How to calculate return on investment (ROI) and set key performance indicators (KPIs) for an enterprise gamification project - in sales, customer service, knowledge collaboration, training and onboarding, social networks and more

1. How to Measure ROI and Set
KPIs in your Gamification
Project
Gal Rimon, Founder and CEO

2. Gamification ROI isn’t just about justifying
purchasing decisions with management
It can help you figure out how you can get
better bang for your gamification bucks.

3. Gamification is an iterative process
A good implementation is about tweaking results and rapid iterations to get the game rules right
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4. ROI is meaningless without the right KPIs
• Return on investment – ROI – is about making something better
• What is made better with gamification? Figure out what that is:
• Your Key Performance Indicators

5. Gamification KPIs Matter
• By clearly stating the KPIs and measuring them before
the gamification project, you have your “control group” –the state of
affairs as it was before gamification.
• KPIs also let you better define the game rules that underlie
gamification
• KPIs help you better communicate with employees about what it is
the corporation cares about and what you’d like them to do about it

6. Gamification is the New Corporate
Performance Management
http://www.gameffective.com/gamification-basics/gamification-is-the-new-
corporate-performance-management/
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7. Process KPI vs Performance KPI
• Process KPI: a behavior you want to change. Example: accurate
reporting in CRM, a certain interaction with customers in a call center.
• Performance KPI: the end result – more sales, better customer
satisfaction
• What KPIs were you trying to achieve when you began the enterprise
gamification process?

8. KSF vs KPIs
• Key Success Factors – indicate the likelihood of gamification project
success – but they aren’t the goal in and of itself
• Key performance indicators: what you need to measure

9. Calculating Gamification ROI
Calculating Return
• Use KPI results from a control group or from the period prior to gamification.
• Compare to the results after the project implementation.
• Assign a monetary value to the improvement.
Set values:
• You must set a monetary value for non-monetary goals, such as customer satisfaction. What is the value the
organization places on better knowledge collaboration or customer satisfaction.
Account for time:
• If you expect the return to last 12 months, make sure you reflect the projected 12 month gain and not the
gain at the time of measurement. Take care to make realistic assessments of the time element – don’t take
10 years into account….
Calculate investment:
• What are the costs expended by the organization to carry out the project? These may be license costs,
integration costs, etc.
Divide Return by Investment – and this is your ROI.

10. A good gamification project leaves lasting
impact on employee behavior
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11. “What’s most impressive is not only the fast
results and teamwork. The engagement of
our employees is still high, almost one year
after we introduced GamEffective.”
Vikram Subramaniam, VP Customer Experience, Yahoo
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12. Cloud Based Enterprise Gamification Platform
-
Improve business outcomes
Using game dynamics to drive mass engagement
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Performance
improved
by 10-15%
Employee
engagement
improved
by x3

13. The evolution of Gamification
2012
Enterprise
Gamification
2006
Gamification
Apps
2014
Gamification
2.0
2008
Community
Gamification
2002
“Gamification”
coined
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14. Games are about engaging narratives
we’re the 1st to do this
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15. Working across apps | clear calls to action
No Code Integration
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16. Let us know what you think
Gal.rimon@gameffective.com
Subscribe to our blog
www.gameffective.com/blog
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