Definition of this KPI: Number of potential (customers) that have … Number of customer referralsRead more
Customer
Posted inAll private sectors / Customer / Marketing
Net promoter score
Definition of this KPI: Net Promoter Score (NPS) is a … Net promoter scoreRead more
Posted inAll private sectors / Customer / Marketing
Customer lifetime value
Definition of this KPI: The total predicted revenue a business … Customer lifetime valueRead more
Posted inArticles / Inspiration
The Social Media Scorecard
Social media has emerged as a powerhouse in digital communication, … The Social Media ScorecardRead more
Posted inAll sectors / Customer / Marketing
Social Media Customer Satisfaction Score (CSAT)
Definition of this KPI: Customer satisfaction with your brand’s social … Social Media Customer Satisfaction Score (CSAT)Read more
Posted inAll sectors / Customer / Marketing
Social Media customer service response time
Definition of this KPI: Timely responses to customer queries or … Social Media customer service response timeRead more
Posted inArticles / Golden rules
What You Measure Is What You Get
Key Performance Indicators (KPIs) are the compass by which businesses … What You Measure Is What You GetRead more
Posted inAll sectors / Internal / Production
Customer complaints
Definition of this KPI: Customer complaints refer to the formal … Customer complaintsRead more
Posted inAll sectors / Customer / Sales
Customer Satisfaction
Definition of this KPI: A measure of how well a … Customer SatisfactionRead more
Posted inAll private sectors / Customer / Sales
Direct communications per customer
Definition of this KPI: Average number of direct contacts (from … Direct communications per customerRead more
Posted inAll private sectors / Customer / Sales
Sales taken up by top customers
Definition of this KPI: Sales of goods and services taken … Sales taken up by top customersRead more
Posted inAll private sectors / Customer / Marketing
Customer acquisition costs
Definition of this KPI: The cost of acquiring a new … Customer acquisition costsRead more
Posted inAll private sectors / Customer / Sales
Customers lost
Definition of this KPI: Number of customers, or the percentage … Customers lostRead more
Posted inAll private sectors / Customer / Marketing
Customer loyalty index
Definition of this KPI: Percentage of customer retention within customer … Customer loyalty indexRead more
Posted inAll private sectors / Customer / Sales
Customer acquisition rate
Definition of this KPI: Customer acquisition (rate business unit attracts … Customer acquisition rateRead more