Compliance without metrics is belief, not management. But KPIs must work as a system, not in isolation.

We divide KPIs into four groups:

Productivity:

• Time to Publish — time from idea to publication
• Throughput — number of materials per period
• Cycle Time — duration of each stage
• SLA adherence — compliance with deadlines

Quality:

• First Pass Yield — percentage of materials that pass control on the first attempt
• Fact Error Rate — errors found after publication
• Revision Rate — share returned for rework
• Outdated Content Rate — share of outdated materials

Ethics and trust:

• Ethical Incident Rate — number of identified ethical violations
• Disclosure Compliance — share of materials with correct disclosure of commercial interests
• Complaint Rate — user complaints
• Trust Score — trust assessment
• Correction Transparency — speed and completeness of corrections

Business:

• Content-assisted Conversion
• Retention
• Repeat Purchase
• Support Deflection
• LTV

💡 Very important KPI rule: We would explicitly define this as a business rule: conversion growth must never be treated as a standalone measure of content quality. Conversion can be raised with aggressive headlines, hidden limitations, or emotional pressure, but that can reduce trust and retention.