KPI Portal

Call reponse

The number of responses within a predefined time period. Indicates responsiveness of the organization. Can also be presented as the percentage of all responses.Variables: Number of responses within a predefined time period, total number of responsesCalculation: (Number of responses during a predefined time period / total number of responses) * ...

Posted in All sectors, Internal Process, KPI, Sales / Aftersales | No Comments »

Complaints

Total number of complaints (both absolute as presented as % of customers). This measure is an indicator of poor processes. Focus on bringing average number of complaints down.Variables: Number of complaints (, number of customers)Calculation: Number of complaints. Or: (Number of complaints / Number of customers) * 100%Measured as: Percentage ...

Posted in All sectors, Internal Process, KPI, Sales / Aftersales | No Comments »

Employee turnover

Extent to which employees leave the organization. Employee turnover indicates the level of satisfaction and motivation and the market position of the organization. Variables: Number of employees that have left the organization, total number of employees Measured as: Percentage (%), Calculation: (Number of employees that have left the organization / total number of ...

Posted in All sectors, Human Resource Management, Internal Process, KPI | No Comments »

Employee motivation

Extent to which employees are well-motivated (survey score 7 or higher). Employee motivation is important for the overall performance of an organization. Variables: Number of well-motivated employees, total number of employeesMeasured as: Percentage (%), Calculation: (well motivated employees / total number of employees) * 100%

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Illness rate

Number of potential working days that can not be effectively be used due to illness. Illness cost money and stresses team performance, so this measure has to be lowered. Variables: Total number of illness days, total number of working daysMeasured as: Percentage (%), Calculation: (Total number of illness days / total ...

Posted in All sectors, Human Resource Management, Internal Process, KPI | No Comments »