Faced with the growing adoption of intranet solutions in companies, it is becoming crucial to monitor key performance indicators (KPIs) to assess their impact. Whether you are a manager or an internal communication manager, these KPIs offer you valuable data to measure the effectiveness of your intranet, especially on essential aspects such as employee satisfaction, engagement and productivity. By identifying the right KPIs, you can adjust your strategy to maximize the impact of the intranet and strengthen collaboration within your organization. Discover 15 key KPIs to achieve these goals.
The adoption rate is one of the first indicators to observe when launching a new intranet solution. This KPI assesses the initial commitment of employees to use the platform. It is crucial because an intranet that is welcomed as soon as it is deployed is more likely to become an essential collaboration tool in the long term. It is therefore essential that the Intranet be perceived as a useful solution as soon as it is integrated.
Why is it important?
If your employees don't activate their accounts or don't log in very often, this may indicate that the Intranet is not perceived as a relevant tool for their daily work. On the contrary, a high adoption rate shows that the Intranet fits well into the teams' routine, which is a first indicator of success.
How do you measure it?
Once initial adoption is ensured, it is essential to closely monitor the connection rate and frequency of use of the intranet. It's not just about knowing if employees are connecting, but measuring how often and how regularly they return to the platform. A high connection rate testifies to the integration of the Intranet into teams' work habits, which promotes fluid communication and effective collaboration.
Why is it important?
Even after initial adoption, it is crucial that employees continue to use the Intranet regularly. A low connection rate could indicate that the intranet is not perceived as useful or that users are having difficulty navigating or using its features. It can also indicate a lack of updates or engaging content to encourage users to return.
How do you measure it?
The average time spent on the Intranet during each session is a valuable indicator for understanding how users interact with the platform. The longer this time, the more likely it is that employees are finding the Intranet useful for completing tasks, accessing information, or collaborating with colleagues. This indicator also reflects the quality of the user experience and the relevance of the content offered.
Why is it important?
If employees spend little time on the intranet, it could mean that they can't find what they need or that the platform isn't engaging enough. Conversely, a higher average time per session suggests that the Intranet is used for a variety of activities: accessing information, collaboration, document management, etc. It is also a good indicator of the fluidity and intuitiveness of the interface, allowing employees to navigate easily.
How do you measure it?
The user contribution rate measures the involvement of employees in creating and sharing content on the Intranet. This includes actions such as posting articles, comments, or reacting to posts. This KPI is essential for evaluating the level of user engagement in the company's digital life and internal communication. The more employees contribute, the more they become active members of the corporate community.
Why is it important?
A successful intranet should not be limited to distributing information in a top-down manner (from the company to employees), but should also offer a space for active contribution. A high contribution rate shows that employees are using the Intranet to exchange, share ideas, and actively collaborate, improving cross-functional communication, increasing engagement, and creating a more participatory corporate culture.
How do you measure it?
Employee satisfaction is an essential qualitative KPI for evaluating the effectiveness of the intranet. It makes it possible to understand the overall experience of users: do they find the platform useful, pleasant to use, and adapted to their professional needs? A successful intranet should not only facilitate communication and collaboration, but also provide a positive experience that stimulates employee engagement. High satisfaction is often linked to better productivity, increased staff retention, and increased engagement.
Why is it important?
A low level of satisfaction can reveal problems with the user interface, inadequate functionalities, or poor integration of collaborative tools. A regular assessment of employee satisfaction makes it possible to identify points of friction and to make the necessary adjustments. This ensures that the intranet stays in line with the expectations and needs of users.
How do you measure it?
The participation rate in internal communications makes it possible to measure the effectiveness of messages distributed via the intranet, whether they are newsletters, announcements or important updates. This KPI assesses whether employees open, read, and interact with these communications, providing a key indicator of the quality of your organization's internal communication. It also makes it possible to check whether the essential information is well disseminated and understood by all.
Why is it important?
A low engagement rate may indicate that your internal communications aren't getting enough attention, or that the content isn't perceived as relevant. Ensuring that your messages actually reach their intended audience is critical, especially when they contain information that is important for productivity or compliance.
How do you measure it?
Document access rate is a KPI that measures how well employees access critical resources stored on the Intranet, such as manuals, internal policies, or other documents that are useful on a daily basis. This indicator makes it possible to assess whether the intranet functions as a real library of resources and if key information is accessible and used by teams.
Why is it important?
A low consultation rate may indicate that important documents are not sufficiently highlighted or that the organization of resources on the Intranet is not optimal. It can also mean that users are struggling to navigate effectively to find the information they need. A high consultation rate, on the other hand, shows that employees use the intranet to access the necessary documents, thus promoting efficiency and productivity.
How do you measure it?
The KPI for resolving problems via the intranet assesses the ability of users to solve problems or submit requests directly on the platform, using tools such as discussion forums, knowledge bases, or ticket systems. This KPI is an essential indicator of the effectiveness of the intranet as an internal support platform, allowing employees to quickly access help without having to contact the IT or HR department.
Why is it important?
If employees can resolve issues quickly via the intranet, the waiting time for IT or HR responses decreases, increasing overall productivity. A well-organized internal support system — with a forum or centralized ticket system — makes it possible to respond to requests effectively, while minimizing work interruptions. It also indicates that the Intranet is well adopted as a central point of contact for support needs.
How do you measure it?
With the rise of hybrid and remote working, user mobility has become an essential KPI for evaluating the accessibility of your intranet. This KPI measures the proportion of connections made from mobile devices, such as smartphones and tablets, compared to overall connections. It allows you to check if your employees can use the Intranet effectively, whether they are on the go or working from home. An intranet optimized for mobility ensures that employees stay connected and productive no matter where they are located.
Why is it important?
If part of your teams work remotely or travel often, it is essential that the intranet is easily accessible from mobile devices. A high mobile connection rate indicates that your platform is well adapted to new ways of working, which promotes responsiveness and collaboration. On the other hand, a low rate of mobile connections can signal accessibility or usability problems on mobile.
How do you measure it?
One of the key objectives of a successful intranet is to centralize internal communications to reduce the overload of e-mails exchanged within the company. The reduction rate of internal emails is therefore an essential KPI to assess whether your intranet is effectively replacing email exchanges, by bringing together announcements, discussions, and important information. An intranet that significantly reduces the volume of emails lightens employee inboxes, improves the organization of information, and promotes more fluid and structured communication.
Why is it important?
A high volume of internal emails can lead to wasted time, inefficient information organization, and cognitive overload for employees. If your intranet is designed to centralize these exchanges (announcements, collaborations, support requests, etc.), a significant drop in emails indicates that the intranet is fulfilling its role well. It can also increase employee engagement by making information more accessible and less scattered.
How do you measure it?
The reading and opening rate is a key indicator to assess the effectiveness of the dissemination of internal communications on the Intranet. This KPI allows you to know if your articles, newsletters or other important content reach their target audience and are actually read by employees. A high rate indicates that your messages are well received and that the Intranet is a preferred communication channel. Conversely, a low rate could indicate a lack of interest or low visibility of publications.
Why is it important?
The success of an intranet is largely based on its ability to disseminate important information to all employees. If internal communications are not read, it can cause misunderstandings or delays in applying new guidelines. Tracking this KPI makes it possible to verify that employees are informed and engaged, and to adjust your communication strategy if necessary.
How do you measure it?
Mobile usage is a key indicator that measures whether your employees access the Intranet from their mobile devices. In a context where remote work and hybrid work are becoming the norm, this KPI makes it possible to check whether the intranet is sufficiently accessible and optimized for use on smartphones and tablets. Good mobile accessibility ensures that employees stay connected and able to interact with the platform, even outside the office, increasing flexibility and work efficiency.
Why is it important?
A high mobile usage rate is crucial for businesses whose teams work remotely or in the field. If your employees can easily access the intranet from their mobile, it promotes their productivity and their ability to collaborate in real time, regardless of their location. A low rate could indicate that the Intranet is not well adapted to mobile devices or that employees have not yet integrated it into their habits.
How do you measure it?
The employee turnover rate is a key KPI for measuring the impact of the intranet on employee satisfaction and their commitment to the company. A successful intranet promotes better communication, simplifies access to information, and improves the overall work experience. These elements can help reduce turnover by strengthening a sense of belonging and motivating employees to stay with the company.
Why is it important?
A high turnover rate may indicate issues with company culture, communication, or employee engagement. By increasing job satisfaction through an effective intranet, you limit voluntary departures, thus reducing the costs of recruiting and training new employees. A low turnover rate is also synonymous with better talent retention and continuous team effectiveness.
How do you measure it?
Employee productivity is an essential indicator to assess the direct impact of the Intranet on workplace efficiency. A well-designed intranet reduces time spent on repetitive tasks, looking for information, or tedious administrative processes. This KPI makes it possible to determine if the intranet simplifies workflows and thus contributes to increasing the overall productivity of teams.
Why is it important?
Increased productivity thanks to the Intranet shows that employees can work more efficiently, with fewer interruptions and lost time. This results in better time management, fewer errors, and improved work quality. A powerful intranet centralizes information, allows for faster communication, and strengthens collaboration, reducing friction in daily tasks.
How do you measure it?
Turnover is a KPI that can be positively influenced by a successful intranet. By facilitating communication and collaboration between teams, especially sales teams, the intranet helps to speed up sales processes. It improves the sharing of information, reinforces responsiveness in lead management and optimizes the coordination of sales teams. These improvements can lead to a direct increase in sales and, as a result, an increase in sales.
Why is it important?
A well-designed intranet optimizes workflows and information flow, allowing sales teams to better seize opportunities. By giving teams the ability to work more closely and access information in real time, the Intranet not only improves productivity, but also the quality of customer interactions. This can lead to increased sales, increased customer loyalty and, ultimately, higher sales.
How do you measure it?
By following these 15 KPIs, you will have a clear and detailed vision of the effectiveness of your intranet, its impact on your employees and its return on investment. These indicators measure critical aspects of intranet adoption, from employee satisfaction to productivity and business performance. Use this information to adjust your internal communication strategies, optimize the use of your intranet, and maximize its adoption. By constantly improving these aspects, you will increase the productivity of your teams, their commitment and, ultimately, the overall performance of your organization.