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Measuring change management success – key metrics and evaluation

Change management is essential for any organization. It guarantees that any changes made to the business are implemented in a smooth and efficient manner. It is important to understand the key metrics and evaluation techniques to determine the effectiveness of the change. Tracking metrics, conducting a systematic evaluation and managing the change process the right way will set you up for success.

So how do we calculate ROI? How do we evaluate outcomes and measure impact? Let’s explore the most popular metrics and evaluation techniques used to measure the success of change management.

Change management metrics

Change management metrics are an essential aspect of measuring the success of change management efforts. These metrics provide quantifiable data that can be used to evaluate the effectiveness of the change management process. Some of the most common change management metrics include:

  • Change success rate: The percentage of changes that are completed successfully without any significant negative impact on the business.
  • Time to implement change: The time it takes to implement a change, from the planning stage to the actual implementation.
  • Customer satisfaction: The level of satisfaction among stakeholders, including customers, employees, and shareholders, after the change has been implemented.

Change management ROI

Change management ROI (Return on Investment) is a financial metric. It’s one of the metrics that we can use to measure the success of the change management process. It is calculated by comparing the cost of the change management process to the benefits it has generated. The benefits can be both tangible and intangible, such as increased productivity or improved customer satisfaction.

Change management outcomes

By outcomes, we mean nothing more and nothing less than the results of the entire change management process. Outcomes can be both positive and negative and can include:

  • Increased productivity
  • Improved customer satisfaction
  • Reduced costs
  • Increased revenue
  • Resistance to change

It is essential to track these outcomes to evaluate the effectiveness of the change management process and make any necessary adjustments.

Change management impact

Change management impact is a measure of the effect of the change on the business. It includes both the direct and indirect impact on the organisation and its stakeholders. The impact can be both positive and negative and can include:

  • Changes in job roles and responsibilities
  • Changes in processes and procedures
  • Changes in organisational structure
  • Changes in culture

Evaluating the impact of change is valuable to determine whether it has achieved its intended goals. Evaluation can help identify any unintended consequences. It can also help to update processes. This will ensure the next change is successful, or even more successful.

Change management evaluation

Change management evaluation involves a systematic and objective review of the change management process to identify strengths and weaknesses. The evaluation process should take place after the change has been implemented. It should assess the following areas:

Planning and preparation

Assessment is needed for the planning and preparation phase of the change management process. This includes identifying potential risks and creating contingency plans.


This evaluation examines the execution of the change management task. It considers the rollout of the change, as well as how well people were informed and trained.


This involves an assessment of the outcomes of the change, including any positive or negative impacts on the business.

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