The metric you pick to track is the metric the team will quietly optimise for, including the parts of the metric that have nothing to do with the underlying outcome. This is Goodhart’s law, restated with feeling.
If the dashboard is page views, the team will eventually produce slideshows. If the dashboard is response time, the team will eventually move the slow work off the path being measured. The dashboard always wins.
Choose the metric like you are choosing a destiny. Because, organisationally, you are.
