Measures (KPI) and definition
| Construct/Domain | KPI | Short definition | Scale | Key reference |
|---|---|---|---|---|
| Immersive co-creation | Presence | The subjective sense of “being there” in a mediated environment | ITC-SOPI | Lessiter et al. (2001), Schubert et al. (2001) |
| Emotions | Affective state along valence and arousal | SAM-PANAS | Bradley and Lang (1994), Watson et al. (1988) | |
| Revisit Intention | Likelihood of returning; satisfaction with experience | CSAT as % top-box or index | Fornell et al. (1996) | |
| Personalisation | Conversion | Share of sessions/users achieving a defined goal | Conversions ÷ sessions/users; define goal and attribution window | Farris et al. (2010), Chaffey and Ellis-Chadwick (2019) |
| Dwell Time | Mean active time with content/app | Seconds/minutes per session; specify inactivity thresholds | Chaffey and Ellis-Chadwick (2019), Farris et al. (2010) | |
| Smart operations | Task Time | Time to complete a specified task | Mean/median seconds per task; include dispersion and success rate | International Organization for Standardization (2018) |
| Error Rate | Frequency of user/system errors per task/session | Errors ÷ tasks (or per 100 tasks); classify by severity | International Organization for Standardization (2018) | |
| Satisfaction | Satisfaction with a specific service interaction | % satisfied/top-box or index; state scale and timing | Fornell et al. (1996) | |
| Accessibility/Inclusion | Accessibility CSAT | Satisfaction among access-needs users | Targeted CSAT; report by cohort and assistive tech used | Panda and Kaur (2023) |
| Reach (access-needs) | Proportion of users from access-needs cohorts served | % of cohort engaging/completing key tasks; document method/ethics | International Organization for Standardization (2018), Panda and Kaur (2023) | |
| Governance/ethics | DPIA completion | Data Protection Impact Assessment executed where required | Binary + date/outcomes; GDPR Art. 35 | Coskun (2015) |
| Opt-in/opt-out ratio | Consent vs. refusal for data processing | Opt-ins ÷ total choices; by purpose | European Union (2016) | |
| Incident rate | Security incidents per period | Incidents/month or quarter; by severity | Cichonski et al. (2005), International Organization for Standardization (2016) |
| Construct/Domain | KPI | Short definition | Scale | Key reference |
|---|---|---|---|---|
| Immersive co-creation | Presence | The subjective sense of “being there” in a mediated environment | ITC-SOPI | |
| Emotions | Affective state along valence and arousal | SAM-PANAS | ||
| Revisit Intention | Likelihood of returning; satisfaction with experience | CSAT as % top-box or index | ||
| Personalisation | Conversion | Share of sessions/users achieving a defined goal | Conversions ÷ sessions/users; define goal and attribution window | |
| Dwell Time | Mean active time with content/app | Seconds/minutes per session; specify inactivity thresholds | ||
| Smart operations | Task Time | Time to complete a specified task | Mean/median seconds per task; include dispersion and success rate | |
| Error Rate | Frequency of user/system errors per task/session | Errors ÷ tasks (or per 100 tasks); classify by severity | ||
| Satisfaction | Satisfaction with a specific service interaction | % satisfied/top-box or index; state scale and timing | ||
| Accessibility/Inclusion | Accessibility CSAT | Satisfaction among access-needs users | Targeted CSAT; report by cohort and assistive tech used | |
| Reach (access-needs) | Proportion of users from access-needs cohorts served | % of cohort engaging/completing key tasks; document method/ethics | ||
| Governance/ethics | DPIA completion | Data Protection Impact Assessment executed where required | Binary + date/outcomes; GDPR Art. 35 | |
| Opt-in/opt-out ratio | Consent vs. refusal for data processing | Opt-ins ÷ total choices; by purpose | ||
| Incident rate | Security incidents per period | Incidents/month or quarter; by severity |
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