Top 10 Knowledge Base Metrics to Measure

By Neeraj Shukla | Last Updated on November 7th, 2023 2:05 pm

Improving knowledge base performance through well-defined Key Performance Indicators (KPIs) is indeed crucial for enhancing customer support and overall business efficiency. By setting specific KPIs to benchmark your knowledge base’s performance, you gain valuable insights into its effectiveness. This data-driven approach enables you to identify areas that need improvement, reduce customer inquiries, and streamline support processes. From content quality assessments to optimizing search functionality and analyzing user feedback, these knowledge base KPIs empower you to fine-tune your knowledge base continuously. As a result, you not only enhance the user experience but also save time and resources while delivering more effective support solutions to your customers. Here are some knowledge base metrics to help achieve better performance:

1. Search Usage

Search Usage refers to the frequency with which users utilize the search function within your knowledge base. It measures how often users turn to the search bar to find specific information or answers to their queries. This metric is crucial because it indicates whether users can easily locate the information they seek. A high search usage rate suggests that users are actively seeking answers within your knowledge base.

Interpretation:

• A steady or increasing search usage rate is a positive sign, as it shows that users are engaging with your knowledge base actively.
• However, a sudden spike in search usage may indicate that users are struggling to find information through navigation alone, which could be a usability issue.

Actionable Insights:

• Pay attention to the most commonly searched keywords and phrases to identify topics that may require more prominent placement in your knowledge base.
• Continually optimize your search functionality to deliver accurate and relevant results.
2. Conversion Rate

Conversion Rate in the context of a knowledge base measures how often users find answers within the knowledge base and avoid contacting customer support or submitting support tickets. A high conversion rate indicates that your knowledge base effectively serves its purpose by resolving user queries, reducing the workload on your support team, and potentially saving costs.

Interpretation:

• A rising conversion rate is a positive sign of knowledge base effectiveness.
• A declining conversion rate may signal issues with content relevance or accessibility.

Actionable Insights:

• Analyze the types of queries that lead to conversions and prioritize content creation or updates accordingly.
• Continuously monitor conversion rates and conduct user surveys to identify opportunities for improvement.
3. Click-Through Rate (CTR)

Click-through rate measures how often users click on links to related articles or resources within your knowledge base. It reflects the effectiveness of your interlinking strategy. A higher CTR indicates that users are actively exploring your knowledge base and finding value in the additional resources you provide.

Interpretation:

• A rising CTR suggests that users are interested in exploring related topics or articles.
• A declining CTR may indicate that your interlinking strategy needs adjustment or that related content is not relevant.

Actionable Insights:

• Optimize article interlinking by including relevant links within articles.
• Review the performance of linked articles and refine your interlinking strategy based on user behavior.
4. User Searches Without Clicks)

User Searches Without Clicks tracks how often users perform searches within your knowledge base but do not click on any search results. This metric can highlight issues with search result relevance or content visibility. A high rate of searches without clicks indicates that users are not finding the information they need based on their initial search query.

Interpretation:

• A decreasing rate of searches without clicks indicates that users are finding relevant information.
• A persistently high rate may suggest problems with search functionality or content organization.

Actionable Insights:

• Analyze the keywords or phrases that result in searches without clicks and assess the relevance of the search results.
• Continuously improve search functionality, refine metadata, and optimize content organization to enhance search result relevance.
5. Customer Satisfaction (CSAT) Score

Customer Satisfaction (CSAT) Score measures user satisfaction with the knowledge base experience. Users are typically asked to rate their satisfaction on a scale after interacting with the knowledge base. CSAT Score provides direct feedback on how well your knowledge base meets user expectations and needs.

Interpretation:

• High CSAT scores indicate that users are satisfied with the knowledge base and its ability to provide answers.
• Low scores signal dissatisfaction and suggest areas for improvement.

Actionable Insights:

• Use CSAT feedback to identify pain points and areas for improvement in the knowledge base.
• Continuously monitor CSAT scores and strive for consistent improvement in user satisfaction.
6. Ticket Deflection Rate

Ticket Deflection Rate measures how often users find answers in the knowledge base and, as a result, avoid contacting customer support or submitting support tickets. A high ticket deflection rate demonstrates that your knowledge base effectively reduces the workload on your support team, leading to cost savings and improved efficiency.

Interpretation:

• An increasing ticket deflection rate is a positive sign that the knowledge base is fulfilling its role in self-service support.
• A decreasing rate may indicate that the knowledge base needs more comprehensive content or better visibility.

Actionable Insights:

• Identify the types of queries that are most successfully deflected and prioritize content creation or updates in those areas.
• Continuously track ticket deflection rates and aim for consistent improvements in support efficiency.
7. Time on Page

Time on Page measures how long users spend on individual knowledge base articles. Longer dwell times generally indicate that users are engaging with the content. Time on Page provides insights into the depth of user engagement. It can help you understand if users are thoroughly reading articles or just skimming through.

Interpretation:

• Longer time on the page suggests that users are finding the content valuable and are spending time digesting the information.
• Very short times may indicate that users are not finding the information they need or that the content is not engaging.

Actionable Insights:

• Analyze articles with unusually long time-on-page metrics to identify what makes them engaging.
• For articles with very short times, consider improving content clarity and relevance to better meet user needs.
8. Bounce Rate

Bounce Rate measures the percentage of visitors who leave your knowledge base after viewing only one page. A high bounce rate may indicate that users aren’t finding the information they need or that the content is not engaging enough to retain their interest. Bounce rate is a crucial metric for assessing the effectiveness of your knowledge base in retaining user interest and providing relevant information.

Interpretation:

• A high bounce rate suggests that users are not finding what they need or that your content is not engaging.
• A low bounce rate indicates that users are navigating through multiple articles and finding value in their knowledge base.

Actionable Insights:

• Review the content and structure of pages with high bounce rates.
• Ensure that articles have clear, concise, and engaging introductions to encourage users to explore further.
9. Pages Viewed Per Session

The metric “Pages Viewed per Session” measures the number of pages a user interacts with during a single visit or session on your knowledge base. It indicates how deeply users are exploring your content during a single visit. This metric is essential because it provides insights into the extent to which users are engaging with your knowledge base. Higher numbers of pages viewed per session generally indicate active exploration and a higher level of user engagement.

Interpretation:

• Users viewing multiple pages per session are likely seeking comprehensive information or answers to multiple queries, which suggests that they find your content valuable.
• If most visitors view only one page during their session, it may indicate that they quickly found what they needed or that they became frustrated and left without exploring further.

Actionable Insights:

• Analyze the content or topics that encourage users to navigate through multiple pages, and consider emphasizing or expanding on those topics.
• For sessions with a single-page view, assess the content on the landing page to ensure it addresses common user queries effectively
10. User Feedback Trends

User Feedback Trends involve tracking trends in user feedback, such as ratings, comments, or feedback surveys, over time. This metric focuses on understanding how user sentiment and feedback evolve as your knowledge base content changes. Monitoring user feedback trends provides insights into the impact of content updates or changes on user satisfaction and perception of your knowledge base.

Interpretation:

• Observe changes in the frequency and nature of user feedback over time. Are there spikes in positive or negative feedback following specific updates or changes? Look for patterns in feedback related to content quality, relevance, or usability.

Actionable Insights:

• Use feedback trends to assess the success of recent knowledge base initiatives or content updates.
• Continuously incorporate user feedback into your knowledge base improvement strategy to align content with user needs and expectations.

Conclusion

Using these knowledge base KPIs as your foundation, embark on a thorough evaluation of your knowledge base to pinpoint areas ripe for improvement. Identify any bottlenecks, gaps, or inefficiencies, and take proactive measures to update and optimize your knowledge base accordingly. By consistently tracking and assessing your knowledge base’s performance, you create a data-driven feedback loop that fuels ongoing improvements. The result? A knowledge base software created with no-code development platform evolves to meet your customers’ needs, providing fast and efficient self-service solutions. This, in turn, delights your customers, fosters their loyalty, and transforms them into long-term, enthusiastic advocates of your brand. With continuous improvement as your compass, your knowledge base becomes a powerful asset for both your business and your customers.