What metrics should be measured to evaluate user adoption of a customer portal?

Measuring the number of cases created in the portal is a key metric for evaluating user adoption because it directly reflects how effectively users are engaging with the portal. When users create cases through the portal, it indicates that they are utilizing the system as intended and that the portal is adding value to their experience. This metric helps assess whether the portal meets user needs, providing insight into its functionality and how well it supports customers in managing their inquiries and support requests.

Furthermore, tracking cases created in the portal allows organizations to understand customer behavior. A higher volume of cases created online can suggest that customers are becoming more comfortable with the digital interface and that it is enabling them to find solutions independently. This contributes to the overall goal of increasing self-service capabilities while decreasing the workload on support agents. Thus, analyzing case creation data can guide improvements to the portal, ensuring it continually aligns with user preferences and enhances customer satisfaction.

While other metrics offer useful information regarding customer interactions with support systems, they do not provide as direct an indicator of user adoption as the number of cases created in the portal. For example, calls deflected using IVR and comparison of emails to portal cases may highlight shifts in contact methods but do not directly correlate with portal usage. Similarly, counting the number of