As you might know by now, adding Gamification to your business strategy will offer customers and employees a sustainable level of motivation, and will help them reach a higher level of engagement, so that they use your application or service more. To measure the success of your Gamification program, you must first define a set of key performance indicators (KPIs).
Choosing the right set of KPIs to track is essential for Gamification success. First of all, KPIs are important in defining the game mechanisms deployed to the digital experience. Second of all, KPIs will help you assign a monetary value to the gamification program and measure its ROI.
Independent from your business goals, it is important to create a distinction between process KPIs and performance KPIs. A process KPI is the behavior you’d like to change through Gamification. For instance, your goal might be to increase the quality of the data your sales team inserts into the CRM system, so that in turn you can improve the accuracy of the sales forecasts. In this case, a process KPI can impact a performance KPI, and result in more sales.
In marketing, Gamification can help in the various stages of the conversion funnel. Take this technique into account when you define your customer loyalty strategy. For example, in most gamification strategies applied to digital applications, conversion is one of the main aspects to monitor, and thus it will be one of the KPIs you want to track.