The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
Time-to-Information Reduction
The average time an employee spends searching for a specific piece of information.
Target · Decrease average search time by 20% year-on-year.If our internal survey shows employees spend 10 minutes on average looking for a document, we'd aim to get that down to 8 minutes within a year. This means less frustration and more productive work.
Knowledge Asset Reuse Rate
How often existing, approved knowledge assets (documents, articles, FAQs) are found and used, preventing recreation or redundant work.
Target · Increase documented knowledge reuse by 15% annually.If the sales team reuses an existing product spec sheet found via search instead of asking engineering to rewrite it, that's a win. We'll track how often this happens across key content types.
Zero-Result Rate (ZRR) Reduction
The percentage of queries that return no relevant results, indicating content gaps or poor relevance tuning.
Target · Maintain ZRR below 5% for top 10,000 queries.If 100 people search for 'GDPR compliance checklist' and get nothing, that's a 100% ZRR. You'd be expected to identify these gaps and work with content owners to fix them, aiming for very few of these.
Search Satisfaction Score (SSS)
User satisfaction with search results and overall experience, typically gathered through in-app feedback or surveys.
Target · Achieve an average SSS of 4.0 out of 5.0.After a major relevance tuning project, we'd expect to see a noticeable bump in user ratings for 'Was this helpful?' prompts, moving from, say, 3.5 to 4.1.
Strategic Influence & Roadmap Clarity
Your ability to shape the long-term vision for enterprise search and effectively communicate it to senior leadership and other departments.
- Regular invitations to strategic planning meetings
- your search roadmap is clearly understood and supported by key stakeholders
- you're seen as the go-to expert for findability challenges across the organisation.
Team Development & Mentorship
The growth and effectiveness of your direct reports, including their technical skills, problem-solving abilities, and career progression.
- High team morale and retention
- successful completion of individual development plans
- your team members are taking on more complex projects and are recognised for their contributions
- positive feedback from your team in 1-on-1s and performance reviews.
Stakeholder Engagement & Collaboration
How well you build relationships and work with other departments to improve content quality, metadata consistency, and overall search experience.
- Proactive engagement with content owners (e.g., Marketing, Legal, Product)
- joint projects with IT to improve infrastructure
- positive feedback from other department heads about your team's responsiveness and helpfulness
- successful implementation of cross-functional initiatives.
Vendor Management & Budget Optimisation
Your effectiveness in managing relationships with search technology vendors, ensuring we get the best value, and optimising the search budget.
- Successful negotiation of vendor contracts
- proactive identification of cost-saving opportunities without compromising quality
- regular reviews of vendor performance
- clear reporting on budget spend and ROI of search investments.