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systems, analytics, performance

KPI - Key Performance Indicators

What is a KPI?

A Key Performance Indicator is a comparison that provides objective evidence of the degree to which a performance result is occurring over time.

Sample Key Performance Indicators

  • Quality of services
  • Quality of products
  • New services
  • Customer Satisfaction levels
  • Revenue
  • Expenses
  • Profits
  • New products
  • Client retention
  • New network connections
  • Amount of good publicity
  • Staff engagement
  • New regions entered
  • New markets created
  • New customers
  • No. major accidents
KPI example

Performance Over Time

The KPI is “Customer Satisfaction” and the measurement (objective evidence) is the rating (Score) obtained from asking customers their level of satisfaction with a product or service each quarter. The comparison is the difference between each quarter. The results indicate that the performance is improving over time.