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Home Blog Accessibility KPIs: How to Measure and Improve Your Accessibility Efforts
In recent years, accessibility has moved from the margins of compliance into the center of strategic business conversations. Whether it’s designing a product that works for everyone, complying with regulations like the European Accessibility Act (EAA), or using inclusive design as a lever for innovation and customer loyalty, measuring accessibility is essential.
August 29, 2025
Yet for many organizations, the question remains…
How do we actually track progress?
Accessibility Key Performance Indicators (KPIs) offer a roadmap.
They give teams a shared language for setting goals, monitoring outcomes, and ultimately building more equitable products and services. When defined clearly and tracked consistently, accessibility KPIs can fuel improvement, accountability, and competitive advantage.
As of today, over 1.3 billion people globally live with some form of disability (WHO), representing both the world’s largest minority and one of its most underserved markets. In Europe, the EAA now mandates that organizations meet digital accessibility standards or risk fines, lawsuits, and market exclusion.
But, legal risk isn’t the only motivator.
From a business standpoint, accessibility drives results.
In customer support, for example, AI-powered tools like Be My AI are solving over 90% of requests without human intervention, often three times faster than traditional channels.
A great example of this in action comes from one of our long-standing partners, Microsoft. When they integrated accessible support tools like Service AI and Service Connect, it led to a 66% reduction in average call times for blind and low-vision users while boosting customer satisfaction in the process.
Metrics matter because they help us do better. They tell us if our efforts are working, where users are getting stuck, and how we can close the gap between good intentions and real inclusion.
Accessibility KPIs fall into two broad categories: quantitative (what you can count) and qualitative (what you can understand).
Quantitative KPIs include things like resolution rates, handle times, and WCAG conformance scores. For instance…
Qualitative KPIs, on the other hand, capture user experience and sentiment. These include user feedback, satisfaction surveys, agent observations, and input from accessibility audits. They reflect how well your accessibility solutions are working in the real world.
“A robust measurement strategy blends both data and empathy. It doesn’t just ask ‘Did we meet the standard?’ it asks *‘Did we meet the person where they are?” – Lou Cooper, Customer Success Manager, Be My Eyes
The most effective KPIs are those that directly map to broader organizational goals. If your objective is to improve customer experience, then accessibility metrics like CSAT scores or average resolution time for blind and low-vision users are highly relevant.
A “good” CSAT score depends on your sector, but generally, anything above 70% is considered a good place to be in.
“If you’re competitor focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.” – Jeff Bezos (Founder & CEO at Amazon)
If you’re focused on efficiency, metrics like AI-only resolution rates or reduced agent time per ticket become key. For risk mitigation, compliance scores and audit-readiness indicators take center stage.
More importantly, accessibility KPIs should be embedded into your existing business intelligence frameworks and not siloed. When accessibility is treated as a core business function, not a side project, it earns the resources and visibility it deserves.
Tracking accessibility performance has become more sophisticated, and more scalable. At Be My Eyes, partner organizations can access dashboards showing call volume, resolution paths (AI vs. agent), user satisfaction, and common accessibility challenges reported via the app. This helps them see where their services are succeeding—and where they may be falling short.
There are also automated tools like Axe or Google Lighthouse for WCAG conformance testing, and AI interaction logs that can quantify chatbot success rates or escalation frequency.
When it comes to WCAG conformance testing in particular, here are a few key stats to consider from WebAIM;
22.1% of all images on website home pages don’t have alt text, which is essential for screen reader users.
The average number of detectable accessibility errors per website home page is 50.8. The most common errors are low-contrast text, missing alternative text for images, empty links, missing form input labels, and empty buttons.
Over 96% of the world’s top one million web pages are not accessible. This means less than 4% of the most popular websites are capitalizing on the disability market, which is largely underserved and growing.
Many organizations are now integrating accessibility KPIs into their CRM or CX platforms, tracking them alongside core performance indicators.
The key is to select tools that offer real-time insight and to ensure that your teams are empowered to act on what the data reveals.
“Organizations that treat accessibility KPIs as living signals are the ones that improve fastest and go furthest.” – Mike Buckley, CEO, Be My Eyes
Accessibility is not a one-time fix.
It’s a process of learning, listening, and evolving.
Metrics enable that process by highlighting patterns and surfacing areas for improvement.
Let’s say your AI tool is resolving 90% of customer queries without human support, but users are still rating the experience poorly. Or perhaps your app meets WCAG 2.1 standards, but blind users are still dropping off at a specific screen. These are opportunities, not failures. They point to the need for human feedback, inclusive testing, and iterative improvement.
Looking ahead, accessibility KPIs will only grow in importance.
As AI becomes more integrated into service delivery, measuring the accessibility of those tools, from voice interfaces to visual interpreters, will be crucial.
The EAA and other global legislation will continue to raise the bar for compliance and transparency. And as the global population ages, the demand for accessible design will extend far beyond disability communities.
Organizations that invest in accessibility today are preparing for the market realities of tomorrow. They’re building products that work for more people. They’re reducing legal risk. And they’re shaping a brand that stands for equity and inclusion.
Accessibility KPIs are reflections of your organization’s values, and levers for progress. In a world that is becoming more digital, more automated, and more connected, measuring accessibility is an essential strategy.
If you’re not tracking accessibility yet, now is the time to start.
At Be My Eyes, we believe accessibility should be measurable, meaningful, and transformative, for your business and your customers. That’s why we built tools like Service AI, Service Connect, and the Be My Eyes Dashboard to help organizations in meeting accessibility goals and in improving the experiences for their blind and low-vision customers.
Contact our team or request a demo to explore how Be My Eyes can help you improve and lead in accessibility.
