION & PROFICIENCIES KPIs


Brief Overview

To increase change adoption and the success of a project, program, or transformation initiative, your change management efforts should involve tracking and measuring user adoption change management metrics and proficiency KPIs.

A user generally goes through the stages outlined below during their transition from their current state to a desired future state:

  • Stage 1: Initial Stage (Has a Lack of Awareness about the Change)
  • Stage 2: Gains Awareness
  • Stage 3: Resists or Questions the Change
  • Stage 4: Accepts the Change
  • Stage 5: Learns New Skills & Knowledge for the Change
  • Stage 6: Builds Proficiency
  • Stage 7: Sustains the Change

The Change Curve - Airiodion Global Services

What to Track & How to Track?

2a: Measure Readiness for the Change:

  • Track access to new systems, solutions, processes, policies, etc. Email impacted groups and ask them to test their access.
  • Track that everyone has access.
  • Remind impacted groups of where they can find help or additional resources. Track how often people are coming back with questions. An increase in the number of questions means additional enablement needs to be provided before Go-live.
  • Survey impacted groups to determine their readiness: obtain the AGS User Adoption Toolkit & Dashboard, which includes a “Readiness for a Change Survey” template that you can send.

Sample Survey for Change Readiness

Survey Questionnaire to Gauge Readiness for a Change-min

2b. Track Post Go-Live (System, Tool, or Technology) Behaviors

  • Track the number of log-ins per day (Are the numbers up? Down?)
  • Track which modules/sections within the platform users are clicking on.
  • Review and measure usage and utilization reports, radar/ticket raised, incident reports, compliance and adherence reports.
  • Directly observe behavioral change and adherence to deadlines.
  • Review the project team’s Project KPI, metrics, and measurements to identify how users are meeting these project management metrics.
  • Track the number of users that are utilizing the Help Process.
    • A Help Process can be as simple as an email distributor that users should send an email to when they need help or have questions.
    • A Help Process can also include office hours and support calls.
    • In general, a Help Process is any virtual or in-person process that is created for users to seek help or support.
  • Track the number of frequently asked questions being asked. Provide answers to these questions using an online FAQ page that is accessible by all end-users.
  • Send out surveys, speak with managers, or ask change champions to track user proficiency in using the new tool. 
  • Send out surveys asking people to rate their overall transition to using the technology, platform, tool, or solution, and enter the results in the Overall User Transition & Adoption Rating column of your AGS Change Management Metrics & KPI Tracking Template.

Survey Questionnaire to Gauge Adoption of a Change-min

Sample Survey – AGS Change Mgt Toolkit

2c. Measure Post Go-Live (Process, Policy, Culture, and Other) Behaviors

  • Track how well users are implementing and using the new processes or policies (send surveys, directly ask users, get feedback from change champions on what they are seeing at the grassroots level, etc.,)
  • Send out surveys to track how effectively users are adapting to the new culture, role, skill, or organizational strategy change
  • Track the number of frequently asked questions being asked about the new process, policy, culture, or other change. Provide answers to these questions using an online FAQ page that is accessible by all end-users
  • Observations of behavioral change and adherence to deadlines
  • Review the project team’s Project KPI, metrics, and measurements to identify how users are meeting project metrics
  • Send out surveys asking people to rate their overall transition to using the new process, tool, policy, culture, etc., and enter the results in the Overall User Transition & Adoption Rating column of your AGS Change Management Metrics & KPI Tracking Template.

Let us know if you have any questions: Contact AGS (Airiodion Global Services).


(3) ASSESS INSIGHTS FROM METRICS & KPIs


At the end of the day, all of the metrics and KPIs discussed in the sections above are irrelevant if you are unable to gain insights from them. 

A key component of effective measurement involves assessing the change management metrics and KPIs to identify trends and key insights. Are the metrics pointing in the right direction or are they showing signs that your change deliverables are not being very successful in increasing change adoption?

For example, when measuring awareness and receptiveness to change metrics and KPIs, you want to assess the overall average scores.

    • An average score that ranges between 1 and 2 signifies low receptiveness and high resistance to a change.
    • A score between 2 and 3.5 signifies mid-range receptiveness to the change.
    • A score above 3.5 signifies high receptiveness and low resistance to the change.

What to Do:

    • A low or mid-range score signifies that a high level of change management will be needed to increase receptiveness and change adoption. As such, you will need to pivot or modify your change management activities to resolve negative trends.
    • In a case of high resistance, your change management activities should involve getting more leadership and change champion involvement with impact groups to help transition those groups from high resistance to low resistance or being receptive to the change.
    • In addition, you might need to conduct more in-person engagement, targeted communications, and other enhanced change deliverables with the resisting groups to reduce resistance and increase receptiveness.

Something else you will need to assess when reviewing your change management KPIs is the overall user experience metric. 

Change management KPI examples – User experience 

Change management success metrics - How to measure change management

User Adoption & Experience: How well are your overall user adoption and overall experience metrics performing? Are you seeing a high level of user adoption? If so, it means your change management activities have been successful. What if your adoption metrics are showing low adoption? For example, in the illustration below, the HR Group Culture Change Program is seeing very low adoption with very poor user experience.

What to Do: In a situation where you are seeing poor adoption rates, you will need to reevaluate and modify your change management strategies. Part of this reevaluation should be to find out why adoption rates are poor. If you don’t know the “Why,” you can’t properly address the problem.

Change management KPI examples – overall user adoption

Change adoption metrics

Communications: What insights are you gleaning from your communication KPI metrics? Are you seeing a high performance of your communication activities and deliverables? Are your communications being received and read? Are users engaging with your communications? Are you seeing the expected outcomes?

What to Do: In situations where you are seeing low communication reach, engagement, and outcomes, you should re-evaluate your communication messages, delivery mechanisms, and objectives. Are you just using email to send your communication? If so, you should consider also having leadership send out the communication, having change champions review your communication message and provide feedback, have managers waterfall down the communication to their direct reports, etc.

Change management metrics examples – communication KPIs

Project management change metric, measurement and KPIs

Training: If your training metrics are showing a positive performance then it’s a great sign that your training delivery, program, and curriculum are being successful. And if you are seeing low or mid-range measurements, then you will need to reevaluate your training program and delivery.

Make sure to speak with trainees, change champions, managers, and other stakeholders to identify the issues and what needs to be resolved to increase training performances.

Training performance metrics examples

Defining metrics for change management

AGS Change Management Metrics Dashboard
for measuring, tracking, and reporting on your project management user adoption and change management activities.

Organizational change management user adoption dashboard and template analytics


(4) CHANGE MANAGEMENT PLAN DELIVERY METRICS


The section below provides an overview of change management plans and deliverables that should be designed, developed, and implemented to drive the adoption of an organizational change. 

Unlike section #1 above, which covered the process for tracking change management activities, this section covers the development and delivery aspect of a change management program.

To ensure an effective change implementation, you should track the development and delivery of these change management plans. 

Organizational change management measurement, KPIs, metrics-min

Change Management Plan Tracking

At the beginning of the change program, when planning out your change management and program management strategies, it is a best practice to develop your change management roadmap, which is nothing more than a list of change deliverables and sequencing of when these deliverables will be implemented and completed.

Note: A change management roadmap is often referred to as a change management plan. 

Below is an example of a change management roadmap. 

As the project progresses, you should track how well you or the change management team are delivering the change management plan. Are you successfully delivering these plans according to schedule? Or are you running into delays and missed milestones? This allows you to more effectively measure your change management performance, and track those areas that need to be improved.

Track and report out on your plan implementation progress to the program management team, sponsors, steering committee, and any other key stakeholders that need to be updated on your change management efforts.

Click here for downloadable Change Management Roadmap templates.

Below is a quick overview of key change deliverables that change management teams often need to implement. For a more detailed list of each change plan and deliverable that can be completed, click to view this page: Change Management Resource Center.

Change Management Deliverables to Increase Awareness of the Change & Build User Buy-in

  1. Draft communication plans and deliverables to:
    • Educate employees and impacted customers on the program (why we are changing, why now, risk of not changing, benefits, and other awareness information (emails, newsletters, internal social media, blogs, etc.)
    • Build employee desire to support the program
  2. Develop engagement plans and deliverables to engage with employees and managers via workshops, town halls, roadshows, meetings, 1-on-1s, webinars, and other channels to communicate the impacts to their existing processes and legacy solutions, and to build desire and support
  3. Create engagement strategies and plans for soliciting change champions, managers, sponsors, and key stakeholders for their help in cascading communications, and engaging with end-users to facilitate understanding, buy-in, and support for the change

In case you clicked on a link and was brought directly to this section of this article, make sure to scroll up to see section #1 above that provides change management metrics’ examples and trackable KPIs that you can use to gauge the successful delivery of your change management plans/activities. Or click here: Change Management Activities’ Metrics.

Change Management Deliverables to Increase Knowledge, Proficiency, and Change Sustenance

  1. Design, develop and execute training programs for training end-users
  2. Ensure opportunities are in place (e.g., a test environment, materials, online educational resources) for employees to practice and learn at their own pace
  3. Create a plan for following up with end-users to provide coaching or additional training, as needed
  4. Create a plan for a “Help System Network” (e.g., help desk subject matter experts, support team, points of contacts, and a change champion network) that employees can use for seeking help or making enhancement requests
  5. Develop a change plan for celebrating quick wins, individual efforts, and program successes

Types of Organizational Changes, Projects, & Initiatives to Track?

What are the various types of change initiatives that should be tracked using the change management KPI metrics presented on this page?

Below is a sample list of different change initiatives that require change management and effective tracking of end-user change adoption.

  • Organizational changes:
    • Corporate change
    • Business change
    • Departmental change
    • Governmental change
    • Non-profit organization change
    • Social change
    • Changes within an educational institution
    • Healthcare restructuring
    • and many more
  • New process changes
  • Technology solution changes
  • Upgraded/enhanced processes
  • Culture changes
  • CRM/ERP/Business/Finance/HR/Operational system integrations
  • HR transition
  • Mindset/skillset changes
  • Post M&A integration
  • Social or economic changes
  • New product launch
  • Business expansion
  • And any kind of organizational change

Change Management KPI Metrics in ITIL

ITIL change management metrics for software and other technology-centric developments are centered around “what does success look like,” which is known as Critical Success Factors (CSF).

ITIL Change Management KPIs are a list of things that need to be successful for a process to be considered successful. When tracking the success of an ITIL change implementation you want to track one or more KPIs from the following list.

  1. Reduction in the number of unauthorized changes
  2. Reduction in the change requests backlog
  3. Reduction in the number of changes rejected due to any reason
  4. Reduction in the percentage of unauthorized implemented changes in a given period. What is an unauthorized implemented change? This is when a change has been developed and implemented without an authorized change request
  5. Reduction in the percentage of failed changes
  6. Reduction in the number of incidents caused by changes
  7. Increase in overall change success rate
  8. Increase in the overall percentage of the total number of closed emergency changes in a given period
  9. Reduction in the number of service downtime caused by changes
  10. Reduction in the number/percent of unplanned/emergency changes
  11. Reduction in the average time needed to implement changes
  12. Increase in the number of successful changes implemented in a particular time frame
  13. Increase in the number of successful changes implemented without accident

The IT Key Performance Indicators (KPIs) table below published by Micro Focus provides a great summary of ITIL metrics that you should take into consideration when tracking the success of your technology changes and change requests.

Key performance indicators for Change Management - IT

And here is another table from ITIL® Process Map that you can leverage.

Key Performance Indicators for Change Management from the ITIL Process Map.

ITIL KPIs Change Management


AGS Change Management & User Adoption KPI Dashboard

Organizational change management user adoption dashboard and template analytics


How do you measure effective change management?

The best ways to measure change management effectiveness are: Change Management Plans (Design, Develop, and Deliver), Change Management Activities (Communications, Training, Engagement), User Adoption (User Experience, Receptiveness, Proficiencies, and Assess Metrics & KPIs for Insights.

How to measure success of change management

There are various ways for measuring the success of your change management programs. The most common is to track your communications, training, stakeholder engagement and change adoption metrics and KPIs.

What are the KPIs of change management?

Organizational change management KPIs and Metrics include tracking the awareness of your communications amongst your communication target audience groups, as well as tracking training success KPIs and engagement metrics. Other KPIs include how often people are using a new system or process


We hope this comprehensive guide on the best change metrics and KPIs for measuring change management has been useful for you.

Practitioners often forget to track change management key performance indicators. But, without tracking these change KPIs, you will miss key insights on the effectiveness of your change management deliverables. 

Let us know if you have any questions: Contact AGS (Airiodion Global Services).


Authors: Ogbe Airiodion (Senior Change Management Lead) and Francesca Crolley (AGS Cloud Content Producer)
Content on Airiodion Global Services (AGS)'s Airiodion.com website is copyrighted. Questions? Contact Airiodion Global Services (AGS) .

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