EXAMPLES OF SOME OF BEST-IN-CLASS PERFORMANCE METRICS USED FOR OPERATIONAL KPI ( Part 2 of 3)
Some of the best in class performance metrics extracted from Abe Aberdeen Group, June 2008 :-В
Operational Metrics
Measurable Values(KPA)
Measured As(KPI)
Customer satisfaction index
Percentage improvement in customer satisfaction
Issue resolution speed
Resolution accuracy in past 12 months
Percentage improvement or decline
(-50% to >50% in increments of 10%)
Customer retention
Rating of customer retention performance during past 12 months
Percentage of actual retention during past [...]
October 26, 2009
Tags: BALANCED SCORECARD, Best-in-class-kpi, KPI, Operational kpi examples Posted in: BALANCED SCORECARD, Performance Mgmt 
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