How we monitor website performance
What we measure, we can improve. OneCX aims for continuous improvement so we track our performance constantly. Here's how.
How we monitor data
With data, we gain objective feedback to improve the website experience. We measure various metrics.
Metrics we track | Tools we use |
| External search performance (Google ranking) | Google Search Console |
| User traffic and behaviour (scroll depth, device choice, time on page) | Google Analytics |
| 'Content hygiene' (broken links, consistency, readability) and the resulting accessibility score | Siteimprove |
| In-site search | Search.io |
| Website performance | New Relic |
| Page performance | Google Page-Speed Insights |
| Satisfaction with Help Hub customer service | Zendesk |
What data tells us about
Numbers are a powerful way to track our improvements.
User behaviour
We can work out the:
- number of users (people who visited)
- sessions (user movements within a time frame)
- page views (what pages they clicked on)
- average engagement/view time
- engagement rate (meaningful sessions)
- traffic referral sources (for example a user might come to the website via a marketing email)
- content rankings (top 10 pages)
- page ratings (Thumbs Up Thumbs Down).
Website quality
We can track the:
- content findability (through search engines or in-site search)
- digital experience and content quality (platform uptime, page speed, mobile optimisation, accessibility, broken links, readability, customer experience, webform completions)
- innovation activities (personalisation and experiments)
- reusable features and components (search bars, hero banners, location finders, social media buttons)
- agency website maintenance cost savings
- digital capability uplift (what agency staff have learnt).
Migration outcomes
We can track the data:
- before migration
- at go live
- post-migration, to ensure content is maintained or even improved after migration.
How you can monitor your agency's data
Self-service Google Analytics
As part of your migration, we provide access to nsw.gov.au Google Analytics (GA).
Under our self-service model, each agency is responsible for its own content reporting. Your nominated staff will receive GA training. You will also be able to create your own dashboards using Looker Studio.
Learn more about the help, training and services we provide.