Segmentation Impact Uplift Tracking Framework
1. Program Engagement
| Metric | Definition | Baseline (Q4 2024) | Target (Q2 2025) | Data Source |
|---|---|---|---|---|
| Course Completion Rate | % of enrolled participants completing training | 62% | 75% | LMS, SCORM logs |
| Average Session Duration | Time users spend per session | 11 min | 15 min | Platform analytics |
| Repeat Engagement Rate | % of users who return for additional modules or events | 38% | 50% | CRM + event data |
| Event Participation | Attendance vs. invited by segment | Varies | +30% uplift | Attendance logs, invite databases |
2. Service Delivery Accuracy
| Metric | Definition | Baseline | Target | Data Source |
|---|---|---|---|---|
| Segment-Specific Content Match | % of users receiving correctly tailored content | 55% | 85% | CRM tagging, LMS tracking |
| Language Fit Accuracy | % of materials delivered in preferred language | 67% | 90% | Feedback forms, chatbot logs |
| Support Response Alignment | % of queries resolved with correct segment-based resources | 62% | 80% | Helpdesk + chatbot logs |
| Timely Follow-Up Rate | % of support or coaching delivered within defined timelines | 49% | 70% | Case management system |
3. Targeting Success
| Metric | Definition | Baseline | Target | Data Source |
|---|---|---|---|---|
| Correct Segment Reach | % of outreach reaching intended demographic/geographic group | 60% | 85% | Campaign logs, survey match checks |
| First-Contact Conversion | % of new users converted via 1st communication | 18% | 30% | Campaign analytics |
| Region-Specific Uplift | Engagement growth in underperforming provinces | Limpopo: +5%, NC: +2% | +20% per region | Provincial analytics |
| Behavioral Target Match | % of behavioral nudges delivered to correct audience | 50% | 75% | Behavioral AI logs |
🔁 Monitoring Cadence
| Activity | Frequency | Owner |
|---|---|---|
| Segment uplift dashboard update | Monthly | Digital/Data Team |
| Departmental performance reviews | Quarterly | Ops + Program Leads |
| Segmentation accuracy audit | Bi-annually | Research & M&E Team |
| Executive report on impact | Bi-annually | Strategic Lead (Echinia) |
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