360 degree customer view kpi

360o Customer View - KPI

By: Sanjeev Kumar Sinha (PMI-PBA)

LinkedIn Profile: https://in.linkedin.com/in/sanjeev-sinha-pmi-pba-5a7b392

Service Management

KPI Title # HitsKPI Description Number of visitors availing self-service

KPI Rationale Measure success of online self-service portal

KPI Target Measure number of visitors availing online self-service portal

KPI Calculation [Population availing self-service]

Data Source Service Manager

Data Collection Frequency

[Quarterly][Yearly]

Service Management – Self-service (online portal)

KPI Title # EscalationKPI Description Number of issues related to services escalated

KPI Rationale Measure Service Management efficiency

KPI Target Check number of escalation against predefined threshold

KPI Calculation [Number of issues escalated]

Data Source Service Manager


Daily

Service Management (Cont.) - Escalation

Service Management

KPI Title # Calls to Call Center SupportKPI Description Number of calls to customer service.

KPI Rationale Higher number should mean more customer require assistance and the procedures to avail airline services are not so customer friendly

KPI Target A threshold of N number of calls per month may be marked as acceptable, beyond threshold level it should be evaluated by concerned stakeholders to find means to bring it down.

KPI Calculation Number of calls received by call center in a month

Data Source CRM


[Monthly] [Quarterly] [Yearly]

Service Management (Cont.) – Call Center Support

Service Management

KPI Title # Complains handledKPI Description Number of complaints handled online

KPI Rationale To measure the efficiency of customer service and to assess company’s business process/procedure meant for the customers.

KPI Target A threshold of N number of calls per month may be marked as acceptable, beyond threshold level it should be evaluated by concerned stakeholders to find means to bring it down.

KPI Calculation Number of complains handled in a month

Data Source CRM




Service Management

KPI Title % Satisfaction SurveyKPI Description Customer satisfaction compared to previous years

KPI Rationale This helps analyze customer satisfaction with regards to airlines services

KPI Target A baseline can be taken to check the level of satisfaction. Percent less than the baseline is subject to evaluation by stakeholders

KPI Calculation Percentage of [(Number of feedbacks marked satisfactory, good, and beyond / Total number of feedbacks)]

Data Source CRM




Service Management

KPI Title ForecastingKPI Description Revenue/Sales forecasting

KPI Rationale Manage inventory and handle no show, over booking, etc.

KPI Target Forecast sales

KPI Calculation []Data Source Revenue Management


MonthlyYearly

Sales

Sales

KPI Title % No Show RateKPI Description Percentage of customer did not board the plane

KPI Rationale Estimate/forecast over booking rate

KPI Target Measure the ratio of bookings that are dropped without announcement, the guest not arriving at the due date

KPI Calculation [number of booked customers] percent of [number of customers not arrived]

Data Source Airline Reservation System, Departure Control System (DCS)


Monthly

Sales (Cont.)

Sales

KPI Title $ Revenue per saleKPI Description Revenue earned per sale

KPI Rationale Measure the average value of a sales transaction

KPI Target Measure the average value of a sales transaction

KPI Calculation [Total sales revenue] divide by [Number of sales]

Data Source Revenue Accounting, Revenue Management


Daily

Sales (Cont.)

Sales

KPI Title % Revenue generatedKPI Description Percentage of actual revenue generated

KPI Rationale Compare actual planned budget with actual generate revenue to check company’s performance

KPI Target Measure the percentage of revenue generated in comparison with the actual planned budget

KPI Calculation [planned revenue] percent of [actual revenue generated]

Data Source Revenue Management


Monthly

Sales (Cont.)

Sales

KPI Title % Passenger seats soldKPI Description Percentage of passenger seats sold

KPI Rationale Measure the demand

KPI Target Measure the rate at which the plane capacity is occupied

KPI Calculation NA

Data Source Airline Reservation System, Revenue Management


Monthly

Sales (Cont.)

Sales

KPI Title # Emails SentKPI Description Number of emails sent for product promotions

KPI Rationale Help analyze the efforts made towards email marketing

KPI Target Targeted number of emails sent and verified by stakeholders

KPI Calculation Number of emails sent

Data Source CRM


[Daily] [Monthly] [Quarterly] [Yearly]

Marketing - Email marketing

Marketing

KPI Title # Response EmailsKPI Description Number of emails/response received in response to the

marketing emails sent

KPI Rationale Help analyze the result of the efforts made towards email marketing

KPI Target Targeted number of response/email received in response to the marketing email sent and verified by stakeholders

KPI Calculation Number of emails received

Data Source CRM



Marketing - Email marketing

Marketing

KPI Title % Marketing Campaign EffectivenessKPI Description Measures the effectiveness of the marketing efforts within a

campaign, often referred to as conversion rate

KPI Rationale Measures the effectiveness of the marketing efforts within a campaign, in the sense of obtaining the desired response from the target consumers (subscriptions, purchases etc.)

KPI Target Stakeholders to measure the effectiveness and take corrective actions if found below accepted level

KPI Calculation [population expected to convert into customer] percentage of [population exposed to the campaign effort]

Data Source CRMData Collection Frequency


Marketing - Campaign Management

Marketing

KPI Title % Response RateKPI Description Measures the percentage of customers who respond to

communications in a given time period

KPI Rationale Measure campaign effectiveness

KPI Target Stakeholders to measure the effectiveness and take corrective actions if found below accepted level

KPI Calculation [population converted into customer] percentage of [population exposed to the campaign effort]

Data Source CRM




Marketing

KPI Title % Lead GeneratedKPI Description Lead generated though email marketing, campaign marketing,

social media campaigns, etc.

KPI Rationale Measure campaign effectiveness

KPI Target Measure the effectiveness against a pre-decided level for the Stakeholders to take corrective actions if found below accepted level

KPI Calculation [population responded to campaign] percentage of [population exposed to the campaign effort]



Marketing – Lead Generation

Marketing

KPI Title % Advertising response ratesKPI Description Measures the share of desired actions undertaken by website

visitors after clicking on advertisements out of the total number of visitors who clicked on them. Such actions may be making a purchase, a donation or registering on website

KPI Rationale Measure the effectiveness of advertising campaign

KPI Target Measure the advertising campaign effectiveness against a pre-decided level for the Stakeholders to take corrective actions if found below accepted level

KPI Calculation [population responded to Ad campaign] percentage of [population exposed to the campaign effort]




Marketing

KPI Title # Promotions conductedKPI Description Measures the number of promotional programs conducted in

period

KPI Rationale To check number of promotions conducted against a target set

KPI Target Measure the promotions conducted for the Stakeholders information

KPI Calculation Number of promotions conducted

Data Source CRM




Marketing

KPI Title # Number of Fans and FollowersKPI Description It’s important to know how many fans, followers, connections,

have on Facebook, Twitter, LinkedIn, Google +, etc. and how many people are in circles.

KPI Rationale To measure the reach of social media campaign

KPI Target Reach a target of N number of follower in a targeted period and to be reviewed by stakeholders

KPI Calculation [Population following the company’s social site]

Data Source CRM


Daily

Marketing – Social Media Campaign

Marketing

KPI Title # Number of Active FollowersKPI Description Active followers who have logged in and interacted within the

past 30 days

KPI Rationale Helps understand the relevance of contents posted on social site. Followers may loose interest and may not visit the social site frequently or may not visit at all.

KPI Target Review the relevance of the contents posted to keep the interest of the followers and hence increase the number of active followers

KPI Calculation [Population visiting the company’s social sites at least once in 30 days]


Daily


Marketing

KPI Title # Number of Likes & SharesKPI Description A check to see if audience likes any of the posts is a good

indication of whether or not the content is attractive to them

KPI Rationale It may so happens the there are active followers but they aren’t liking the contents and gradually loose interest. The KPI is to keep a check on content’s attractiveness.

KPI Target A check to foresee the possibility of loosing active/followers by way of tracking the count of Likes & Shares and for the stakeholders to take corrective actions as and when required.

KPI Calculation [Population liking & sharing contents posted]


Daily


Marketing

KPI Title # Number of Retweets/re-pinsKPI Description A check to see if audience likes any of the posts is a good

indication of whether or not the content is attractive to them

KPI Rationale It may so happens the there are active followers but they aren’t liking the contents and gradually loose interest. The KPI is to keep a check on content’s attractiveness.

KPI Target A check to foresee the possibility of loosing active/followers by way of tracking the count of Likes & Shares and for the stakeholders to take corrective actions as and when required.

KPI Calculation [Population retweeting/re-pining contents posted]

Data Source CRM


Daily


Marketing

KPI Title # First/Business/Economy Class Customer KPI Description Number of First Class, Business Class, & Economy Class

customers

KPI Rationale Check whether customer numbers are growing or declining in each segment

KPI Target Measure number of customers in each segments periodically and compare with the previous numbers

KPI Calculation [Number of First/Business/Economy class customers]

Data Source Airline Reservation System


Monthly

Customer - Customer segmentation

Customer

KPI Title % Customer RetentionKPI Description Percentage of customer retained

KPI Rationale Ensure old customers are not becoming ex customers

KPI Target Measure the portion of customers who have been client at the beginning of the period and who are still customer at the end of the period.

KPI Calculation [Population at the beginning of the period] percent of [Population at the end of the period]

Data Source CRM


Yearly

Customer - Behavior analysis

Customer

KPI Title % Active Loyalty membersKPI Description Measures the rate at which customers are actively involved in

Loyalty programs

KPI Rationale To measure the success of Loyalty membership program

KPI Target To check the result against a set target number of active loyalty members

KPI Calculation [population enrolled in loyalty programs] percentage of [Population frequently involved in loyalty programs]

Data Source Loyalty



Customer - Loyalty program

Customer

KPI Title # Average Loyalty member purchase frequency KPI Description Measures the average frequency at which a Loyalty member

makes a purchase

KPI Rationale This would help maintain the stock and also as per members interest. This would help improve loyalty member program by way of offering similar product at right time customer might be interested.

KPI Target Track purchasing frequency for the stakeholders to formulate future strategy

KPI Calculation Average of [Number of days between two purchases]




Customer

KPI Title $ Purchase volume relative to non Loyalty membersKPI Description Measures the purchase volume of non Loyalty members

KPI Rationale Keep check on stock requirements to maintain the supplies and analyze the purchasing power of non loyalty members

KPI Target Track purchase volume against targeted sales for the stakeholders to formulate strategy

KPI Calculation [Total sales from non loyalty members]

Data Source CRM




Customer

KPI Title % Non Loyalty member satisfactionKPI Description Measures the satisfaction level of customers that are Non

Loyalty members

KPI Rationale Look for potential members for loyalty programs offered by airline. Also, Non loyalty members satisfaction at par with loyalty members will make loose the essence of loyalty program, hence, analyze the loyalty program to make a difference

KPI Target Track satisfaction % against targeted benchmark

KPI Calculation [Non loyalty member population using the services] percent of [satisfied non loyalty member population using the services]




Customer

KPI Title $ Marketing spend per customerKPI Description Measures the average amount the organization spends in

relation to a customer

KPI Rationale This would help compare the average return per customer and adjust the spending with respect to return

KPI Target Measure the average spending on a customer against average return gained from customer

KPI Calculation [Total spending on customer] divide by [Population using the services]

Data Source CRM




Customer

KPI Title % mileage conversionKPI Description Percentage of earned mileage consumed

KPI Rationale Capture customer’s interest and business opportunity

KPI Target Measure the rate at which mileage has been used by customers

KPI Calculation [Total mileage earned] percent of [mileage consumed]

Data Source CRM


Monthly


Customer

KPI Title % Dormancy rateKPI Description Measures the percentage of customers not using the product

or service over a given time period

KPI Rationale This will help analyze the reason and adjust the dormancy time as felt necessary

KPI Target Measures the percentage of customers not using service over N months

KPI Calculation [population enrolled in loyalty program] percent of [population not using the service over n days/weeks/months]

Data Source CRM


Monthly


Customer

KPI Title # Bookings through channels directly accessible to customersKPI Description Capture number of ticketing & reservations through individual

channels like – Airline website, Airline Mobile apps, ATO, CTO, etc., directly accessible to customer

KPI Rationale Check what channels are more preferred by the customers so that the channels are made convenient and available to more customer.

KPI Target Collect the number of booking per channel

KPI Calculation [number of tickets booked per channel]

Data Source Airline Booking System


Daily

Customer – Reservation: 360o customer view and journey based on all touch point interactions

Customer

KPI Title % Deals & Promotions availed by customersKPI Description Capture effectiveness of Deals & Promotions offered by airlines

KPI Rationale Improve Deals & Promotions offered by airlines to customers based on results

KPI Target Percentage of deals & promotions availed against number of deals & promotions offered

KPI Calculation [Number of deals & promotions offered] percent of [deals & promotions availed by customers]

Data Source CRM, Airline Reservation System


Daily


Customer

KPI Title # Changes/cancellationKPI Description Capture changes/cancellation done by customers by channels

directly accessible to them.

KPI Rationale Measure customer friendliness of the system

KPI Target Capture number of changes/cancellations made by customers directly

KPI Calculation [Population opting for booking changes/cancellation by channels directly accessible to them]

Data Source Airline Reservation System


Monthly


Customer

KPI Title # Issues handled successfullyKPI Description Number of issues handled with positive response from

customer (satisfied customer)

KPI Rationale Measure customer service effectiveness

KPI Target Number of issues handled for the service managers to review

KPI Calculation [Number of issues handled successfully]

Data Source CRM


Daily

Customer – Service: 360o customer view and journey based on all touch point interactions

Customer

KPI Title # Complains reported on staff behaviorKPI Description Number of Complains reported on staff behavior

KPI Rationale Measure customer service effectiveness

KPI Target Number of complains reported on staff behavior for the service managers to review

KPI Calculation [Number of complains reported on staff behavior]

Data Source CRM


Daily


Customer

KPI Title # customer opted for pickup & drop serviceKPI Description Number of customers taken pickup & drop services from/to

airport

KPI Rationale Measure ancillary salability/marketability

KPI Target Number of complains reported on staff behavior for the service managers to review

KPI Calculation [Population opted for pickup & drop service]

Data Source CRM


Daily


Customer

KPI Title # Customer opted for hotel accommodationKPI Description Number of times customer has also opted for hotel

accommodation through airline's offerings.


KPI Target Find number of times customer has booked hotel accommodation and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has booked hotel accommodation]

Data Source Airline Reservation System, Departure Control System (DCS), CRM


Daily


Customer

KPI Title # Check-in through various channelsKPI Description Number of check-ins through Kiosk, Check-in desk, website,

mobile application, etc.

KPI Rationale Check what channels are more preferred by the customers so that the channels are made convenient and available to more customer.

KPI Target Collect the number of check-ins per channel

KPI Calculation [Number of check-ins through various channels]

Data Source Departure Control System [DCS]


Daily

Customer – Departure: 360o customer view and journey based on all touch point interactions

Customer

KPI Title Queue wait time at the check-in deskKPI Description Customer’s average wait time before reaches the desk for

check-in

KPI Rationale Measure the wait time to adjust the check-in desk and number of staff to meet the demand

KPI Target Average wait time a customer spends in queue for check-in at the desk

KPI Calculation Average [wait time a customer spends in queue for check-in]

Data Source <if it is captured in any system>




Customer

KPI Title Queue wait time at the check-in kioskKPI Description Customer’s average wait time at the kiosk for check-in

KPI Rationale Measure the wait time to adjust the check-in Kiosk number to meet the demand

KPI Target Average wait time a customer spends in queue for check-in through Kiosk

KPI Calculation Average [wait time a customer spends in queue for check-in]

Data Source <if it is captured in any system>




Customer

KPI Title # Curbside check-inKPI Description Number of curbside Check-Ins. This will help analyze customer

preference and revenue potential as this is now a paid service

KPI Rationale Measure the wait time to adjust the check-in desk and number of staff to meet the demand

KPI Target Average wait time a customer spends in queue for check-in through Kiosk

KPI Calculation [Number of curbside check-ins]

Data Source Departure Control System [DCS]




Customer

KPI Title # Baggage drops at kioskKPI Description Number of baggage dropped at Kiosk (Self baggage drop /

check-in)

KPI Rationale Measure success of self baggage check-in / drop

KPI Target Number of self baggage drop compare with number of baggage checked-in through desk and curbside baggage check-in

KPI Calculation [Number of baggage dropped at Kiosk]

Data Source Baggage data store (BDS)




Customer

KPI Title # Baggage drops at deskKPI Description Number of baggage dropped at desk

KPI Rationale Measure customers interest of baggage check-in through desk

KPI Target Number of baggage checked-in compare with number of self baggage drop and curbside baggage check-in

KPI Calculation [Number of baggage checked-in through desk]

Data Source Baggage data store (BDS)




Customer

KPI Title % Lounge Facilities availed by customersKPI Description Percent of customer availing airport lounge facility

KPI Rationale To adjust the lounge capacity as per average demand which will help minimize expense. Offer deals & promotions to increase the revenue through lounge bookings

KPI Target Measure the percentage of lounge salability

KPI Calculation [population travelling through the airline] percentage of [population booking the lounge]

Data Source Airport Services




Customer

KPI Title # Customer booked airport loungeKPI Description How many times the (individual) customer has booked airport

lounge.


KPI Target Find number of times customer has booked airport lounge and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has booked airport lounge]

Data Source Departure Control System (DCS), CRM


Daily


Customer

KPI Title # Customer requested for Travel InsuranceKPI Description How many times the (individual) customer has requested for

Travel Insurance.


KPI Target Find number of times customer has requested for travel insurance and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has requested for travel insurance]



Daily


Customer

KPI Title % boarding delaysKPI Description Percentage of boarding delays

KPI Rationale Percentage of boarding delays to find out how much it is impacting customers views and journey experiences

KPI Target Measure percentage of delayed boarding in a defined period

KPI Calculation [Number of boarding] percentage of [Number of delayed boarding]

Data Source Departure Control System (DCS)


Daily


Customer

KPI Title # Customer has opted for Wi-Fi.KPI Description How many times out of the total travel made in Wi-Fi enabled

flight, the (individual) customer has opted for Wi-Fi.


KPI Target Find number of times customer has purchased Wi-Fi on board and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has purchased Wi-Fi]

Data Source CRM


Daily

Customer – In-Flight: 360o customer view and journey based on all touch point interactions

Customer

KPI Title # Customer has opted for special mealKPI Description How many times out of the total travel made, the (individual)

customer has opted for special meal.


KPI Target Find number of times customer has purchased special meal on board and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has purchased special meal]

Data Source Airline Reservation System, Departure Control System (DCS), CRM


Daily


Customer

KPI Title # Customer has requested for extra leg spaceKPI Description How many times the (individual) customer has requested for

extra leg space.


KPI Target Find number of times customer has requested for extra leg space and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has requested for extra leg space]



Daily


Customer

KPI Title # Customer has requested for particular type of seatKPI Description How many times the (individual) customer has requested for

particular type of seat.


KPI Target Find number of times customer has requested for particular type of seat and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has requested for particular type of seat]



Daily


Customer

KPI Title % In-Flight salesKPI Description What item sales most.

KPI Rationale Maintain the supplies as per demand. Stock the customers’ preferred items. Offer deals & promotions to further increase the revenue through ancillary.

KPI Target Measure the percentage of In-Flight salability

KPI Calculation [population purchasing ancillary product through the airline] percentage of [population purchasing ancillary product in-flight]

Data Source CRM


Monthly


Customer

KPI Title % Customer potential purchaseKPI Description How many times out of the total travel made, the (individual)

customer has purchased from inflight sales. Out of the total offering, what is he most likely to purchase


KPI Target Find number of times customer has purchased same product and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has purchased] percent of [number of times customer has purchased same product]

Data Source CRM


Daily


Customer

KPI Title # Customer purchased particular type/brand. KPI Description Number of times (Individual) customer has purchased a

particular type/brand (of Alcoholic beverages sold on-board).


KPI Target Find number of times customer has purchased a particular type /brand of product and check against a criteria set to measure customers interest

KPI Calculation [Number of times customer has purchased a particular type /brand of product]

Data Source CRM


Daily


Customer

KPI Title % Alcoholic beverages type/brand sold on-boardKPI Description What type sales the most. What type is most profitable.

KPI Rationale Maintain the supplies as per demand. Stock the customers’ preferred items. Offer deals & promotions to further increase the revenue through ancillary.

KPI Target Measure the percentage of In-Flight salability

KPI Calculation [population purchasing alcoholic beverage in-flight] percent of [population purchasing particular type/brand alcoholic beverages in-flight]

Data Source CRM


Daily


Customer

KPI Title # Customer Reported Lost luggageKPI Description Number of customer reported lost luggage on arrival

KPI Rationale Minimize the revenue loss due to lost luggage payments

KPI Target Number of lost luggage beyond acceptable limit

KPI Calculation [Number of customer reported baggage lost]

Data Source Baggage Data Store (BDS)


Daily

Customer – Arrival: 360o customer view and journey based on all touch point interactions

Customer

KPI Title % Lost luggageKPI Description Measures the rate at which luggage is lost during the

passenger transportation process


KPI Target Percentage of lost luggage beyond acceptable limit

KPI Calculation [Number of baggage checked-in] percent of [Number of baggage lost]



Daily


Customer

KPI Title # Customers received baggage with delaysKPI Description Number of passenger received baggage with delays more than

a certain number of days out of the total baggage manipulated

KPI Rationale Minimize the revenue loss due to delayed baggage delivery compensation

KPI Target Number of delayed baggage delivery beyond acceptable limit

KPI Calculation [Number of baggage delayed delivery]



Daily


Customer

KPI Title % Delayed baggageKPI Description Measures the percentage of passenger baggage delayed more

than a certain number of days out of the total baggage manipulated

KPI Rationale Minimize the revenue loss due to delayed baggage delivery compensation

KPI Target Percentage of delayed baggage delivery beyond acceptable limit

KPI Calculation [Number of baggage checked-in] percent of [Number of delayed baggage delivery]



Daily


Customer

KPI Title % Damaged baggageKPI Description Measures the percentage of passenger baggage damaged out

of the total baggage manipulated

KPI Rationale Minimize the revenue loss due to damaged baggage compensation

KPI Target Percentage of damaged baggage beyond acceptable limit

KPI Calculation [Number of baggage checked-in] percent of [Number of damaged baggage]



Daily


Customer

KPI Title % Lost baggage on connecting flightsKPI Description Measures the amount of baggage that was lost during

connecting flights transfers out of the total amount of baggage handled by operators


KPI Target Percentage of lost luggage beyond acceptable limit

KPI Calculation [Number of baggage transferred] percent of [Number of baggage lost]



Daily


Customer

KPI Title % Return On Investment (ROI)KPI Description Percentage of influence on overall ROI though email marketing,

campaign marketing, social media campaigns, etc.

KPI Rationale Measure revenue contribution from email marketing, campaign marketing, and social media

KPI Target Measure revenue contribution from email marketing, campaign marketing, and social media against total ROI

KPI Calculation [Total ROI] percent of [ROI from email marketing + campaign marketing + social media]



Monthly

Financial – performance measurement of CRM initiatives

Financial

KPI Title $ Customer profitabilityKPI Description Profit earned from the relationship with a customer in a given

time period

KPI Rationale Measures the profit earned from the relationship with a customer in a given time period

KPI Target Measure revenue contribution from ancillary sales to loyalty members

KPI Calculation [revenue earned from ancillary sales to loyalty members]



Monthly

Financial - Loyalty program

Financial

KPI Title % Top Products/ServicesKPI Description The most popular products/services offered

KPI Rationale The most popular products/services offered by the rival company.

KPI Target Compare percentage of top services/products offered by rival company with top services/products offered by your company

KPI Calculation [Total number of products/services offered] percentage of [Number of top product/services offered]

Data Source NA


[Quarterly][Yearly]

Competitor Analysis – Product/Service

Competitor Analysis

KPI Title # Product/Service Success Analysis KPI Description The most popular products/services offered by the rival

company.

KPI Rationale Analyze customer’s interest and shape the company’s products/services offerings and promotions accordingly

KPI Target Compare most salable services/products offered by rival company with services/products offered by your company

KPI Calculation [Most salable product/service ]

Data Source NA


[Quarterly][Yearly]


Competitor Analysis

KPI Title % Service QualityKPI Description Measure service quality

KPI Rationale Measure rival company’s service quality

KPI Target Measure rival company’s service quality on a scale of 1 to 10. 1 being least moving upward up to 10 being highest quality.

KPI Calculation [Number of probable service feedback/response] percentage of [Number of probable positive service feedback/response][compare scale 1-10 with percentage arrived]

Data Source NA


[Quarterly][Yearly]


Competitor Analysis

KPI Title % Market PenetrationKPI Description Market penetration percentage

KPI Rationale Compare and measure the gap between rival company’s market penetration percentage with your company’s market penetration to improve upon your market penetration strategy.

KPI Target Compare rival company’s market penetration percentage with your company’s market penetration.

KPI Calculation [Total market share] percentage of [Rival company’s market share][Total market share] percentage of [your company’s market share]

Data Source NAData Collection Frequency

[Quarterly][Yearly]


Competitor Analysis

KPI Title % Retention Rate KPI Description Percentage of new hires that are still with the rival company

after a certain period of time.

KPI Rationale Measure competitor company’s employees retention rate

KPI Target Measure competitor company’s employees retention rate

KPI Calculation [Number of employees hired in current calendar year and continue to work with the company]

Data Source Human Resource System


[Yearly]

Competitor Analysis – Human Factor

Competitor Analysis

KPI Title # Employee Longevity KPI Description The average number of years employees stay with the

competitor company.

KPI Rationale Measure competitor company’s employees iteration rate

KPI Target Measure competitor company’s employees iteration rate

KPI Calculation [Sum of present employees stayed years ] divide by [Number of present employees]

Data Source Human Resource System


[Yearly]

Competitor Analysis – Human Factor

Competitor Analysis

KPI Title % Competitor ObjectivesKPI Description Analysis of the competitor company's objectives.

KPI Rationale The knowledge of the competitor's objectives (for e.g. growth rate, customer loyalty, market share, technology leadership etc.) allows to foresee and predict its actions.

KPI Target Determine Competitors and compare against company’s objective.

KPI Calculation NAData Source NA


[Quarterly][Yearly]

Competitor Analysis - Strategy

Competitor Analysis

KPI Title % ResponsivenessKPI Description Assessment of the competitor company's ability to react.

KPI Rationale When dealing with competitors it is important to predict how and how quickly they might react to your company's actions. For example, companies with large cash reserves are able to act both defensively and off.

KPI Target Assess Competitors responsiveness against assumed percentage.

KPI Calculation NAData Source NAData Collection Frequency

[Quarterly][Yearly]


Competitor Analysis

KPI Title % Churn RateKPI Description Percentage of customers (subscriber, user, client, etc.) ceases

his or her relationship with a company.

KPI Rationale It is important to know % of customers (subscriber, user, client, etc.) ceases his or her relationship with a company so as to improve churn rate.

KPI Target Assess customer churn rate to check if it is higher then 10%.

KPI Calculation [number of clients lost] divided by [the number of clients at the start of the month]

Data Source NA


[Monthly]


Competitor Analysis

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Thank you

360 degree customer view kpi

Data & Analytics