KEY PERFORMANCE INDICATORS (KPIs)

I. Website Performance & Availability:

1. Uptime: Percentage of time the website is operational and accessible (target: 99.99%). This is a fundamental measure of website reliability. Benchmark against leading universities’ uptime.
2. Page Load Speed: Average time to load a page (target: under 2 seconds). This KPI directly impacts user experience. Benchmark against competitor universities and industry averages for higher education websites.
3. Time to First Byte (TTFB): Time taken from user request to receiving the first byte of data (target: under 200 milliseconds). This reflects server response speed. Benchmark against industry best practices for fast-loading websites.
4. Website Traffic: Total number of monthly visits (target: Specific, measurable target based on current traffic and growth projections). This indicates website reach and engagement. Benchmark against similar-sized universities and growth trends in higher education.
5. Bounce Rate: Percentage of visitors who leave after viewing only one page (target: below 40%). This KPI assesses user engagement. Benchmark against best practices for higher education websites.
6. Average Session Duration: Average time spent per visit (target: increase year-over-year). A longer session shows higher user engagement. Benchmark against competitor university websites.

II. User Experience (UX) & Engagement:

1. User Satisfaction Score (e.g., Net Promoter Score – NPS): Measures user loyalty and satisfaction (target: score of 70 or above). This is a crucial measure of overall user experience. Benchmark against industry standards for user satisfaction in higher education.
2. Conversion Rate: Percentage of visitors completing a desired action (e.g., form submission, event registration) (target: Specific, measurable target based on desired actions). This KPI assesses the effectiveness of website calls to action. Benchmark against competitor universities’ conversion rates on similar activities.
3. Mobile Compatibility: Percentage of mobile traffic with a positive user experience (target: 95% or higher). This ensures accessibility across devices. Benchmark against industry standards for mobile responsiveness.
4. Accessibility Compliance: Adherence to WCAG (Web Content Accessibility Guidelines) standards (target: AA or AAA compliance). This guarantees accessibility for users with disabilities. Benchmark against leading universities’ accessibility scores.

III. Security & Reliability:

1. Security Incidents: Number of security breaches or vulnerabilities identified and addressed (target: zero). This ensures the website’s security and integrity. Benchmark against leading universities’ reported security incidents.
2. Error Rate: Percentage of failed requests (target: below 1%). This KPI indicates system stability and reliability. Benchmark against industry best practices for website error rates.
3. Bug Resolution Time: Average time taken to resolve reported bugs (target: within 24 hours for critical issues). This measure assesses responsiveness to technical issues. Benchmark against industry average for bug resolution time.
4. Downtime Costs: Financial impact of website downtime (target: minimize). This highlights the importance of uptime and the associated costs of downtime. Benchmark against the industry average cost of downtime for comparable websites.

IV. Content & SEO:

1. Content Freshness: Percentage of website content updated within a specified timeframe (e.g., 6 months) (target: 80% or higher). This KPI highlights the quality and timeliness of content. Benchmark against competitor universities’ website content update frequency.
2. Search Engine Ranking (SERP): University’s ranking on search engines for relevant keywords (target: improvement year over year). This measure assesses the website’s visibility. Benchmark against competitor universities’ rankings on major search engines.
3. Social Media Engagement: Number of followers, likes, shares, and comments on the university’s social media pages (target: specific, measurable growth). This indicates engagement on social media platforms. Benchmark against competitor universities’ levels of social media engagement.

V. Collaboration & Efficiency:

1. Cross-Unit Collaboration: Number of successful collaborations with other COMSIT units (target: increase year-over-year). This demonstrates effective integration within COMSIT.
2. Project Completion Rate: Percentage of web development projects completed on time and within budget (target: 90% or higher). This measure assesses project management effectiveness.
3. Staff Training & Development: Number of staff members trained on new technologies or skills (target: Specific, measurable target based on training needs). This shows a commitment to ongoing professional development.