Selecting a North Star Metric

When choosing a North Star metric, ask these three questions:

1. Does it provide value to the user?
2. Is it easy to track?
3. Does it guide team decisions?

So, the Northstar is below:

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Percentage of conversations completed without needing to fill out a form.

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Objective

In this step, we define a concrete reason aligned with our North Star. Along with the Objective, we list the Key Results we expect.

"Build an AI communication experience where users can get quick and accurate answers to event questions without requiring filling out a manual form and getting email responses."

Key Results:

1. The share of requests resolved via the chatbot surpasses those handled by manual email by %X (in the meantime...)
2. Z% of chatbot interactions are completed without users needing to fill out a form
3. At least Y% of chatbot users should directly prefer the chatbot within the first 40 days
4. At least X% of chatbot responses should not require real human intervention
5. Chatbot satisfaction rating in website user satisfaction surveys should be above 3.8/5 by the end of the third month

What is a KPI?

KPI (Key Performance Indicator) refers to numerical and trackable performance indicators used to regularly measure how close a product, team, or process is to reaching its goals.

They are tracked daily, weekly, or monthly to understand if the product is progressing in the right direction.

KPIs typically: