Review success measures and user survey results
Review success measures
Evaluate the effectiveness of Microsoft 365 Copilot within your organization. Consider the following tips when reviewing your success criteria:
- Validate key performance indicators (KPIs) that are improving based on Copilot skills.
- Choose criteria to help you show the impact Microsoft 365 Copilot is having on the organization.
- Use the end user surveys, listening systems, product feedback, and Champion insights to gather sentiment, risks, and issues.
- Leverage Microsoft reporting for further pattern analysis.
Enablement outcomes matrix
Utilize the enablement outcomes matrix to review your progress.
To effectively progress toward your success criteria, it’s important to first identify and prioritize the outcome segments that hold the most significance for your organization. Once these key areas are established, streamline your investment strategy to support adoption activities aligned with these crucial outcomes. By focusing on these dimensions, you can pinpoint any resource or skill gaps within your organization, allowing you to address them directly and ensure that your strategic efforts are both targeted and efficient.
The following image gives examples of enablement outcomes. Once you outline the outcomes, ask the following questions: How is your organization progressing on these measures? What is your business transformation process today?
Track KPIs and end user adoption through surveys
If your company isn't meeting its KPIs, consider possible reasons why end users haven't fully adopted the technology.
Distribute surveys to gather data about your users’ awareness, knowledge of and sentiment toward the new Microsoft 365 apps and services. The results will help you determine how successful the rollout has been and get you thinking about how to incorporate this feedback into actionable next steps:
- Circulate a baseline survey shortly before users receive their accounts and devices, to gather data about their knowledge of Microsoft 365 Copilot.
- Conduct periodic surveys throughout your launch to gather data about users’ experiences with Microsoft 365 Copilot. Use the results to make any necessary adjustments.
- Create new awareness or training content to address any outstanding needs that arise.
- After your organization-wide rollout, use a final survey to assess user satisfaction. You can release this survey 90 days after launch, and then in quarterly increments to help measure user adoption from satisfaction and productivity standpoints.
Baseline and Periodic Surveys
We have provided examples for both baseline and periodic surveys that you can use for your own organization or as inspiration to create your own surveys. These surveys were designed to properly assess awareness and adoption of Microsoft 365 Copilot.
Microsoft 365 Copilot Adoption Baseline Survey
This Baseline Survey is structured based on the ADKAR model. The purpose of this first survey is to gauge the initial attitudes, readiness, and adoption receptiveness and to provide the data necessary for future assessment and actions. This survey is meant to be sent out at the very beginning of the launch and only once.
Note
The ADKAR Model, developed by Prosci, a renowned change management research company, is a framework for understanding and managing individual change. The model provides structure and tangibility to enable success. The word “ADKAR” is an acronym for the five outcomes an individual needs to achieve for a change to be successful: Awareness (of the need for change), Desire (to support and participate in the change), Knowledge (of how to change), Ability (to implement required skills and behaviors), and Reinforcement (to sustain the change).
The questions in this survey are designed to:
- Measure baseline awareness of product capabilities
- Understand appetite for adoption upfront
- Benchmark starting knowledge levels
- Establish baseline of user skills
- Measure how Copilot usage will persist
- Surface success factors to address
- Anticipate roadblocks to overcome
- Capture qualitative perspectives
| # | Strategic Objective | Question | Responses | Purpose | Metric |
|---|---|---|---|---|---|
| 1 | Awareness | How has your awareness of Copilot and its capabilities grown in the last 30 days? | 1. Not at all 2. Slightly 3. Neutral 4. Moderately 5. Significantly |
Gauge baseline awareness of product capabilities | Awareness Score |
| 2 | Desire | How interested are you in learning more about Copilot and using it in your work? | 1. Not at all interested 2. Slightly interested 3. Moderately interested 4. Interested 5. Very interested |
Understand appetite for adoption upfront | Desire Score |
| 3 | Knowledge | Do you agree the current resources provide you with the understanding to make the best of Copilot in your work? | 1. Strongly disagree 2. Disagree 3. Neutral 4. Agree 5. Strongly agree |
Benchmark starting knowledge levels | Knowledge Score |
| 4 | Ability | How has the support you've received contributed to your ability to use copilot? | 1. Not at all 2. Slightly 3. Neutral 4. Moderately 5. Significantly |
Establish baseline of user skills | Ability Score |
| 5 | Reinforcement | To what extent has the Center of Excellence contributed to your use of Copilot? | 1. Not at all 2. Slightly 3. Neutral 4. Moderately 5. Significantly |
Measure how Copilot usage will persist | Reinforcement Score |
| 6 | Reinforcement | To what extent have you felt encouraged in your Copilot use by your leadership? | 1. Not at all encouraged 2. Slightly encouraged 3. Neutral 4. Encouraged 5. Very encouraged |
Gauge management advocacy | Reinforcement Score |
| 7 | Insight | What do you see as potential barriers to adopting Copilot into your workflows? | Free Text | Anticipate roadblocks to overcome | NA |
| 8 | Insight | What would help reinforce your motivation to use Copilot regularly? | Free Text | Surface success factors to address | NA |
| 9 | Insight | Do you have any other feedback or questions? | Free Text | Capture qualitative perspectives | NA |
Microsoft 365 Copilot Adoption Periodic Survey
The Periodic Survey is also structured based on the ADKAR model. The purpose of this survey is to continuously monitor and assess the evolving attitudes, readiness, and adoption receptiveness and provide the data necessary for evolution and any applicable adjustments in strategy. This survey is meant to be sent out multiple times throughout the launch, such as every four weeks.
The questions in this survey are designed to:
- Measure advocacy strength
- Assesses post-use happiness
- Understand change impact
- Evaluate effectiveness of support
- Gauge management advocacy
- Surface success factors to address
- Anticipate roadblocks to overcome
- Capture qualitative perspectives
| # | Strategic Objective | Question | Responses | Purpose | Metric |
|---|---|---|---|---|---|
| 1 | Awareness | How has your awareness of Copilot and its capabilities grown in the last 30 days? | 1. Not at all 2. Slightly 3. Neutral 4. Moderately 5. Significantly |
Gauge baseline awareness of product capabilities | Net Promoter Score |
| 2 | Desire | How interested are you in learning more about Copilot and using it in your work? | 1. Not at all interested 2. Slightly interested 3. Moderately interested 4. Interested 5. Very interested |
Understand appetite for adoption upfront | User Interest |
| 3 | Knowledge | Do you agree the current resources provide you with the understanding to make the best of Copilot in your work? | 1. Strongly disagree 2. Disagree 3. Neutral 4. Agree 5. Strongly agree |
Benchmark starting knowledge levels | Necessary Resources |
| 4 | Ability | How has the support you've received contributed to your ability to use copilot? | 1. Not at all 2. Slightly 3. Neutral 4. Moderately 5. Significantly |
Establish baseline of user skills | Quality of Support |
| 5 | Reinforcement | To what extent has the AI Influencer community contributed to your use of Copilot? | 1. Not at all 2. Slightly 3. Neutral 4. Moderately 5. Significantly |
Measure how Copilot usage will persist | AI Influencer Reinforcement |
| 6 | Reinforcement | To what extent have you felt encouraged in your Copilot use by your leadership? | 1. Not at all encouraged 2. Slightly encouraged 3. Neutral 4. Encouraged 5. Very encouraged |
Gauge management advocacy | Manager Support |
| 7 | Insight | What do you see as potential barriers to adopting Copilot into your workflows? | Free Text | Anticipate roadblocks to overcome | NA |
| 8 | Insight | What would help reinforce your motivation to use Copilot regularly? | Free Text | Surface success factors to address | NA |
| 9 | Insight | Do you have any other feedback or questions? | Free Text | Capture qualitative perspectives | NA |