Customer Engagement Score
Understanding Key Performance Indicators
Performance Indicators
Business Outcomes
Evaluating Business Performance Metrics
Performance Review
Performance Improvement
Outcomes
Measurement 
objectives Identify areas for improvement Make informed strategic decisions Enhance operational efficiency Improve
customer satisfaction Types of Measurement There are several types of measurement commonly used in business analytics and intelligence:
...Net Promoter
Score (NPS), Customer Retention Rate Employee Measurement Evaluates employee performance and
engagement ...Customer Retention Rate Employee Measurement Evaluates employee performance and
engagement ...
Understanding Key Performance Indicators Examples include sales revenue, number of new
customers, and profit margins
...Qualitative KPIs: These are descriptive and subjective measures, such as customer satisfaction ratings and employee
engagement scores
...
Performance Indicators Examples include sales revenue, profit margins, and
customer acquisition costs
...Examples include customer satisfaction ratings and employee
engagement levels
...Customer Service Customer Satisfaction
Score (CSAT) Measures customer satisfaction with a product or service
...
Business Outcomes ROI) Operational Outcomes Efficiency Metrics Cost Reduction Process Improvement
Customer Outcomes Customer Satisfaction Customer Retention Rates Net Promoter
Score (NPS) Employee Outcomes Employee
Engagement Turnover
...
Evaluating Business Performance Metrics Cycle Time, Inventory Turnover, Production Efficiency
Customer Metrics Metrics that assess customer satisfaction and
engagement ...Net Promoter
Score (NPS), Customer Lifetime Value (CLV), Churn Rate Employee Metrics Metrics that measure employee performance and engagement
...
Performance Review Sales Performance Revenue generated, number of new clients acquired
Customer Service Customer satisfaction
score, response time Project Management On-time delivery rate, budget adherence
...
Performance Improvement Employee
Engagement: Involving employees in improvement initiatives fosters a culture of collaboration and innovation
...Customer Satisfaction: Better performance often results in improved customer experiences
...Balanced
Scorecard A strategic planning and management system that aligns business activities to the vision and strategy of the organization
...
Outcomes Improved production time, reduced waste
Customer Outcomes Results that affect customer satisfaction and
engagement ...Higher customer retention rates, increased net promoter
score (NPS) Employee Outcomes Impacts on employee performance and satisfaction
...
Business Impact Market Impact: Influence on market share, brand reputation, and
customer loyalty
...Financial Net Promoter
Score (NPS) Assesses customer loyalty and satisfaction
...Cultural Factors: Organizational culture and employee
engagement can significantly impact performance
...
Understanding Business Metrics Efficiently Inventory Turnover, Production Efficiency
Customer Metrics Metrics focused on customer satisfaction and
engagement ...Net Promoter
Score (NPS), Customer Lifetime Value (CLV) Marketing Metrics Measures related to the effectiveness of marketing efforts
...
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