Knowledge Health Scores

A knowledge health score is a single composite metric that summarizes the current state of the knowledge base across multiple dimensions. Like the KRS from KM-301f, it makes a multi-dimensional quality state visible in a single number that can be trended over time and reported to leadership without requiring them to read a five-page metrics report. The knowledge health score is not a substitute for the underlying metrics — it is a summary instrument for executive communication and trend monitoring.

1. Coverage Score (0–25) What percentage of the priority use cases have adequate knowledge base coverage? Score: (percentage of priority use cases with zero-result rate below 5%) × 25. A score of 25 means all priority use cases are well-served. A score of 0 means the knowledge base does not cover any priority use case adequately. Coverage is the first health dimension because it is the prerequisite for all other value.
2. Quality Score (0–25) What percentage of knowledge base articles meet the defined quality standard? Score: (percentage of articles rated positively by users in the last 90 days, among articles with sufficient rating volume) × 25. Articles with insufficient rating volume are not penalized — they are flagged for review. Quality without usage data is assumed at the median.
3. Freshness Score (0–25) What percentage of knowledge base articles are within their defined freshness SLA? Score: (percentage of articles certified as current within SLA) × 25. An article that has not been reviewed within its defined review cycle is not counted as current regardless of its actual accuracy. Freshness is a governance metric — it measures whether the maintenance system is working.
4. Adoption Score (0–25) What percentage of the target practitioner population actively uses the knowledge system? Score: (monthly active user rate as percentage of total target practitioners) × 25. An adoption score of 25 means the full target population uses the system at least once per month. Adoption is the ultimate health signal: a knowledge system that the target population does not use has zero actual value regardless of its quality and freshness scores.