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Key Performance Indicators

This document provides examples of templates for designing key performance indicators (KPIs). The first example KPI aims to measure customer satisfaction, with a target of 55% net promoter score by the end of 2020. It will be calculated monthly via a customer survey. The second example measures net profits, with a target of $1.25 million by year-end. It will be reported weekly using data from the finance system. The template includes sections for strategic goal, audience, performance questions, indicator name, data collection, targets, reporting frequency, and other details.

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ASHWIN RATHI
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62 views3 pages

Key Performance Indicators

This document provides examples of templates for designing key performance indicators (KPIs). The first example KPI aims to measure customer satisfaction, with a target of 55% net promoter score by the end of 2020. It will be calculated monthly via a customer survey. The second example measures net profits, with a target of $1.25 million by year-end. It will be reported weekly using data from the finance system. The template includes sections for strategic goal, audience, performance questions, indicator name, data collection, targets, reporting frequency, and other details.

Uploaded by

ASHWIN RATHI
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Example Template for Designing

Key Performance Indicators


Example 1 Example 2
Strategic Goal:
Name the strategic objective Grow Customer Satisfaction. Grow Our Profits.
(from the strategy map), which
is being assessed with (Customer Perspective) (Finance Perspective)
this indicator.

Audience / Access:
Name the key qudience for this Board of Directors and Board of Directors and
indicator and clarify who will Marketing Team. Finance Team.
have access rights to it.

Key Performance Question(s):


To what extent are our customers To what extent are we
Name the performance
question(s) this indicator is satisfied with our service? generating bottom-line results?
helping to answer.

How will and won't this indicator


be used?
The indicator will be used to The indicator will be used to
Describe how the insights this assess and report on our assess and report financial
indicator generates willbe used customer success internally. It will performance internally and
ond outline how this indicator not be Used to assess externally. It willalso be a key
willnot be used. performance of individuals or to indicator to determine
determine bonus payments. executive pay.

Indicator Name:
Pick a short and clear Net Promoter Score. Net Profit.
indicator name.

DataCollection Method:
Describe how the data will be The data will be collected using a The data for the net profit
collected. mail-based survey. metric is collected from the
income statement (or the finance
and accounting system).

ban Bernard Morr & Co


Example Template for Designing
Key Performance Indicators
Assessment/ Fomula/ Scale: NetProfit (S) =Sales revenue ($)
at all
Using o 0-10scole(Noot - Total Costs($).
Describe how performance levels likely to extremely likely)
will be determined. This can be How likely
participants answer:
qualitative, in which case the recommend us to o
assessment criteria need to be are you to
friend?
identified, or it con be numerical NPS = % of Promoters
or using a scale, in which case
(score 9.10)-5 of Detractors
the formula or scales with
(score 0-6).
categories need to be identified.

2020.
Targets and Performance $1,250,000 by the end of
Thresholds: 55% by the end of 2020.
ldentification of targets,
benchmarks,and thresholds for
traffic lighting.

Source of Data:
Fingnce and accounting system.
Describe where the data will Survey of existing customers.
come from.

Data Collection Frequency:


Describe how frequently is this Monthly data collection - Weekly.
indicator will be collected. If sampled 10% of our customer
possible, include a forward data base.
schedule.

Reporting Frequency:
Outline how frequently this Monthly. Weekly.
indicator will be reported to the
different oudiences
(if applicable).

Data Entry:
Name the person or role lan Miller - Marketing Assistant. Joe Blox (Finance Clerk).
responsible for collecting and
updating the data?

n Bernard Marr & Co.


Example Template for Designing
Key Performance Indicators
Expiry / Revision Date:
24 months. Target to be revised annually.
ldentify the date until when this
indicator will be valid to or when
it willhave to be revised.

Validate your KPI


How much will it cost?:

Estimate the costs incurred by Costs are significant, bt cheaper The costs of producing the net
introducing and maintaining this than a tra ditional cUstomer profit measure are low because
indicator. satisfaction survey. the data is readily avalable.

How complete is this indicator?:


Briefly assess how well this It provides us with a nice simple Net Profit is one of a range of
indicator is helping to answer number, but the data should be profitability metrics. However,
the associated key performance supplemented with unstructured on its own it willnot give us the
question and identify possible feedback about: full picture and can lead to short
limitations term thinking. It willneed to be
"What is particularly good? seen over time and the
context of other measures such
" What could be improved? as revenue, profit margin,
operatingprofit, return on assets
and return on equity.

Possible unintended
consequences: People could possibly influence The danger with net profit is that
cUstomers before they take the people could cut costs to the
Briefly describe how this survey or they could select detriment of long-term
indicator could influence the
cUstomers that are likely to performance but deliver positive
wrong behaviors or how people respond positively. shot term results.
could cheat on this KPI. Briefly

Extra Notes

Bernard Marr & Co.

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