RI Service Impact & KPI Assessment

You can use this short questionnaire to think about the expected impact of a new or evolving service.

It can guide you to identify:

relevant KPIs that should be measured
relevant stakeholder groups for whom we are measuring KPIs
appropriate short- and long-term KPIs (those that can be measured at the moment of service and those that might take long time to appear)
if there are conflicting expectations of different stakeholders

At the end you can download the PDF with your replies for written overview (no email required).

The questionnaire takes approximately 10–15 minutes.

THINKING ABOUT IMPACT OF THE SERVICE

RI Service Impact & KPI Questionnaire

Name of the service assessed here

Who are the non-user stakeholders for this service, for whom we use KPIs are used to communicate performance, value created, or impact?

Funders

Host institution

Regulators

RI staff

Colleagues in other RIs

Data re-users

Software adopters

Technology / method adopters

Society

Any other stakeholders not on the list?

Which KPIs are relevant for this service?

Readiness level of the newly developed service (pilot → production → community standard)

# Users (number)

# Training events organized for this service (number)

# Publications results from this service(numbers)

# Patents resulted from this service(numbers)

# External users of this service (numbers)

# Datasets produced using this service(number)

# Cutting-edge/non-routine projects which we supported with this service

# New technologies / methods developed to enable this services (number)

Instrument/software/service uptime (%)

Invitations to collaborate as evidence of trust (number, narrative)

User satisfaction rate (narrative)

Perceived data quality (narrative)

Feedback from funders or reviewers (narrative)

Data management maturity (basic → standardized → FAIR-aligned)

What is the reproducibility status of this service (not assessed/enabled by documentation in place/internally demonstrated/externally demonstrated)

Do we have SOPs for this service (Yes/No, %)

How often we review the SOPs (frequency)

External reuse of methods newly developed for this service (case examples)

Outreach maturity and promotion of this service (reactive → proactive → strategic)

Staff involvement with this service (number of persons)

Other KPIs not on the list?

Which KPIs can be assessed in the SHORT TERM (i.e. monitored close to the time of service provision)? Some KPIs only become visible years after a service is delivered, which can make new services appear unsuccessful in their early phases. Distinguishing between short- and long-term KPIs is therefore essential to avoid premature conclusions that a service “does not work” and to ensure a balanced mix of indicators. Note that some KPIs may be relevant in both the short and long term.

Readiness level of the newly developed service (pilot → production → community standard)

# Users (number)

# Training events organized for this service (number)

# Publications results from this service(numbers)

# Patents resulted from this service(numbers)

# External users of this service (numbers)

# Datasets produced using this service(number)

# Cutting-edge/non-routine projects which we supported with this service

# New technologies / methods developed to enable this services (number)

Instrument/software/service uptime (%)

Invitations to collaborate as evidence of trust (number, narrative)

User satisfaction rate (narrative)

Perceived data quality (narrative)

Feedback from funders or reviewers (narrative)

Data management maturity (basic → standardized → FAIR-aligned)

What is the reproducibility status of this service (not assessed/enabled by documentation in place/internally demonstrated/externally demonstrated)

Do we have SOPs for this service (Yes/No, %)

How often we review the SOPs (frequency)

External reuse of methods newly developed for this service (case examples)

Outreach maturity and promotion of this service (reactive → proactive → strategic)

Staff involvement with this service (number of persons)

Which KPIs can be assessed only in the LONG TERM (they might be delayed and appear long after the service has started)?

Readiness level of the newly developed service (pilot → production → community standard)

# Users (number)

# Training events organized for this service (number)

# Publications results from this service(numbers)

# Patents resulted from this service(numbers)

# External users of this service (numbers)

# Datasets produced using this service(number)

# Cutting-edge/non-routine projects which we supported with this service

# New technologies / methods developed to enable this services (number)

Instrument/software/service uptime (%)

Invitations to collaborate as evidence of trust (number, narrative)

User satisfaction rate (narrative)

Perceived data quality (narrative)

Feedback from funders or reviewers (narrative)

Data management maturity (basic → standardized → FAIR-aligned)

What is the reproducibility status of this service (not assessed/enabled by documentation in place/internally demonstrated/externally demonstrated)

Do we have SOPs for this service (Yes/No, %)

How often we review the SOPs (frequency)

External reuse of methods newly developed for this service (case examples)

Outreach maturity and promotion of this service (reactive → proactive → strategic)

Staff involvement with this service (number of persons)

Which impact is hard to capture with KPIs?

Do some stakeholders have conflicting expectations (different priorities that conflict each other)? How we will handle them?

Watch, Read, Listen

RI Service Impact & KPI Assessment

Jan 13, 2026

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in innovation, management, technology development