Scotland's Migration Service: early insights evaluation

Annex B: Method for Calculating KPIs

Each of the 8 KPIs are calculated from the feedback survey which is shared with migrants and employers who recently accessed the service. Each KPI is based on the responses to one to three questions from this survey. The relationship between feedback survey questions and KPIs is shown in Table C1.

Table C1. Relationship between KPIs and feedback survey questions.

KPI - '% of employers / migrants who reported their needs were met through Scotland’s Migration Service'

Feedback Questions

‘Having an appointment with Scotland’s Migration Service has given me confidence that I can solve my problem'

‘Having an appointment with Scotland’s Migration Service has improved my knowledge of where to find support if needed'

‘At the appointment with Scotland’s Migration Service, did you get the advice that you needed?’

KPI - '% of employers / migrants using digital platform who report finding the digital platform easy to navigate according to the category of information sought'

Feedback Questions

'How easy was it to access the appointment service?'

'How easy was it to find the information you were looking for on Scotland’s Migration Service website?'

KPI - '% of employers / migrants using the digital platform who find it easy to understand the content provided, by category of information sought'

Feedback Questions

‘How easy was it to understand the content on the Scotland’s Migration Service websites?’

KPI - '% of employers / migrants using the appointment service who find it easy to understand the advice provided, by category of information sought'

Feedback Questions

‘How easy was it to understand the advice provided to you by the advisers you met with?’

The answers to all these questions are presented on a 5-point scale which are analogous to the range: Very Good, Good, Neutral, Bad, Very Bad. The first two questions represent a positive outcome, and the last three options represent a neutral or negative outcome.

A Success Quotient is then created for each KPI. Further details of how success quotients are calculated from feedback survey results is included in Table C2.

Table C2. Calculation of Success Quotient from feedback survey questions.

Number of Questions impacting a single KPI.

One - Success Quotient Value

If answer is positive - SQ: 1

If answer is negative or neutral - SQ: 0

Number of Questions impacting a single KPI.

Two - Success Quotient Value

If both answers positive - SQ: 1

If either option positive - SQ: 0.5

If both answers negative or neutral - SQ: 0

Number of Questions impacting a single KPI.

Three - Success Quotient Value

If all three answers positive - SQ: 1

If two answers are positive - SQ: 0.66

If only one answer is positive – SQ: 0.33

If all three answers negative or neutral - SQ: 0

The total KPI is then calculated by dividing the success quotient by the total number of respondents to that question.

How to access the background or source data

The following statement(s) indicate the availability of the data which underlie the results of this publication (tick all that apply):

Data are held by Scottish Government and may be made available on request, subject to consideration of legal and ethical factors. Please contact michael.connolly@gov.scot for further information.