Which IT metric is a common example of a KPI reflecting business value?

• A. User satisfaction scores
• B. MTTR
• C. System uptime percentage
• D. First-contact resolution rate

Answer: (A)

The key idea here is that a KPI tied to business value reflects how IT work translates into outcomes users care about. User satisfaction scores capture how happy and confident users are with IT services, which directly influences productivity, adoption of tools, and even customer perception and retention. When users rate IT highly, it signals that the services enable business tasks effectively, supporting overall value delivery to the organization.

MTTR measures how quickly IT fixes problems, which is important for service quality but is an operational performance metric rather than a direct measure of business value. System uptime percentage tracks availability, another crucial reliability metric, yet it’s about keeping systems alive rather than showing the business impact of IT. First-contact resolution rate reflects support efficiency, improving user experience but not by itself proving the business value delivered.

So, user satisfaction is the best example of a KPI that reflects business value because it directly ties IT service quality to the outcomes users experience and rely on in their day-to-day work.