How we measure the performance of our website

When designing our website, we set objectives and goals that we aim to meet. As part of this we identify Key Performance Indicators (KPIs) - these are measurements which show us whether our objectives have been met.

As an example, we might set the objective of building a better online form that encourages more people to complete a task online rather than phoning us. We might choose the number of people who call us about that task as a KPI.

Other examples of KPIs include the number of visitors to a webpage per month, or the change in ratings people give the service in a survey.

User testing

As well as looking at data to design our website, we also gather direct feedback from people who use the site. Find out more about how we do this and how to take part.

Page last updated: 23 June 2023