{"id":3429,"date":"2025-08-29T10:32:04","date_gmt":"2025-08-29T10:32:04","guid":{"rendered":"https:\/\/www.bemyeyes.com\/business\/?p=3429"},"modified":"2026-04-16T15:34:39","modified_gmt":"2026-04-16T15:34:39","slug":"accessibility-kpis-how-to-measure-and-improve-your-accessibility-efforts","status":"publish","type":"post","link":"https:\/\/www.bemyeyes.com\/business\/blog\/accessibility-kpis-how-to-measure-and-improve-your-accessibility-efforts\/","title":{"rendered":"Accessibility KPIs: How to Measure and Improve Your Accessibility Efforts"},"content":{"rendered":"\n<p>In recent years, accessibility has moved from the margins of compliance into the center of strategic business conversations. Whether it\u2019s designing a product that works for everyone, complying with regulations like the <a href=\"https:\/\/www.bemyeyes.com\/business\/blog\/preparing-for-the-european-accessibility-act\/\" target=\"_blank\" rel=\"noreferrer noopener\">European Accessibility Act (EAA)<\/a>, or using inclusive design as a lever for innovation and customer loyalty, measuring accessibility is essential.<\/p>\n\n\n\n<p>Yet for many organizations, the question remains\u2026<\/p>\n\n\n\n<p>How do we actually track progress?<\/p>\n\n\n\n<p>Accessibility Key Performance Indicators (KPIs) offer a roadmap.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-contents\">Contents<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#h-why-accessibility-metrics-matter\">Why Accessibility Metrics Matter <\/a><\/li>\n\n\n\n<li><a href=\"#h-what-are-accessibility-kpis\">What Are Accessibility KPIs? <\/a><\/li>\n\n\n\n<li><a href=\"#h-aligning-accessibility-kpis-to-business-objectives\">Aligning Accessibility KPIs to Business Objectives <\/a><\/li>\n\n\n\n<li><a href=\"#h-tools-and-dashboards-for-tracking\">Tools and Dashboards for Tracking <\/a><\/li>\n\n\n\n<li><a href=\"#h-continuous-improvement-through-data\">Continuous Improvement Through Data <\/a><\/li>\n\n\n\n<li><a href=\"#h-future-outlook-ai-regulation-and-market-reach\">Future Outlook: AI, Regulation, and Market Reach <\/a><\/li>\n\n\n\n<li><a href=\"#h-ready-to-elevate-your-accessibility-strategy\">Ready to Elevate Your Accessibility Strategy?<\/a><\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<h3 class=\"wp-block-heading\" id=\"h-key-takeaways\">Key takeaways:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Accessibility KPIs turn good intentions into measurable progress<\/strong>: Clear metrics help organizations track performance, identify barriers, improve accountability, and measure the real impact of their accessibility efforts. <\/li>\n\n\n\n<li><strong>The best KPIs connect accessibility to business goals:<\/strong> Metrics tied to customer satisfaction, efficiency, compliance, and retention show how accessibility supports growth, reduces risk, and improves user experience. <\/li>\n\n\n\n<li><strong>Accessibility measurement should be ongoing:<\/strong> Dashboards, audits, user feedback, and continuous monitoring help teams adapt, improve, and stay ready for future market and regulatory demands.<\/li>\n<\/ul>\n<\/blockquote>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-accessibility-metrics-matter\">Why Accessibility Metrics Matter<\/h2>\n\n\n\n<p>As of today, <em><a href=\"https:\/\/www.who.int\/news-room\/fact-sheets\/detail\/disability-and-health\" target=\"_blank\" rel=\"noreferrer noopener\">over 1.3 billion people globally live with some form of disability (WHO)<\/a><\/em>, representing both the world\u2019s largest minority and one of its most underserved markets. In Europe, the <a href=\"https:\/\/info.bemyeyes.com\/european-accessibility-act\" target=\"_blank\" rel=\"noreferrer noopener\">EAA<\/a> now mandates that organizations meet <a href=\"https:\/\/www.bemyeyes.com\/business\/accessibility-standards-explained\/\" target=\"_blank\" rel=\"noreferrer noopener\">digital accessibility standards<\/a> or risk fines, lawsuits, and market exclusion.<\/p>\n\n\n\n<p>But, legal risk isn\u2019t the only motivator. <\/p>\n\n\n\n<p>From a business standpoint, accessibility drives results. <\/p>\n\n\n\n<p>In customer support, for example, AI-powered tools like Be My AI are solving <em>over 90%<\/em> of requests without human intervention, often three times faster than traditional channels. <\/p>\n\n\n\n<p>A great example of this in action comes from one of our long-standing partners, Microsoft. When they integrated <a href=\"https:\/\/www.bemyeyes.com\/business\/\" target=\"_blank\" rel=\"noreferrer noopener\">accessible support tools<\/a> like Service AI and Service Connect, it led to a <em><a href=\"https:\/\/www.bemyeyes.com\/business\/microsoft-case-study\/\" target=\"_blank\" rel=\"noreferrer noopener\">66% reduction in average call times<\/a><\/em> for blind and low-vision users while boosting customer satisfaction in the process. <\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-are-accessibility-kpis\">What Are Accessibility KPIs?<\/h2>\n\n\n\n<p>Accessibility KPIs fall into two broad categories: quantitative (what you can count) and qualitative (what you can understand). <\/p>\n\n\n\n<p>Quantitative KPIs include things like resolution rates, handle times, and <a href=\"https:\/\/www.w3.org\/WAI\/WCAG22\/Understanding\/conformance\" target=\"_blank\" rel=\"noreferrer noopener\">WCAG conformance scores<\/a>. For instance\u2026 <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How many customer queries are resolved without agent escalation? <\/li>\n\n\n\n<li>What percentage of your app\u2019s core flows are accessible by screen reader? <\/li>\n\n\n\n<li>How many support interactions come from users with disabilities and what\u2019s their first-time fix rate? <\/li>\n<\/ul>\n\n\n\n<p>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. <\/p>\n\n\n\n<p><strong><em>\u201cA robust measurement strategy blends both data and empathy. It doesn\u2019t just ask \u2018Did we meet the standard?\u2019 it asks *\u2018Did we meet the person where they are?\u201d &#8211; Lou Cooper, Customer Success Manager, Be My Eyes<\/em><\/strong><\/p>\n\n\n\n<div class=\"hs-cta-embed hs-cta-simple-placeholder hs-cta-embed-198669337409\"\n  style=\"max-width:100%; max-height:100%; width:700px;height:347px\" data-hubspot-wrapper-cta-id=\"198669337409\">\n  <a href=\"https:\/\/cta-service-cms2.hubspot.com\/web-interactives\/public\/v1\/track\/redirect?encryptedPayload=AVxigLL3zsPLr3ACV5ud8R7%2FFR71t2gKeAzIWBOIaewNRrersBNvuC5HPco2LpFYHNvJMmwRDAjvbWxwriasXREyamrk1sF5GyK0wRDFaOhzfW7q70Gxr9TYvNW7TwbmE8k52ATFxqtONqYGbvGfWHQABzZeVNODGBYjPFkP22u2JsDJFZqWLSn7VfsJOd9qyplte76FJS%2F%2Fgaxhm5HBkiTyQLKnSgK5A9bQQFFT2ugmDwynSmE%3D&#038;webInteractiveContentId=198669337409&#038;portalId=6577197\" target=\"_blank\" rel=\"noopener\" crossorigin=\"anonymous\">\n    <img decoding=\"async\" alt=\"Download the FREE eBook\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/6577197\/interactive-198669337409.png\" style=\"height: 100%; width: 100%; object-fit: fill\"\n      onerror=\"this.style.display='none'\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" \/>\n  <\/a>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-aligning-accessibility-kpis-to-business-objectives\">Aligning Accessibility KPIs to Business Objectives<\/h2>\n\n\n\n<p>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 <a href=\"https:\/\/www.qualtrics.com\/en-gb\/experience-management\/customer\/what-is-csat\/\" target=\"_blank\" rel=\"noreferrer noopener\">CSAT scores<\/a> or average resolution time for blind and low-vision users are highly relevant. <\/p>\n\n\n\n<p>A \u201cgood\u201d CSAT score depends on your sector, but generally, <em>anything above 70%<\/em> is considered a good place to be in. <\/p>\n\n\n\n<p><strong><em>\u201cIf you\u2019re competitor focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.\u201d &#8211; Jeff Bezos (Founder &amp; CEO at Amazon) <\/em><\/strong><\/p>\n\n\n\n<p>If you\u2019re 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. <\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-tools-and-dashboards-for-tracking\">Tools and Dashboards for Tracking<\/h2>\n\n\n\n<p>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\u2014and where they may be falling short. <\/p>\n\n\n\n<p>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. <\/p>\n\n\n\n<p>When it comes to WCAG conformance testing in particular, here are a few key stats to consider from <a href=\"https:\/\/webaim.org\/projects\/million\/\" target=\"_blank\" rel=\"noreferrer noopener\">WebAIM<\/a>; <\/p>\n\n\n\n<p><strong><em>22.1% of all images on website home pages don\u2019t have alt text, which is essential for screen reader users. <\/em><\/strong><\/p>\n\n\n\n<p><strong><em>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. <\/em><\/strong><\/p>\n\n\n\n<p><strong><em>Over 96% of the world\u2019s 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. <\/em><\/strong><\/p>\n\n\n\n<p>Many organizations are now integrating accessibility KPIs into their CRM or CX platforms, tracking them alongside core performance indicators. <\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-continuous-improvement-through-data\">Continuous Improvement Through Data<\/h2>\n\n\n\n<p><strong><em>\u201cOrganizations that treat accessibility KPIs as living signals are the ones that improve fastest and go furthest.\u201d &#8211; Mike Buckley, CEO, Be My Eyes<\/em><\/strong><\/p>\n\n\n\n<p>Accessibility is not a one-time fix.<\/p>\n\n\n\n<p>It\u2019s a process of learning, listening, and evolving. <\/p>\n\n\n\n<p>Metrics enable that process by highlighting patterns and surfacing areas for improvement. <\/p>\n\n\n\n<p>Let\u2019s say your AI tool is <em>resolving 90%<\/em> of customer queries without human support, but users are still rating the experience poorly. Or perhaps your app meets <a href=\"https:\/\/www.w3.org\/TR\/WCAG21\/\" target=\"_blank\" rel=\"noreferrer noopener\">WCAG 2.1 standards<\/a>, 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-future-outlook-ai-regulation-and-market-reach\">Future Outlook: AI, Regulation, and Market Reach<\/h2>\n\n\n\n<p>Looking ahead, accessibility KPIs will only grow in importance. <\/p>\n\n\n\n<p>As AI becomes more integrated into service delivery, measuring the accessibility of those tools, from voice interfaces to visual interpreters, will be crucial. <\/p>\n\n\n\n<p>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. <\/p>\n\n\n\n<p>Organizations that invest in accessibility today are preparing for the market realities of tomorrow. They\u2019re building products that work for more people. They\u2019re reducing legal risk. And they\u2019re shaping a brand that stands for equity and inclusion.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ready-to-elevate-your-accessibility-strategy\">Ready to Elevate Your Accessibility Strategy?<\/h2>\n\n\n\n<p>Accessibility KPIs are reflections of your organization&#8217;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. <\/p>\n\n\n\n<p>If you&#8217;re not tracking accessibility yet, now is the time to start. <\/p>\n\n\n\n<p>At Be My Eyes, we believe accessibility should be measurable, meaningful, and transformative, for your business and your customers. That\u2019s 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. <\/p>\n\n\n\n<p><strong>Contact our team or <a href=\"https:\/\/www.bemyeyes.com\/business\/request-a-demo\/\" target=\"_blank\" rel=\"noreferrer noopener\">request a demo<\/a> to explore how Be My Eyes can help you improve and lead in accessibility.<\/strong><\/p>\n\n\n\n<div class=\"hs-cta-embed hs-cta-simple-placeholder hs-cta-embed-198669337409\"\n  style=\"max-width:100%; max-height:100%; width:700px;height:347px\" data-hubspot-wrapper-cta-id=\"198669337409\">\n  <a href=\"https:\/\/cta-service-cms2.hubspot.com\/web-interactives\/public\/v1\/track\/redirect?encryptedPayload=AVxigLL3zsPLr3ACV5ud8R7%2FFR71t2gKeAzIWBOIaewNRrersBNvuC5HPco2LpFYHNvJMmwRDAjvbWxwriasXREyamrk1sF5GyK0wRDFaOhzfW7q70Gxr9TYvNW7TwbmE8k52ATFxqtONqYGbvGfWHQABzZeVNODGBYjPFkP22u2JsDJFZqWLSn7VfsJOd9qyplte76FJS%2F%2Fgaxhm5HBkiTyQLKnSgK5A9bQQFFT2ugmDwynSmE%3D&#038;webInteractiveContentId=198669337409&#038;portalId=6577197\" target=\"_blank\" rel=\"noopener\" crossorigin=\"anonymous\">\n    <img decoding=\"async\" alt=\"Download the FREE eBook\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/6577197\/interactive-198669337409.png\" style=\"height: 100%; width: 100%; object-fit: fill\"\n      onerror=\"this.style.display='none'\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" \/>\n  <\/a>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>In recent years, accessibility has moved from the margins of compliance into the center of strategic business conversations. Whether it\u2019s 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. Yet for many<\/p>\n","protected":false},"author":12,"featured_media":3436,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[4],"tags":[],"class_list":["post-3429","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Accessibility KPIs: How to Measure and Improve Your Accessibility Efforts<\/title>\n<meta name=\"description\" content=\"Learn how to track, measure, and improve accessibility KPIs to boost compliance, inclusion, and business results.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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