Customer Perspective Kpi Library

Objective KPI

Enhance the level of customer service Delivery In Full On Time (DIFOT) Effectiveness of measures like credits, damages, and reason code analysis for DIFOT failures Customer service performance against standard Number of customer claims Customer profitability Cost per delivery per customer Customer orders delivered in full Customer orders delivered on time Correct documentation Customer responsiveness Sales forecasting accuracy First request versus negotiated

Objective KPI

Develop strong customer relationships Satisfied-customer index Brand-image index Customer satisfaction rating (%) Average time spent on customer relations Average time from customer contact to sales response

Objective KPI

Increase customer satisfaction / loyalty through quality products & services Number of visits to customers Response rate Customer-loyalty index Number of customer complaints Customers lost (in number or %) Customer retention Number of negative feedbacks from customers Annual sales per customer Response time

Objective

Increase revenue from common customers

KPI

Annual sales per customers Average customer size Customers per employee Customer service expense per year

Objective KPI

Increase the market share Current market share Sales volume Sales per channel Frequency of sales transactions

Objective KPI

Service levels - Enhance the customer satisfaction Customer invoice accuracy rate Average lead time for all orders Order entry accuracy Delivered in full to customer - by line fill rate or SKU % of orders delivered on time % of customer claims % of product returns Product damage Average waiting time for check out Average value of customer baskets Average value of private-label Products in customer baskets Average weekly sales per store / city / state

Objective KPI

Monitor the customer costs and prevent deviations from budget Cost per customer Actual cost versus budget Marketing cost as a % of sales Marketing expenses

Objective KPI

HR - Effective service for internal customers Employee absence factor (days lost and absence rate) Absence due to sick leave MC issued by government hospitals and panel clinics MC issued by non-government hospitals and non-panel clinics Hospitalisation leave factor

Industrial accidents mandays lost factor Objective KPI

Business plans - Improve customer service Customer service policy document Footfall counts Car park usage User opinion (including visitor satisfaction) Community safety (visitor perception) Retail crime perception Visitor postcode data

Objective KPI

IT enabling systems - Improve customer service Usage of electronic links for fund transfer Usage of electronic links for customer orders

Objective KPI

Improve customer's knowledge through education programs Policy compliance Effectiveness of safety training plan

Objective KPI

Improve response to customer needs for assistance and breakdowns Train all technical experts and certify them Respond to customers in (< 30 minutes)

Objective KPI

Reduce customer complaints regarding packaging defects Variation reports to production (fully completed each day) Recommendations or corrective actions in production (to be taken within 24 hours for each non-compliance) Percentage of undamaged goods (98%)