Curious to know if Digital Academy is working for you? Wondering how you might be able to measure success? We've got you covered.

The Key to Measuring Success - Comparison

The first step is collecting pre-launch data

No matter what metric you use to measure success, you need to be able to compare how things were before to how things are after.

If you're looking to use Digital Academy to cut down on call volume, measure the average calls per day/week/month before and after launching your Digital Academy. Did call volume reduce? If they did, great! If not, what might need to change?

The first step in determining if your Digital Academy has been a success is collecting pre-launch data.

Digital Academy Metrics of Success

5 Reasons People Buy Digital Academy

1) Digital is one of the main reasons people change or choose Financial Institutions.

Digital Academy helps demonstrate product, value and support

Related Value Propositions	How It's Measured
Provide better service to customers who inquire about Digital Products (Onus on customer satisfaction)	Customer Satisfaction Score
Increase NPS	Surveys

2) Take weight off of your support systems.

Use Digital Academy as a customer resource

Related Value Propositions	How It's Measured
Cut down on calls to call centers	# of Calls
Increase in traffic to Digital properties (Self service increase)	Web Stats

3) Deepen customer/member relationship with your digital products.

Include demos in product on-boarding
Decrease feature whitespace
Increase stickiness
Marketing can use demos to demonstrate value and engage customers

Related Value Propositions	How It's Measured
Marketing - segment/target customers who do things in branch	Increase in Segmented Data Properties
Increase in digital product usage	Web Stats
Decrease in in-branch transactions	Branch Stats

4) Support your frontline staff and enable them to provide better service.

Use demos to train staff on new product and feature updates
Use simulators and demos to troubleshoot customer service inquiries

Related Value Propositions	How It's Measured
Cut down on call handling time	Average Handle Time # of First Call Resolutions
Provide better service to customers who inquire about Digital Products (Onus on customer satisfaction)	Customer Satisfaction Score
Allow staff to practice and become more familiar with digital products (Product mastery)	Survey e.g., Are you more comfortable discussing digital with clients?
Increase employee satisfaction and help streamline work	Survey e.g., Is this better than what you used to do?

5) Cut down on costs and streamline building, updating and deploying product demos and simulations.

Digital Academy is a faster and more cost effective way to produce your demos and simulations

Related Value Propositions	How It's Measured
Faster time to market	Time required to deploy
Cost of creation and maintenance	Resource requirements