« Tips For Building Drill Down Navigators | Main | New Idea Engineering Selected by Endeca as Systems Integration Partner »

June 18, 2008

Search Quality: You Can't Improve What You Don't Measure

In our latest survey of new newsletter subscribers we found that 29% had no formal metrics for measuring quality of search results.  Search metrics allow you to keep search on the right track and can be a powerful tool for managing your systems.  They are a wonderful source for insights and trends.  We thought we would share a couple that we think work well. Many of these are covered in greater depth in Interpreting Your Search Activity Reports in the Enterprise Search newsletter.

  • Count the number of people who use search  
  • Count the total number of searches  
  • Count the number of zero search results  
  • User feedback on top 100 searches  
  • Track email complaints about search  
  • Measure number of clicks on navigators (navigation menu items)  
  • Business Goals  
  •    
    • Reduce call volume (normallized for growth in customer base) by enabling self-service from search: results are good enough to reduce calls.
    • Reduce e-mail volume (again adjusted for growth in customer base) by enabling self-service from search: results are good enough to reduce e-mails. 
    • Revenue       
    • Add-on revenue       

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d8341c84cf53ef00e5537308358834

Listed below are links to weblogs that reference Search Quality: You Can't Improve What You Don't Measure:

Comments

One key item is missing from the list.
Number of searches that resulted in a document opened.

Andreas
==

Absolutely!!! Except remember just the fact that a document was viewed does not mean it's a good doc - it could have a great, promising summary but no follow through! Thanks!! miles

Verify your Comment

Previewing your Comment

This is only a preview. Your comment has not yet been posted.

Working...
Your comment could not be posted. Error type:
Your comment has been saved. Comments are moderated and will not appear until approved by the author. Post another comment

The letters and numbers you entered did not match the image. Please try again.

As a final step before posting your comment, enter the letters and numbers you see in the image below. This prevents automated programs from posting comments.

Having trouble reading this image? View an alternate.

Working...

Post a comment

Comments are moderated, and will not appear until the author has approved them.