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Ultimate Guide to Company KPIs and KPI Dashboard Templates

As Someka, we’ve been preparing and publishing KPI Metrics Dashboard templates for years. This not only includes building the technical spreadsheet part but also a huge amount of business research. So, we wanted to consolidate this know-how and experience into one comprehensive KPI metrics guide.

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After putting in a lot effort and time, we have listed below 465 metrics divided into 21 main categories. You can move to the relevant category by clicking on its title.

Table of Contents

  1. Healthcare Metrics
  2. R&D Metrics
  3. Real Estate Metrics
  4. Quality Metrics
  5. Construction Metrics
  6. SaaS Metrics
  7. Retail Metrics
  8. Procurement Metrics
  9. CRM Metrics
  10. IT Metrics
  11. Manufacturing Metrics
  12. Project Management Metrics
  13. Supply Chain & Logistics Metrics
  14. Call Center Metrics
  15. Digital Marketing Metrics
  16. HR Metrics
  17. Finance Metrics
  18. Sales Metrics
  19. Marketing Metrics
  20. General Management Metrics
  21. Sales Performance Metrics

Healthcare Metrics

Healthcare-KPI-Dashboard-Template-S01-1

Patient Wait Time for OR Average Hospital Stay
ER Wait Time ER Duration of Treatment
Patient Follow-up Inpatient Satisfaction Rate
Outpatient Satisfaction Rate Patient Confidentiality / Confidence Ratio of Patient Privacy
Number of No Show Patients/Cancellation Number of Patients per Medical Staff
Bed or Room Turnover Rate Average Treatment Costs
Permanent Employee Wages Avg. Insurance Claim Processing Cost
Claims Denial Rate Hospital Readmission Rate
Patient Safety Number of Referral Patients
Medication Error Rate Mortality/Death Ratio
Bed Occupancy Rate Number of Training for Employees
Number of Media Mentions

Patient Wait Time for OR

Healthcare Metrics / Customer Satisfaction

Unit:[Minutes]Ideal Range:MinimumLower The Better?:Yes

Description:Average time to wait for operating room. It is an average time that patients are waiting for the surgery.

Calculation Method / Formula:total time to wait for OR all patients wait/ number of patients

Should be High or Low?:The shorter the better. It can have influence on the satisfactory rate.

Belongs To:Healthcare KPI DashboardMetric Category:Time

Average Hospital Stay

Healthcare Metrics / Customer Satisfaction

Unit:[Days]Ideal Range:TargetLower The Better?:No

Description: Amount of days on average that your patients stay in the medical center. Depending on the heath issue patient has the time will vary so if it is necessary this metrics could be split in more categories.

Calculation Method / Formula:number of days per each patient/number of patients

Should be High or Low?:Best if it’s close to the target. It has an impact on hospital capacity, number of beds, doctors and other medical stuff.

Belongs To:Healthcare KPI DashboardMetric Category:Time

ER Wait Time

Healthcare Metrics / Customer Satisfaction / Work Time Management

Unit:[Minutes]Ideal Range:MinimumLower The Better?:Yes

Description:Shows how long patients wait until seeing a doctor.

Calculation Method / Formula:total time all patients wait/ number of patients

Should be High or Low?:The shorter the better. It can have influence on the satisfactory rate.

Belongs To:Healthcare KPI DashboardMetric Category:Time

ER Duration of Treatment

Healthcare Metrics / Customer Satisfaction / Work Time Management

Unit:[Minutes]Ideal Range:MinimumLower The Better?:Yes

Description:This is complete time measured from admission until getting into emergency room and full time of the first medical intervention.

Calculation Method / Formula:Total time ER wait time + Time of doctor intervention

Should be High or Low?:The shorter the better. It can have influence on the satisfactory rate.

Belongs To:Healthcare KPI DashboardMetric Category:Time

Patient Follow-up

Healthcare Metrics / Customer Satisfaction / Work Time Management

Unit:[Days]Ideal Range:TargetLower The Better?:No

Description:How many days patient’s health conditions are under observation. Time between first day in the medical center and the end of the full recovery.

Should be High or Low?:Best if it’s close to the target,

Belongs To:Healthcare KPI DashboardMetric Category:Time

Inpatient Satisfaction Rate

Healthcare Metrics / Customer Satisfaction / Work Organization

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Satisfaction of the patients being hospitalized. Shows an overall percentage of how satisfied inpatients are with healthcare and other services provided during the time of hospitalization.

Should be High or Low?:The best if it’s 100% or as close as possible.

Belongs To:Healthcare KPI DashboardMetric Category:Patient Satisfaction

Outpatient Satisfaction Rate

Healthcare Metrics / Customer Satisfaction

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Satisfaction of the patients NOT being hospitalized. Shows an overall percentage of how satisfied patients are with their visit and provided service during their visit.

Should be High or Low?:The best if it’s 100% or as close as possible.

Belongs To:Healthcare KPI DashboardMetric Category:Patient Satisfaction

Patient Confidentiality / Confidence Ratio of Patient Privacy

Healthcare Metrics / Customer Satisfaction / Customer Relationship / Brand Value

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This measures how on average patients feel confident about privacy regarding their medical records.

Should be High or Low?:The best if it’s 100% or as close as possible.

Belongs To:Healthcare KPI DashboardMetric Category:Patient Satisfaction

Number of No Show Patients/Cancellation

Healthcare Metrics / Cost / Work Time Management

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:Shows number of missed or cancelled visits. Depending on cancelation policy and organization it can have an impact on other metrics like waiting times or capacity.

Should be High or Low?:The smaller the better.

Belongs To:Healthcare KPI DashboardMetric Category:Patient Satisfaction

Number of Patients per Medical Staff

Healthcare Metrics / Customer Satisfaction / Work Organization

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:The target should be measured based on capacity (number of rooms, doctors, beds, time of visits etc.) of the medical center.

Calculation Method / Formula:number of medical personel / number of patients

Should be High or Low?:Best if it’s close to the target. A higher ratio number means bigger chance to provide better care to patients, but it also increases total cost of the medical facility.

Belongs To:Healthcare KPI DashboardMetric Category:Patient Satisfaction

Bed or Room Turnover Rate

Healthcare Metrics / Customer Satisfaction / Cost / Market Demand

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Calculated as an average number of patients that used the same bed within a period of time. In our template the time period means 1 month.

Calculation Method / Formula:Number of discharges (including deaths) in a given time period / Number of beds in the hospital during that time period.

Should be High or Low?:Best if it’s close to the target. Higher number means bigger capacity but there is a limit depended on number of medical staff, fully recovery time that indicates satisfaction rate etc.

Belongs To:Healthcare KPI DashboardMetric Category:Patient Satisfaction

Average Treatment Costs

Healthcare Metrics / Customer Satisfaction / Cost

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:The average amount that a facility charges a patient for treatment. However, on that cost influence a lot of factors depending on how serious problem patient has.

Calculation Method / Formula:average cost of total treatmants in a period of time

Should be High or Low?:The higher cost may indicate higher income, but it also depends on time it took to take care of a patient. It can have influence on satisfaction rate or claims denial.

Belongs To:Healthcare KPI DashboardMetric Category:Cost

Permanent Employee Wages

Healthcare Metrics / Employee Satisfaction / Cost / Work Efficiency / Budget Management

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:The average value of wages paid to all full-time employees during the reporting period. It is very important metrics that influence the satisfaction rate of employees what leads to better qualified staff and better healthcare.

Should be High or Low?:It depends on a target; however higher wage leads to better quality of hired staff.

Belongs To:Healthcare KPI DashboardMetric Category:Cost

Avg. Insurance Claim Processing Cost

Healthcare Metrics / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:Total money spent by a hospital on insurance claiming procedures.

Should be High or Low?:The best if total cost goes down but it depends on amount of cases to be proceed.

Belongs To:Healthcare KPI DashboardMetric Category:Cost

Claims Denial Rate

Healthcare Metrics / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:The percentage of payment claims was rejected by payers in each period. It can be a patient itself because of not enough funds on its account or other reason or an insurance company that reject payment.

Calculation Method / Formula:Total of Claims Denied/Total of Claims Submitted.

Should be High or Low?:If it’s close to zero, the hospital does not lose money on that matter. Otherwise all the rejected claims are covered by the medical facility.

Belongs To:Healthcare KPI DashboardMetric Category:Cost

Hospital Readmission Rate

Healthcare Metrics / Cost / Brand Value / Customer Satisfaction

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:What is the percentage of patients returning to the facility because of wrong treatment. It depends on personnel competence and quality.

Calculation Method / Formula:number of returning patients / total closed cases in a period of time

Should be High or Low?:High number might be a threat for facility prosperity.

Belongs To:Healthcare KPI DashboardMetric Category:Hospital Success

Patient Safety

Healthcare Metrics / Customer Satisfaction / Brand Value

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:The percentage showing how good the environment, tools, implementation and doctors to keep the safety for patients as high as possible.

Belongs To:Healthcare KPI DashboardMetric Category:Hospital Success

Number of Referral Patients

Healthcare Metrics / Customer Satisfaction / Cost

Unit:[#] NumbersIdeal Range:Lower The Better?:Depends

Description:The number of patients referred to different departments.

Belongs To:Healthcare KPI DashboardMetric Category:Hospital Success

Medication Error Rate

Healthcare Metrics / Cost / Brand Value / Customer Satisfaction

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:The ratio of wrong treatment of patients. Like the “Hospital Readmission Rate” however might include medical malpractice or changes of medication during the time of treatment.

Should be High or Low?:If the number is close to zero it can have a big impact on reviews and patient satisfaction.

Belongs To:Healthcare KPI DashboardMetric Category:Hospital Success

Mortality/Death Ratio

Healthcare Metrics / Customer Satisfaction / Brand Value

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:The percentage of death patients out of all patients that has been treated in the medical center.

Calculation Method / Formula:Total number of patients’ death in facility/Total number of patients

Should be High or Low?:The lower the better. It builds trust of society. However, zero mortality is impossible.

Belongs To:Healthcare KPI DashboardMetric Category:Hospital Success

Bed Occupancy Rate

Healthcare Metrics / Capacity / Brand Value / Customer Satisfaction

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:The proportion of hospital beds in use at any time.

Calculation Method / Formula:number of days bed was used during period of time / available bed-days during the period of time

Should be High or Low?:The ratio should be close to 100 but slightly below because for any emergency it might be good to have available bed.

Belongs To:Healthcare KPI DashboardMetric Category:Hospital Capacity / Properties

Number of Training for Employees

Healthcare Metrics / Employee Satisfaction / Employee Management / Budget Management / Quality / Work Efficiency

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:It shows the total number of training for employees in a facility.

Should be High or Low?:Higher numbers of trainings results in higher qualifications however the target should be related to funds and possibility of the facility.

Belongs To:Healthcare KPI DashboardMetric Category:Hospital Capacity / Properties

Number of Media Mentions

Healthcare Metrics / Digital Marketing / Marketing Effectiveness / Sales / Brand Value

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:The total number of news, opinions or articles in media regarding to the facility and working staff.

Should be High or Low?:If the number is larger it brings more patients, however bad opinions or reviews may decrease the general opinion about facility.

Belongs To:Healthcare KPI DashboardMetric Category:Hospital Capacity / Properties

Research and Development Metrics

Research-and-Development-KPI-Dashboard-S04-1

Proposal Success Rate Ideas turned into experiments
Projects completed Time-to-market
Time for the experiments Deviation from Schedule
Portfolio in existing products R&D costs / Total costs
License costs / Total R&D cost R&D Costs / Sales
Product improvements / R&D cost Cost Savings Attributable to R&D
Total Patents Filed Ideas in the Pipeline
Projects that meet planned targets Products launched on time
Number of products released Income from New products
Budget Variance / Cost Variance (CV) Return on Innovation Investment (ROI)
Products launched on budget Research & Development Effectiveness Index (RDEI)
Total R&D Headcount Portfolio in Core and Growth Projects
R&D Budget Suggested ideas by the team

Proposal Success Rate

R&D Metrics / Project Progress / Work Effectiveness

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Percentage of grant applications that successfully received funding and can go further with the R&D.

Calculation Method / Formula:number of applications that were accepted and got funds / number of all applications

Should be High or Low?:The higher % the better. Otherwise there is needed extra work time on creating or redefining ideas.

Belongs To:Research & Development KPI DashboardMetric Category:Project Execution

Ideas turned into experiments

R&D Metrics / Project Progress / Work Effectiveness

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This shows of how many ideas within some period of time went into the experimental phase. It depends on how many ideas there is; has granted funds and if the R&D team is managing the time given properly.

Calculation Method / Formula:number of ideas within some period of time went into the experimental phase / number of ideas that were supposed to be in the experimental phase within specified period of time

Should be High or Low?:If the % is going down it may indicate not enough resources in people or equipment.

Belongs To:Research & Development KPI DashboardMetric Category:Project Execution

Projects completed

R&D Metrics / Project Progress / Work Effectiveness / Time Management

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:Shows the ratio of completed within all started projects. But in case there are some changes, or the grant funds are frozen or for some other seasons the project cannot continue it can have influence on the completion ratio. This metrics allows you to track if you have enough resources and capability to open more tasks and manage to stay on time with the work planned.

Calculation Method / Formula:completed projects / all planned projects

Should be High or Low?:If the % is going down it may indicate not enough resources in people or equipment or some changes in a project or requirement that may close the project not completed.

Belongs To:Research & Development KPI DashboardMetric Category:Project Execution

Time-to-market

R&D Metrics / Project Progress / Work Effectiveness / Time Management

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:This metrics stands for how quickly your company plan and execute the projects. It is the duration from Phase 0 to Market Release. Average number of days per project

Calculation Method / Formula:It can be calculated as simple average: Cumulative number of days of all finished projects / number of projects

Should be High or Low?:If the time to market exceed planned days, it can give some indication about incorrect assumptions or some unexpected problems

Belongs To:Research & Development KPI DashboardMetric Category:Project Execution

Time for the experiments

R&D Metrics / Project Progress / Work Effectiveness / Time Management

Unit:[Days]Ideal Range:TargetLower The Better?:Depends

Description:This is metrics shows time spent only for the experiment phase. That time can be very different depending on a sector of the R&D department. The unit of time may be measured in Days as default, but it can be also adjusted for your needs.

Calculation Method / Formula:cumulative experimental time of number of projects / number of projects

Should be High or Low?:If the time goes over a target this may indicate problems that weren’t predicted in the planning phase.

Belongs To:Research & Development KPI DashboardMetric Category:Project Execution

Deviation from Schedule

R&D Metrics / Project Progress / Work Effectiveness / Time Management

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:This metrics measures how accurate planned project schedules are. And may indicate if there is some need for changing the system of planning or find some bottleneck of the process.

Calculation Method / Formula:(Actual Time to Make – Planned Time to make) / Planned Time to Make.

Should be High or Low?:Based on the equation if the value is below zero it means the projects’ time are overcalculated and probably the time evaluation should be restructured. The same if the value goes above zero but it means the predicted time probably was too small for the available resources.

Belongs To:Research & Development KPI DashboardMetric Category:Project Execution

Portfolio in existing products

R&D Metrics / Product Investment / Budget Management

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:Percentage of R&D Budget which keep the existing products.

Calculation Method / Formula:Cost of sustaining the exisiting products / total R&D budget

Belongs To:Research & Development KPI DashboardMetric Category:Project Execution

R&D costs / Total costs

R&D Metrics / Product Investment / Budget Management / Cost

Unit:[%] PercentageIdeal Range:Lower The Better?:Depends

Description:This metrics shows what is the percentage of exactly the R&D cost among Total Costs of the R&D department. (or among total cost of the company)?

Calculation Method / Formula:R&D cost / Total cost of R&D dept.

Should be High or Low?:This is just an orientation information.

Belongs To:Research & Development KPI DashboardMetric Category:Cost

License costs / Total R&D cost

R&D Metrics / Product Investment / Budget Management / Cost

Unit:[%] PercentageIdeal Range:Lower The Better?:Depends

Description:Shows how big part of Total costs is License Costs.

Calculation Method / Formula:Licence cost / Total cost od R&D dept.

Should be High or Low?:This is just an orientation information.

Belongs To:Research & Development KPI DashboardMetric Category:Cost

R&D Costs / Sales

R&D Metrics / Product Investment / Budget Management / Cost / Sales / Performance

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:It shows the ratio between money spend on R&D and the money earned from Total Sales

Calculation Method / Formula:Total R&D cost / Total sales

Should be High or Low?:First of all, R&D cost should not be higher than total sales, but also the higher difference there will be the higher profit will be observed

Belongs To:Research & Development KPI DashboardMetric Category:Cost

Product improvements / R&D cost

R&D Metrics / Product Investment / Budget Management / Cost

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Depends

Description: Shows how big part of R&D costs is Product Improvements.

Calculation Method / Formula:Improvement Costs / R&D Costs

Should be High or Low?:This is an orientation information. There might be some target to reduce that cost, but it depends on the characteristics of R&D projects.

Belongs To:Research & Development KPI DashboardMetric Category:Cost

Cost Savings Attributable to R&D

R&D Metrics / Product Investment / Budget Management / Cost / Savings

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:This metrics helps to calculate the cost savings because of the R&D Department’s improvements. Cost savings in given period of time.

Calculation Method / Formula:Might be calculated by (time needed to compleete some task before – time needed after improvenents) * workinghour cost in some period of time

Should be High or Low?:Based on that measurement we can measure how long it will take to “pay back” the cost of improvement.

Belongs To:Research & Development KPI DashboardMetric Category:Cost

Total Patents Filed

R&D Metrics / Cost / R&D Investment / Product Investment / Brand Value

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:This metrics shows the number of patents waiting to be approved by the patent institution.

Should be High or Low?:If the patents are unique or it is predicted that they will bring income higher than cost of keeping patent itself then the higher number is better but the target should be set based on how much valuable they can be.

Belongs To:Research & Development KPI DashboardMetric Category:PIPELINE MANAGEMENT

Ideas in the Pipeline

R&D Metrics / Project Progress / Work Effectiveness

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:It helps to track the number of ideas that were completed and put in a schedule in an assumed time or period.

Should be High or Low?:Target depends on the R&D sector and taken period of time.

Belongs To:Research & Development KPI DashboardMetric Category:PIPELINE MANAGEMENT

Projects that meet planned targets

R&D Metrics / Project Progress / Work Effectiveness / Time Management

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:It helps to track the number of projects which follow to the plan schedule in each time or period.

Should be High or Low?:Target depends on the R&D sector and taken period of time.

Belongs To:Research & Development KPI DashboardMetric Category:PIPELINE MANAGEMENT

Products launched on time

R&D Metrics / Project Progress / Work Effectiveness / Time Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This metrics shows how many projects were completed and launched out of the planned to be completed in that given period.

Calculation Method / Formula:number of projects completed / number of sheduled projects to be completed

Should be High or Low?:If the % is much lower the assumption in scheduling should be checked.

Belongs To:Research & Development KPI DashboardMetric Category:PIPELINE MANAGEMENT

Number of products released

R&D Metrics / Work Effectiveness / Products / Brand Value

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Shows how many products were released in a given time.

Should be High or Low?:Target depends on the R&D sector, time and value per product.

Belongs To:Research & Development KPI DashboardMetric Category:PIPELINE MANAGEMENT

Income from New products

R&D Metrics / Products / Revenue / Sales / Profitability

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:New products (which might not be yet noticed by all the target customers) sales value among total sales in percentage.

Calculation Method / Formula:new product sales value / total incom from all product sales

Should be High or Low?:It can help to plan in future some steps to make the product more visible from the beginning.

Belongs To:Research & Development KPI DashboardMetric Category:Finance

Budget Variance / Cost Variance (CV)

R&D Metrics / Budget Management / Financial Performance / Revenue / Cost

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows how accurate is your planning the project costs and how well you manage the budget during the time of project life from the beginning until Market Release. The percentage in the end of project shows what is the percentage of assumed at the beginning cost. If the value comes close to zero long before the end of the project it may show that the budget evaluation was wrong.

Calculation Method / Formula:Earned Value – Actual Cost

Should be High or Low?:If the conclusion is: below 0 – you are behind the schedule; 0 – you are on schedule; above zero – ahead of schedule.

Belongs To:Research & Development KPI DashboardMetric Category:Finance

Return on Innovation Investment (ROI)

R&D Metrics / Revenue / Budget Management / Financial Performance / Investment

Unit:[#] NumbersIdeal Range:Target (the higher the better)Lower The Better?:No

Description:This metrics can help to predict if the investment in the new product was worth the cost and how long it might take for money return.

Calculation Method / Formula:( Profits of New Product or Service Sales) / (Expenditures Generated in Creating these New Products or Services)

Belongs To:Research & Development KPI DashboardMetric Category:Finance

Products launched on budget

R&D Metrics / Budget Management / Product Investment / Work Efficiency

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This metrics shows percentage of new services or products that has been finished within expected budget. It shows how accurate is the cost projection.

Should be High or Low?:If the metrics should be as close as possible to 100%, if it is much lower it may indicate wrong budget planning or lots of unexpected changes that were not included in the calculations.

Belongs To:Research & Development KPI DashboardMetric Category:Finance

Research & Development Effectiveness Index (RDEI)

R&D Metrics / Work Efficiency / Revenue / R&D Investment / Profitability

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:It shows how the profit generated by new products compares to total R&D expenses. Success of product vs development efforts.

Calculation Method / Formula:Profit from New Products / R&D Sending

Belongs To:Research & Development KPI DashboardMetric Category:Finance

Total R&D Headcount

R&D Metrics / Employee Management / Budget Management

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Number of employees in the R&D department.

Should be High or Low?:The target should be based on projections and which direction company is going, what is the budget for hiring.

Belongs To:Research & Development KPI DashboardMetric Category:R&D Department

Portfolio in Core and Growth Projects

R&D Metrics / Project Progress / Work Effectiveness / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:This metrics is the percentage of Projects that will not be completed even though company has already invested in them.

Should be High or Low?:It will have strong negative or positive impact on the growth and prosperity of the company.

Belongs To:Research & Development KPI DashboardMetric Category:R&D Department

R&D Budget

R&D Metrics / Budget Management / R&D Investment / Cost

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Depends

Description:This metrics is the budget of the company intended for the R&D Department.

Should be High or Low?:May depend on the target and the direction of the company.

Belongs To:Research & Development KPI DashboardMetric Category:R&D Department

Suggested ideas by the team

R&D Metrics / Work Effectiveness / Product Investment

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:That is a number of ideas which the R&D Department came up with during some period of time.

Should be High or Low?:In general, the more ideas the better, but the quality of ideas has an impact on further work and eventual success.

Belongs To:Research & Development KPI DashboardMetric Category:R&D Department

Real Estate Metrics

Real-Estate-KPI-Template-Someka-S01

Average commission per sale Average commission per salesperson
Average dollar per square foot Average sold price
Profitability per square foot Net profit
Renting Costs Rent-Ready Costs
Repair and Maintenance Costs Number of visits per real estate sale
Rented space usage quality (RSUQ) Sold homes inventory ratio
Vacancy rate Revenue per square foot
Management efficiency Absorption Rate
% Difference of asking and selling prices Number of Days on Market
Conversion Rate (visitor to action) Traffic source percentage
Web Visits / Website Traffic Contacts
Buyer/Broker Agreements Listing Agreements
Tenant Turnover

Average commission per sale

Real Estate Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:How much money a real estate company earns on average for one transaction. It can depend on the client target and extra services in the offer. May depends on trust and interaction with the client. Built label and professional look of the office, agents and the website.

Calculation Method / Formula:The total commission in a month (or a other period of time) / # of all transaction Real Estate office launched in that given time.

Should be High or Low?:Commission depends on the market standards and built label of your company.

Belongs To:Real Estate KPI DashboardMetric Category:Company Properties

Average commission per salesperson

Real Estate Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:This shows the average amount of money that each agent makes for all transactions during some given period of time. Most likely within a month. This may be depended on the qualifications of the agents and the marketing strategy.

Calculation Method / Formula:The total commission in a month (or a given time) / # of salespersons in the Real Estate office.

Should be High or Low?:If the numbers are going down it may be caused by some factors like a season or some new hired people without enough experience or some new competitors on the market.

Belongs To:Real Estate KPI DashboardMetric Category:Company Properties

Average dollar per square foot

Real Estate Metrics / Revenue / Market Demand / Work Effectiveness / Sales

Unit:[$] MonetaryIdeal Range:Lower The Better?:No

Description:It shows the average price per square foot of the real estate properties. The numbers usually within a period should growth. If there are no sudden changes in the market this number should also show us how prices are changing month* by month* (*or period of time)

Should be High or Low?:This is more an informative number.

Belongs To:Real Estate KPI DashboardMetric Category:Company Properties

Average sold price

Real Estate Metrics / Revenue / Work Effectiveness / Market Demand

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:That is the average sold home prices in a given period of time to understand direction of the market and how fast does it change.

Should be High or Low?:This is more an informative number.

Belongs To:Real Estate KPI DashboardMetric Category:Company Properties

Profitability per square foot

Real Estate Metrics / Revenue / Work Effectiveness / Market Demand / Profitability

Unit:[$] MonetaryIdeal Range:Lower The Better?:No

Description:It is the average net profit per square foot. It can give a hint on more profitable direction and market targeting but also to give some idea for further calculations depended on the size of estates interest on the market, time taken to be sold.

Calculation Method / Formula:Net Profit (in a month or given time ) / sum of the square foot of the estates which you earned a profit.

Should be High or Low?:If it goes down it may suggest bigger # of sold small houses or other small properties.

Belongs To:Real Estate KPI DashboardMetric Category:Company Properties

Net profit

Real Estate Metrics / Revenue / Financial Performance / Profitability

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:It is the total profit made at the end of the month. It is calculated as total income minus total costs including tax. It shows how profitable is your company month by month. Depend on the size of the company costs will not only grow but they might be quite complex to follow.

Calculation Method / Formula:Revenue – Total Expenses (taxes included)

Should be High or Low?:It may vary depending many factors, like time of the year, new competitors on the market etc. But in case dropping dangerously it may give a strong hint to study the reasons.

Belongs To:Real Estate KPI DashboardMetric Category:Company Properties

Renting Costs

Real Estate Metrics / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:That is an average cost related to the renting process.

Belongs To:Real Estate KPI DashboardMetric Category:Cost-Effectiveness

Rent-Ready Costs

Real Estate Metrics / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:It is the average cost of a single property to get prepared for renting.

Belongs To:Real Estate KPI DashboardMetric Category:Cost-Effectiveness

Repair and Maintenance Costs

Real Estate Metrics / Cost / Investment / Quality

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:It is the average cost of the repair and maintenance of an estate for rent/rented.

Belongs To:Real Estate KPI DashboardMetric Category:Cost-Effectiveness

Number of visits per real estate sale

Real Estate Metrics / Work Effectiveness / Market Demand / Sales

Unit:[#] NumbersIdeal Range:OptimumLower The Better?:Yes

Description:This is the average number of times an agent shows the property to potential buyers before the property is being sold. This metrics shows an average, but it might have been divided by some category for example houses, locals, flats or experienced and new agents.

Should be High or Low?:If the number is growing the price of the estate might be overcalculated. However, if the number of visits is very close to 1 it might suggest increasing prices.

Belongs To:Real Estate KPI DashboardMetric Category:Property Management

Rented space usage quality (RSUQ)

Real Estate Metrics / Work Effectiveness / Market Demand / Quality

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:It shows an average interest by size of an estate it is a number of customers visits a day divided by size of the rented estate. The value can be calculated in 2 different ways 1* Average RSUQ OR 2* Weighted average RSUQ

Calculation Method / Formula:1) Total visits / Total square feet of the house visited
2) Visit % (House A) / Square foot (House A) + Visit % (House B)/ Square foot (House B) + …

Should be High or Low?:Here the target might be different. If the average number of visits is close to 1 the overall result will be very good, but it might also mean that the prices could be higher.

Belongs To:Real Estate KPI DashboardMetric Category:Property Management

Sold homes inventory ratio

Real Estate Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[%] PercentageIdeal Range:Lower The Better?:No

Description:This metrics tracks number of homes that were sold out of the total available estates in a given market. This can help track the market behavior and plan direction accordingly.

Calculation Method / Formula:# houses sold / Listed houses (or listed as for sale)

Should be High or Low?:Percentage of the sails may have a big impact on the future prices of the estates.

Belongs To:Real Estate KPI DashboardMetric Category:Property Management

Vacancy rate

Real Estate Metrics / Work Effectiveness / Market Demand / Revenue / Sales / Marketing

Unit:[%] PercentageIdeal Range:Lower The Better?:No

Description:This metrics tracks number of estates that have been rented over total available renting units. This can help track the market behavior and redefine prices or strategies.

Calculation Method / Formula:#Houses rented / Listed houses (or listed as for renting).

Should be High or Low?:Percentage of the ranting may have a big impact on the future prices of renting.

Belongs To:Real Estate KPI DashboardMetric Category:Property Management

Revenue per square foot

Real Estate Metrics / Revenue / Market Demand / Work Effectiveness / Sales

Unit:[$] MonetaryIdeal Range:Lower The Better?:No

Description:It is the average net revenue amount you gain per square foot. It can help with estimating the property value. This metrics will show how does the market changes during years or between seasons.

Should be High or Low?:This is informative metrics that can help with better evaluation of prices.

Belongs To:Real Estate KPI DashboardMetric Category:Property Management

Management efficiency

Real Estate Metrics / Revenue / Financial Strategies / Work Efficiency / Sales

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:This metrics shows how efficient on average are your workers. It shows a number of sold/rent units in compare to number of hired people. It can show if more hired people increase the efficiency and higher number of people on which position may be better or worse.

Calculation Method / Formula:(The number of leased and/or sold houses) / number of staff.

Should be High or Low?:The higher number the better efficiency.

Belongs To:Real Estate KPI DashboardMetric Category:Property Management

Absorption Rate

Real Estate Metrics / Work Effectiveness / Market Demand / Revenue / Sales / Marketing

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:This metrics shows a market demand related to the portfolio of your agency.

Calculation Method / Formula:# of Houses your real estate office sold / # Total Houses available in the region you determine.

Belongs To:Real Estate KPI DashboardMetric Category:Market

% Difference of asking and selling prices

Real Estate Metrics / Work Effectiveness / Market Demand / Revenue / Sales

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:It is the % difference between intended and agreed sell price of the properties that the real estate agent sells. This may give an idea for example how big discount may lead to successful closing the deal.

Calculation Method / Formula:(Price (Ask) – Price (Sell)) / Price(Sell).

Should be High or Low?:There should be set some range between the house should be sold.

Belongs To:Real Estate KPI DashboardMetric Category:Market

Number of Days on Market

Real Estate Metrics / Work Effectiveness / Market Demand / Sales

Unit:[#] NumbersIdeal Range:TargetLower The Better?:Yes

Description:This is the average number of days a property remains in inventory (from listing to closing). It may indicate an interest and current situation on the market but also price evaluation both too high and too low.

Should be High or Low?:Target should be set close to minimum. Or balanced between days and possible income.

Belongs To:Real Estate KPI DashboardMetric Category:Market

Conversion Rate (visitor to action)

Real Estate Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics counts percentage of Number of successful sales or rents in compare to number of visits. This number in compare to how fast it was sold can be used as one of the parameters for the property evaluation.

Calculation Method / Formula:# of successful actions / # of total visits.

Belongs To:Real Estate KPI DashboardMetric Category:Customer

Traffic source percentage

Real Estate Metrics / Marketing Strategies / Advertising / Marketing Effectiveness

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Depends

Description:It is the percentage of referrals over total visits on your website. You can see the value of online advertising in compare to just standard website search engine. Based on that budget for the advertising/referring can be decided.

Calculation Method / Formula:(# referrals/ # total visits to your website)

Should be High or Low?:Target depends on profit from the investment in digital marketing.

Belongs To:Real Estate KPI DashboardMetric Category:Customer

Web Visits / Website Traffic

Real Estate Metrics / Marketing Strategies / Advertising / Marketing Effectiveness

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:It is the total number of web visits during given time/month

Should be High or Low?:Low number may suggest investment in some marketing.

Belongs To:Real Estate KPI DashboardMetric Category:Customer

Contacts

Real Estate Metrics / Customer Value / Sales / Work Effectiveness

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:It is the number of customer or potential customer you are in contact every month.

Should be High or Low?:Low number may suggest investment in some marketing.

Belongs To:Real Estate KPI DashboardMetric Category:Customer

Buyer/Broker Agreements

Real Estate Metrics / Sales / Work Effectiveness / Quality / Cost

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:The number of buyers who agreed to sing an exclusive contract with one of your agents. High number may indicate experienced agents and high ranking of your company among customers.

Belongs To:Real Estate KPI DashboardMetric Category:Customer

Listing Agreements

Real Estate Metrics / Customer Value / Sales / Work Effectiveness

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:The number of contracts signed between your agents and potential sellers and/or renters

Belongs To:Real Estate KPI DashboardMetric Category:Customer

Tenant Turnover

Real Estate Metrics / Customer Satisfaction / Cost / Market Demand

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:It stands for Tenants who have moved out during the month (or a given time) over the total number of units in the same given place.

Calculation Method / Formula:# of Tenants who have moved out / # of Total units

Should be High or Low?: To big number may cost owners bigger loss but as many real estators say that turnover may allow for sufficient increase of rent price.

Belongs To:Real Estate KPI DashboardMetric Category:Customer

Quality Metrics

Quality-KPI-Dashboard-Template-Someka-S01-1

Net Promoter Score (NPS) Number of Complaints per Period
Customer Retention Rate Average Time to Solve
Average Time to Respond Cost of Poor Quality (COPQ)
Cost of High Quality (COHQ) Opportunity Estimation Metric
Quality Team % Average rating score (ARS)
Cost of quality as % of annual revenues Defects Per Million (DPM)
Scrap Rate Yield / Efficiency
Throughout Capacity Utilization Rate
On-time delivery (OTD) Perfect order metric (POM)
Average training hours per employee Manufacturing Cycle Time
Active defects Rejected defects
Defects Fixed Per Day Severe Defects
Supplier Defect Rate

Net Promoter Score (NPS)

Quality Metrics / Customer Satisfaction / Customer Relationship / Brand Value / Sales

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:That metrics can be used to measure the loyalty or satisfaction of a customer. It shows the quality of relationship between customer and your company. The metrics numbers come from respondents/customers. NPS above zero usually is taken as good result. Respondents who rate your company are usually separated in tree groups: Promoters, Detractors and Passives. On average Promoters buys more, stay loyal customers, or even promote your company among other potential customers. The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Number of Passives increase the total number of respondents, and due to that it lowers down the final NPS.

Calculation Method / Formula:% of promoters – % of Detractors

Should be High or Low?:If the number is going down through a period of time, there might be some problem between your company and customers.

Belongs To:Quality KPI DashboardMetric Category:Customer

Number of Complaints per Period

Quality Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:Number of customer complaints due to poor quality services or products in a specific period of time.

Belongs To:Quality KPI DashboardMetric Category:Customer

Customer Retention Rate

Quality Metrics / Customer Satisfaction / Customer Value / Brand Value / Sales

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:It is the percentage of loyal customers who keep using/purchasing your products in the end of the measured period of time out of customers counted at the beginning of that period of time. New customers are not counted into this metrics. This can help you understand your strategies for keeping your customers.

Calculation Method / Formula:(CE-CN)/CS where CE – number of all customers, CN – number of new customers acquired, CS – number of clients at the begining of the measured period

Should be High or Low?:If the number is going down, you may search for reasons and try to implement some changes. Low number might indicate some new competitor on the market or some new interesting offers that can attract clients.

Belongs To:Quality KPI DashboardMetric Category:Customer

Average Time to Solve

Quality Metrics / Customer Satisfaction / Brand Value / Work Effectiveness / Work Time Management

Unit:[Days]Ideal Range:MinimumLower The Better?:Yes

Description:It is the average time to solve a problem. It may vary depending on many factors, how serious the problem is, was it some continuous error on the production line, is the problem easy to fix etc. Count from the moment when the issue appeared till closing the ticket.

Should be High or Low?:Target depends on the sector and the possible problems. Target should be possible short. Long time of waiting may conclude with lower NPS and ARS.

Belongs To:Quality KPI DashboardMetric Category:Customer

Average Time to Respond

Quality Metrics / Customer Satisfaction / Brand Value / Work Efficiency / Work Time Management

Unit:[Hours]Ideal Range:TargetLower The Better?:Yes

Description:It is the metrics which indicates the average timing to respond a customer even if the problem persists.

Should be High or Low?:Usually target is set no longer than few hours, long time of waiting may conclude with lower NPS and ARS.

Belongs To:Quality KPI DashboardMetric Category:Customer

Cost of Poor Quality (COPQ)

Quality Metrics / Cost / Quality / Customer Satisfaction / Brand Value

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:Summary of the costs for internal (scrap, rework, and re-inspection) and external failures (defects reach the customer, including adverse event reporting, warranty, corrections and removals, product liability and loss of brand reputation).

Should be High or Low?:Target depends on a sector, the smaller the better but close to zero is very unlikely, but growing number can give an important tip to increase budget for the COHQ.

Belongs To:Quality KPI DashboardMetric Category:General Management

Cost of High Quality (COHQ)

Quality Metrics / Cost / Quality / Customer Satisfaction / Brand Value

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Depends

Description:Total cost of what you have spent to create conforming products. These costs are mainly Appraisal (inspection and testing, quality audits and calibration) and Prevention costs (statistical process control (SPC), quality planning and training). Estimated budget for COHQ should be based on COPQ, client satisfaction and trust that can later help grow the company.

Should be High or Low?:Budget should be estimated on possible return on investment, growing NPS and ARS.

Belongs To:Quality KPI DashboardMetric Category:General Management

Opportunity Estimation Metric

Quality Metrics / Investment / Quality / Brand Value / Financial Strategies

Unit:[%] PercentageIdeal Range:Lower The Better?:No

Description:Depends on impact of the quality improvement multiplied by probability of this impact. It can show which changes might be worth to implement and which not necessary.

Calculation Method / Formula:Impact [%] x It’s Probability

Should be High or Low?:A higher value shows the effectiveness of decision making.

Belongs To:Quality KPI DashboardMetric Category:General Management

Quality Team %

Quality Metrics / Employee Management / Investment / Quality

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Depends

Description:It shows size (number of employees) of the quality department comparing to all the company.

Calculation Method / Formula:# of Q dept. employees / # of all employees

Belongs To:Quality KPI DashboardMetric Category:General Management

Average rating score (ARS)

Quality Metrics / Customer Satisfaction / Product / Customer Relationship / Brand Value

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:Rating given by the end users who already/previously used your products or services and can give some real point of view on your products.

Should be High or Low?:If the number is going down through the months of tracking, either your quality is going down or there might me competitor on the market with better quality or much lower prices.

Belongs To:Quality KPI DashboardMetric Category:General Management

Cost of quality as % of annual revenues

Quality Metrics / Cost / Quality / Customer Satisfaction / Brand Value

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:Percentage of total annual cost spent by Quality department to the total annual company costs.

Belongs To:Quality KPI DashboardMetric Category:General Management

Defects Per Million (DPM)

Quality Metrics / Cost / Quality / Budget Management

Unit:[%] PercentageIdeal Range:Target (in the manufacturing industry on average is around 75 PPM)Lower The Better?:Yes

Description:Number of Defective parts among all total manufactured parts in every million. The biggest challenge is to be able to detect all the defective parts. Otherwise if your measurement is wrong it may affect really badly on the complaint number from the customer.

Calculation Method / Formula:Defective Parts/TotalParts) x 1.000.000

Should be High or Low?:Depending on the level of automatization, sector or complexity can be rated lower or higher. If the number grows there should be performed an investigation to find where the problem lies and taken some steps.

Belongs To:Quality KPI DashboardMetric Category:Inventory

Scrap Rate

Quality Metrics / Cost / Quality / Improvement Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Scrap rate is the percentage of materials sent to production that never become part of finished products. This metrics allows to estimate materials supply needed.

Calculation Method / Formula:rate = Total Scrap / Total product

Should be High or Low?:If the budget for the COHQ to low the number of scrap can rapidly go up.

Belongs To:Quality KPI DashboardMetric Category:Inventory

Yield / Efficiency

Quality Metrics / Cost / Quality / Improvement Management / Product / Inventory

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:Yield is the percentage of the correctly manufactured goods (including the rework on the production line) to the total manufactured goods.

Calculation Method / Formula:Y = (I)(G) + (I)(1-G)(R)
I = planned production parts number
G = correct parts [%] R = reworked parts available for sale [%]

Should be High or Low?:You can increase the ratio by investing in rework processes and increasing quality of equipment, providing trainings for employees

Belongs To:Quality KPI DashboardMetric Category:Inventory

Throughout

Quality Metrics / Inventory / Work Efficiency / Profitability / Capacity

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Throughput is the quantity of goods that company produce over a given time period. It does not mean only the capability of the production but the production that is impacted by capacity and market/client demand.

Calculation Method / Formula:(Total Units/Processing Time) x (Processing Time/Total Time) x (Good Units/Total Units) or in a shorter way (Good Units/Total Time)

Should be High or Low?:Depends on the market or the client demand. If the number is higher than the demand it might mean there is too many people working, to many equipment for not big enough work target.

Belongs To:Quality KPI DashboardMetric Category:Inventory

Capacity Utilization Rate

Quality Metrics / Time Management / Work Efficiency / Market Demand / Market Share

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Capacity Utilization Rate is the percentage of total output capacity used at any given point.

Calculation Method / Formula:(Throughout/Potential Output) x 100

Should be High or Low?:Dropping percentage may indicate problems on the line, machines downtime, some injuries or new unexperienced workers.

Belongs To:Quality KPI DashboardMetric Category:Inventory

On-time delivery (OTD)

Quality Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This metrics is calculated as the percentage of units delivered on time out of all delivered units.

Calculation Method / Formula:The formula stands for (Delivered goods within OTD)/ (All delivered goods)

Belongs To:Quality KPI DashboardMetric Category:Time Optimization

Perfect order metric (POM)

Quality Metrics / Operational Efficiency / Work Efficiency / Customer Satisfaction / Time Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:The percentage of orders that arrive complete, on time, damage-free (reworked included) and with a correct invoice.

Calculation Method / Formula:The formula stands for POM = (%Complete) x (%On time) x (%Damage free) x (%Correctly invoiced).

Should be High or Low?:If the number goes much below 100, there should be estimated increase of total production. However, this can increase also costs a lot.

Belongs To:Quality KPI DashboardMetric Category:Time Optimization

Average training hours per employee

Quality Metrics / Employee Satisfaction / Employee Management / Budget Management / Quality / Work Efficiency

Unit:[Hours]Ideal Range:TargetLower The Better?:No

Description:This metrics shows you the average training hour of an employee. Training may increase the quality and decrease in the future cost of fixing mistakes.

Calculation Method / Formula:You can calculate it as: (Total number of training hours) / Total number of employees

Should be High or Low?:Target should be estimated based on evidence and comparison between higher and lower qualified workers.

Belongs To:Quality KPI DashboardMetric Category:Time Optimization

Manufacturing Cycle Time

Quality Metrics / Cost / Investment /Work Time Management / Work Efficiency / Equipment Efficiency

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:This is the average time needed to product of one unit from beginning till the finish. It should not be misunderstood with lead time witch measures whole time step by step and makes a summary of all steps time. Cycle time is usually much shorter and depends on how good orchestrated manufacturing cells are.

Calculation Method / Formula: units production time / number of produced units

Should be High or Low?:Lowering the time depends on correctly analyzed and planned production steps. If number start to grow that may be caused by some unexpected issues or some production time outs.

Belongs To:Quality KPI DashboardMetric Category:Time Optimization

Active defects

Quality Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:Number of open defects. We include also fixed but waiting for re-test defects.

Belongs To:Quality KPI DashboardMetric Category:Product

Rejected defects

Quality Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Rejected defects are the defects where the consumer states a problem, but the producer or developer did not detect that defect before delivering to the client. It is the comparison of undetected (rejected by client) to the total defects detected during production.

Calculation Method / Formula:The formula for weight of Rejected defects is (#Rejected Defects)/ #Total Defects.

Should be High or Low?:If the number is close to zero, the defected units can be fixed before going to client. Delivery of the defected parts can cost the company much more than increasing budget for the detection and prevention.

Belongs To:Quality KPI DashboardMetric Category:Product

Defects Fixed Per Day

Quality Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:This metrics indicates the average number of reworked units during working day or working shift. This number may depend on the rework team organization. If the defect can be fixed on the line or it has to go through the separate rework cell. Usually if there is a person or a team responsible for rework, they are trained to be able to jump from one to another production cell in case of needed support.

Should be High or Low?:The number depends on number of defects, but the manufacturing line should be organized in a way that the number of fixed defects is close to the number of occurred defects in a unit of time.

Belongs To:Quality KPI DashboardMetric Category:Product

Severe Defects

Quality Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:It measures percentage of critically defected goods to the total defects. Usually the critical are the units that cannot be reworked and going to the scrap.

Calculation Method / Formula:Critically defected goods / Total defects

Belongs To:Quality KPI DashboardMetric Category:Product

Supplier Defect Rate

Quality Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:This metrics indicates the percentage of materials from suppliers not meeting quality specifications.

Should be High or Low?:If the number of bad quality materials is growing it may be a hint for a supplier research. All the material rejections mean longer delivery time, longer time related to complaint documentation.

Belongs To:Quality KPI DashboardMetric Category:Product

Construction Metrics

Construction-KPI-Dashboard-Excel-Template-Someka-01

Scheduled Variance (SV) Cost Per Km / Mile
Cost Of Procurement Total Cost Of Labor
Cost of Marketing Staying In Budget Ratio (Budget Discipline)
On-time delivery (OTD) Waste/recycling Per Job
Average Revenue Per Hour Worked Percentage of Equipment Downtime
Percentage of Labor Downtime Design Defects
Defects Due to Workmanship Material Defect
Site Inspections Conducted Total Cost Of Rework
Customer Satisfaction – CSAT (1-5) Internal Customer Satisfaction (1-5)
Remaining Time to Customer Deadline Worker Satisfaction / Employee Satisfaction
Turnover Rate Safety/Incident Rate
Safety Meetings

Scheduled Variance (SV)

Construction Metrics / Budget Management / Financial Performance / Revenue / Cost

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Schedule variance shows the differences in budget estimations and real situation. This metrics is calculated by the difference between EV and PV. Earned Value (EV) is the current value of the project in current form(status), other name Budgeted Cost of Work Performed. Planned Value (PV) is amount of money that were calculated to be spent on the project so far, other name: Budgeted Cost of Work Scheduled.

Calculation Method / Formula:Earned Value – Planned Value

Should be High or Low?:If the conclusion is: below 0 – you are behind the schedule – lost money; 0 – you are on schedule; above zero – ahead of schedule – earned money.

Belongs To:Construction KPI DashboardMetric Category:Expense

Cost Per Km / Mile

Construction Metrics / Work Efficiency / Cost

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:The cost of 1 km or mile of building or construction. This metrics can be used for train station, subway system or an office tower. It depends on the project if the metrics is useful or not. Cost may depend on the materials and the robustness of the construction.

Belongs To:Construction KPI DashboardMetric Category:Expense

Cost Of Procurement

Construction Metrics / Cost / Financial Performance / Profitability

Unit:[$] MonetaryIdeal Range:In BudgetLower The Better?:Yes

Description:The total cost of purchased goods or services depended on the project requirements. This number also includes all administrative costs, processing, shipping etc.

Should be High or Low?:If the cost excesses the budget, that should give fast reaction and recalculation for the possible budget.

Belongs To:Construction KPI DashboardMetric Category:Expense

Total Cost Of Labor

Construction Metrics / Employee Management / Employee Satisfaction / Investment

Unit:[$] MonetaryIdeal Range:In BudgetLower The Better?:Yes

Description:The total cost of employee payments including taxes, bonus, benefits, etc. Total cost can grow for example if there is need to hire more people due to time limitations or due to hiring more experienced people.

Should be High or Low?:You can track if there is any budget left for extra hiring or rising salaries

Belongs To:Construction KPI DashboardMetric Category:Expense

Cost of Marketing

Construction Metrics / Cost / Marketing / Investment

Unit:[$] MonetaryIdeal Range:In BudgetLower The Better?:Yes

Description:The total cost of all marketing activities such as an advertisement, promotion, customer support, etc. Good marketing is a base for high revenue.

Should be High or Low?:High budget may increase sales rate. It is good to remember that marketing cost is easy to underestimate (there is plenty of hidden factors in marketing).

Belongs To:Construction KPI DashboardMetric Category:Expense

Staying In Budget Ratio (Budget Discipline)

Construction Metrics / Budget Management / Planning Effectiveness / Cost / Savings

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:How many projects out of total were delivered within set budget. It can give a projection on the further estimations. Projects overestimated are calculated as on budget, which can give a little false output value. If calculated just for one project it will just give the idea of percentage how accurate was the budget estimation in compare to reality.

Should be High or Low?:If the number is much below 100, it is also good to calculate % of projects with overestimated budget. That can give some lead for mistakes in estimation process itself.

Belongs To:Construction KPI DashboardMetric Category:Expense

On-time delivery (OTD)

Construction Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:How many projects out of total were delivered on time. It can give a projection on the further estimations. Projects overestimated are calculated as on time, which can give a little false output value. If calculated just for one project it will just give the idea of percentage how fast project was completed in compare to the estimation.

Calculation Method / Formula:number of projects completed / number of sheduled projects to be completed

Should be High or Low?:If the number is much below 100, it is also good to calculate % of projects with overestimated time. That can give some lead for mistakes in estimation process itself.

Belongs To:Construction KPI DashboardMetric Category:Productivity

Waste/recycling Per Job

Construction Metrics / Cost / Quality / Product Investment

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:Also known as Mean Time Repair it is an average time between problem appearing and resolving it.

Should be High or Low?:If the number is growing it may suggest reorganizing work power or maybe extra hire.

Belongs To:Construction KPI DashboardMetric Category:Productivity

Average Revenue Per Hour Worked

Construction Metrics / Work Efficiency / Financial Performance / Revenue / Profitability / Sales

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Total Revenue from a completed project per number of hours worked on that Project until complete. It can be calculated during the project, but then total revenue means revenue so far and the hours worked on the project so far.

Calculation Method / Formula:total revenue / total time (h) spent on the project

Belongs To:Construction KPI DashboardMetric Category:Productivity

Percentage of Equipment Downtime

Construction Metrics / Work Efficiency / Cost / Equipment Efficiency / Work Time Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:That metrics can show you in compare to previous year or a project your equipment productivity.

Calculation Method / Formula:down time / total working time (productive + nonproductive)

Should be High or Low?:If your ratio is too high, then you may reconsider to change your equipment. You should also compare the cost of maintenance old equipment. Right decision can be an advantage in the long term.

Belongs To:Construction KPI DashboardMetric Category:Productivity

Percentage of Labor Downtime

Construction Metrics / Work Efficiency / Cost / Equipment Efficiency / Work Time Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:This metrics compares nonproductive time within the working hours in compare to total number of working hours.

Calculation Method / Formula:down time / total working time (productive + nonproductive)

Should be High or Low?:Do you have too much unproductive time? You may reconsider your team management system.

Belongs To:Construction KPI DashboardMetric Category:Productivity

Design Defects

Construction Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:How many issues appear in a specific period of time. This metrics can include the defects of siding and fascia, windows, roofs, wood floors, ventilation, and drywall. Defects may also be related to design and engineering, soil, structure. Depending on the issue it may require some redesign and replacement, or it can be repaired by additional parts in the design.

Should be High or Low?:Unfortunately, not all the defects can be detected before the project is finished, but this number can be reduced if the hired employees have lots of experience and can project some of the possible issues.

Belongs To:Construction KPI DashboardMetric Category:Quality

Defects Due to Workmanship

Construction Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:It is a number of problems appeared due to low qualification of the employees. The problem may come up due to lack of skills, expertise, or technique.

Should be High or Low?:Growing number might be caused by hiring new unexperienced people and lack of proper work organization. It is important to have highly skilled people in the team that can teach and check after the other workers.

Belongs To:Construction KPI DashboardMetric Category:Quality

Material Defect

Construction Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:This metrics can measure the defects of materials that seemed to be according to the specification, but they cause problems after installation. You can also include the number of materials that were mistaken: wrong material number, color, wrong dimensions etc.

Should be High or Low?:If the number is going up time after time you may consider making a research on other suppliers or having an extra people responsible for checking the correct and well manufactured materials/components. Make sure to have all the product cards with specifications assured by manufacturer.

Belongs To:Construction KPI DashboardMetric Category:Quality

Site Inspections Conducted

Construction Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Regular inspections are an important part of the workplace. Inspections allows to measure all the other metrics like downtime or locate some defects but also helps to prevent any health and safety problems.

Should be High or Low?:In case of some accidents you should consider increasing the number as well as organize some extra H&S trainings.

Belongs To:Construction KPI DashboardMetric Category:Quality

Total Cost Of Rework

Construction Metrics / Cost / Quality / Product Investment

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:Total cost of defects caused by supplier, material, or workmanship. But also, you may need to count the cost of rework due to customer complaints.

Should be High or Low?:You should consider what actions may give you lower number of defects and if those actions are worth to implement in compare to cost of rework.

Belongs To:Construction KPI DashboardMetric Category:Quality

Customer Satisfaction – CSAT (1-5)

Construction Metrics / Customer Satisfaction / Customer Relationship / Brand Value

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:Once, you supply a product or service to your customers, you should measure if you meet their expectation and compare if the rating is growing with your experience or what has the biggest impact on the client satisfaction.

Should be High or Low?:The important is to be able to achieve higher results to the previous measurements or keep the same high standards.

Belongs To:Construction KPI DashboardMetric Category:Customer

Internal Customer Satisfaction (1-5)

Construction Metrics / Customer Satisfaction / Customer Relationship / Brand Value

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:Internal customers are important as much as the external customers for your continuity business health.

Should be High or Low?:The important is to be able to keep the high standards and be able to detect eventual change of direction of your cooperation with the internal customer

Belongs To:Construction KPI DashboardMetric Category:Customer

Remaining Time to Customer Deadline

Construction Metrics / Customer Satisfaction / Brand Value / Work Efficiency / Work Time Management

Unit:[%] PercentageIdeal Range:Lower The Better?:Depends

Description:The ratio in percent of the passed time and remaining time till the deadline so it can be useful for other metrics related to estimation of the project timing.

Should be High or Low?:This is just an orientation information. That can be base for tracking if the project has chance to be on time or there are some preventive actions needed.

Belongs To:Construction KPI DashboardMetric Category:Customer

Worker Satisfaction / Employee Satisfaction

Construction Metrics / Employee Satisfaction / Employee Management / Budget Management

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:To decrease your turnover rate, you should measure the employees’ work satisfaction. Check on their needs, complaints and engagement at work. You may create and follow a survey among them to understand the level of their happiness and satisfaction.

Should be High or Low?:It is important to keep the rate high, because that usually means better work results, less mistakes, better work atmosphere etc.

Belongs To:Construction KPI DashboardMetric Category:Workmanship

Turnover Rate

Construction Metrics / Employee Satisfaction / Brand Value / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:This is a percentage of workers who leave and are replaced by new employees within some period of time.

Calculation Method / Formula:# of Employees Separated / Average # of Employees

Should be High or Low?:High number may lower the qualifications or increase the defect ratio due to less experience. Also, it increases a cost of the labor due to much lower productivity of the new employees. You should reconsider your employment strategy.

Belongs To:Construction KPI DashboardMetric Category:Workmanship

Safety/Incident Rate

Construction Metrics / Safety / Employee Satisfaction / Brand Value

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:This important metrics shows your safety performance level. You should track safety of your workplace and be able to compare your company’s safety performance with other companies in the same sector. You should always try to improve the safety of your workers.

Calculation Method / Formula:You may measure by:
1) number of days without an accident / total number of thays (in specyfic period of time or the whole curretn project)
2) number of accidents/number of days (in specyfic period of time or the whole curretn project)

Should be High or Low?:Lower number means high safety (low incident rate).

Belongs To:Construction KPI DashboardMetric Category:Workmanship

Safety Meetings

Construction Metrics / Safety / Employee Satisfaction / Brand Value

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:You should create and improve your safety performances by providing sound guidelines to improve safety-related communications. Provide H&S trainings for the workers and check their practical knowledge on that matter.

Should be High or Low?:This is an important activity and should not be lower down to the minimum because it can cause increase the work incidents number.

Belongs To:Construction KPI DashboardMetric Category:Workmanship

SaaS Metrics

SAAS-KPI-Dashboard-Excel-Template-Someka-01-Flow

The Total Number Of Subscribers The Total Number Of Visitors
The Total Amount of Sign Ups New Subscribers / Conversions From Organic Search
New Subscribers / Conversions From Paid Advertising Conversion Rate
Number Of Churned Customers Churn Rate / Customer Turnover Rate / Attrition Rate
Churn Expense Retention Rate
Avg. Revenue Per Unit (ARPU) Monthly Recurring Revenue (MRR)
Customer Lifetime Value (LTV) Net New MRR
Adsense Income Customer Acquisition Cost (CAC)
Cost of Adsense Employee Payroll
Cost Of Goods Sold (COGS) Support Tickets Created
Net Promoter Score (NPS) Customer Engagement Score (CES)
Gross Profit Margin

The Total Number Of Subscribers

SaaS Metrics / Customer Value / Revenue / Sales / Digital Marketing

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:The total number of customers who pays regularly – being signed up for the subscription.

Should be High or Low?:If the number is going down that might be caused by cost of the subscription or low satisfaction rate of customer and additionally not enough marketing to reach for new subscribers.

Belongs To:SaaS KPI DashboardMetric Category:Customer

The Total Number Of Visitors

SaaS Metrics / Marketing Strategies / Advertising / Marketing Effectiveness / Sales

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:Number of unique visitors. It should be a number within a period of time. It can show you if the interest of the users is growing or not. You can also use it to calculate the percentage of new subscribers in compare to total number of visitors and see how likely new visitors will start the subscription.

Should be High or Low?:If the number drops down, maybe you should work on your SEO, or marketing strategy

Belongs To:SaaS KPI DashboardMetric Category:Customer

The Total Amount of Sign Ups

SaaS Metrics / Brand / Customer Value / Marketing Effectiveness / Sales

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:Sign-up rate is different than subscribers’ rate. This important metrics can help you to understand the progress of your marketing. You can measure how much different strategies, or some changes is marketing can increase number of subscribers from the signup group. You can offer some free trials of your product or some discounts.

Should be High or Low?:If the number of sign ups is growing but it doesn’t generate new subscribers, you might think about improving your paid offer or decrease free offer.

Belongs To:SaaS KPI DashboardMetric Category:Customer

New Subscribers / Conversions From Organic Search

SaaS Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing / Customer Value

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:This metrics is important to track to be able to compare it with the result of the payed traffic of your website. You can measure how much you can improve your natural traffic conversion results through the smart website optimization and including a lot of call to action buttons/ pop-ups, letter subscription or just creating an account.

Belongs To:SaaS KPI DashboardMetric Category:Customer

New Subscribers / Conversions From Paid Advertising

SaaS Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] Units/ea.Ideal Range:Target (The higher the better)Lower The Better?:No

Description:The total amount of subscribers of who found your website due to the paid advertising via Google AdWords or another paid search platform. This metrics allows you to estimate if that kind of marketing is worth the price. You can compare this number with the organic new subscribers and try to improve your SEO to be able to decrease your budget for the payed advertisement if necessary.

Should be High or Low?:If the number is dropping that may be not worth to pay for advertising.

Belongs To:SaaS KPI DashboardMetric Category:Customer

Conversion Rate

SaaS Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows the percentage out of number of all visitors how many of them actually bought some of your products. The target is to have this number fairly high but even if conversion rate is not very high, but the number of visitors is growing your total sales will grow as well. You can measure if it’s worth to use pay-per-click advertisement method. If your traffic is high but there is not comparable number of new subscribers that might not be worth to pay for that kind of advertising.

Calculation Method / Formula:# of successful actions / # of total visits.

Should be High or Low?:You may check how your strategies or product improvement influence on the conversion rate and based on that choose some directions in growing your company.

Belongs To:SaaS KPI DashboardMetric Category:Churn

Number Of Churned Customers

SaaS Metrics / Customer Satisfaction / Market Demand / Cost

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:The total number of customers/subscribers who resigned from the subscription during last month (or some period of time). This may help measure the satisfaction of customers or learned about competitors offer. You may implement some survey while resigning process so you can learn the reasons and improve your offer.

Should be High or Low?:If the number is growing that may cost your company some budget changes. Sometimes decreasing payment for the subscription may help to decrease that number.

Belongs To:SaaS KPI DashboardMetric Category:Churn

Churn Rate / Customer Turnover Rate / Attrition Rate

SaaS Metrics / Customer Satisfaction / Market Demand / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Also called the attrition rate. It is a percentage of churned customers out of all customers connected either by some contract or subscription for services or products in some period of time (in a month). The main reason usually for the attrition of the customer is poor customer experience or slow service performance.

Should be High or Low?:To decrease the percentage and increase the customer satisfaction you may consider develop tactics how to value your customers and how to build a relationship with the customer.

Belongs To:SaaS KPI DashboardMetric Category:Churn

Churn Expense

SaaS Metrics / Customer Satisfaction / Market Demand / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:This is the total amount of your churn expenses. It is count as lost revenue from the recurring monthly income form an average user.

Calculation Method / Formula:ARPU * number of cancelled subscriptions

Should be High or Low?:Increasing number may impact your budget assumptions and push you to make some changes and reevaluations of your investments.

Belongs To:SaaS KPI DashboardMetric Category:Churn

Retention Rate

SaaS Metrics / Customer Satisfaction / Customer Value / Brand Value / Sales

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:It is the percentage of loyal customers who keep using/purchasing your products in the end of the measured period of time out of customers counted at the beginning of that period of time. New customers are not counted into this metrics. This can help you understand your strategies for keeping your customers.

Calculation Method / Formula:(CE-CN)/CS where CE – number of all customers, CN – number of new customers acquired, CS – number of clients at the begining of the measured period

Should be High or Low?:If the number is going down, you may search for reasons and try to implement some changes. Low number might indicate some new competitor on the market or some new interesting offers that can attract clients.

Belongs To:SaaS KPI DashboardMetric Category:Churn

Avg. Revenue Per Unit (ARPU)

SaaS Metrics / Sales / Revenue / Customer Value

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Average Revenue per User also known as Average Revenue per Unit. Average revenue generated by an average subscriber per month (or year). You can estimate how much a single user is worth for you and decide what kind of advertising or marketing strategies are worth to invest in.

Calculation Method / Formula: Divide the total revenue by the number of subscribers.

Should be High or Low?:This number depends on your offer prices. If your products are fairly not expensive you probably have to think more about reaching more customers and try to keep them with your competitive price offers. But in that case, it may be not worth to invest in pay-per-click advertisement method.

Belongs To:SaaS KPI DashboardMetric Category:Revenue

Monthly Recurring Revenue (MRR)

SaaS Metrics / Sales / Revenue / Work Efficiency / Work Effectiveness / Financial Performance / Customer Value

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Measures the total amount of predictable revenue, that means it is the revenue from the total number of subscribers. It doesn’t count in single time purchases.

Calculation Method / Formula:ARPU x # of users

Should be High or Low?:Some small up and downs are inevitable. They might be caused by the market itself, but unpredicted bigger falling may cost your company some budget cuts. You should investigate the reasons to be able to prevent them in future.

Belongs To:SaaS KPI DashboardMetric Category:Revenue

Customer Lifetime Value (LTV)

SaaS Metrics / Revenue / Financial Management / Customer Value / Profitability

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Estimate value of the net profit coming from the entire future relationship with a client. It is the total amount of profit that average client is likely to spend over the time while being a client (Customer lifespan).

Calculation Method / Formula:one of the ways to measure LTV is:
Average value of sale * number of transactions * Retention time * profit margin

Should be High or Low?:Lower or higher number depends on type of your products or services. You can set some target and with correct investments in development and marketing strategies you can try to increase that number.

Belongs To:SaaS KPI DashboardMetric Category:Revenue

Net New MRR

SaaS Metrics / Customer Value / Revenue

Unit:[$] MonetaryIdeal Range:Target (the higher the better)Lower The Better?:No

Description:This metrics shows your revenue based on newly chained customers. Based on that metrics you can compare loyalty and interest older and new customers and measure your marketing strategies as well as influence of relationship and a support on further sales.

Calculation Method / Formula:Net New MRR = New MRR + Expansion MRR – Churned MRR

Belongs To:SaaS KPI DashboardMetric Category:Revenue

Adsense Income

SaaS Metrics / Revenue / Marketing Effectiveness / Cost / Sales

Unit:[$] MonetaryIdeal Range:Target (the higher the better)Lower The Better?:No

Description:This metrics should show your total payment revenue from your advertisers. This metrics together with cost of AdSense can help you to calculate how many customers you need to payback your advertise investment and to make it profitable.

Should be High or Low?:If the investment is higher than income, you probably should find more suitable way of advertising your product. Unless it is calculated in for example your startup investment

Belongs To:SaaS KPI DashboardMetric Category:Revenue

Customer Acquisition Cost (CAC)

SaaS Metrics / Marketing / Costs / Sales / Customer Value

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:It is a total cost of advertising to convince a potential customer to buy your product or service. It may show you how good is your marketing strategy. The target of any marketing should be gaining as much as possible new customers not just visitors without real value. You must remember to include in the expense’s salaries, costs of software, equipment, rent etc. Conversion is very often mix with acquisition of a client it is important to know the difference, acquisition means gaining a potential client that starts a subscription but he haven’t spent money yet while conversion counts only customers who spent already money on your product or services.

Calculation Method / Formula:(Total Marketing + Sales Expenses) / number of New Customers Gained

Should be High or Low?:It is related to your campaign and marketing strategies. You should choose it according to your target based on a value of an average customer.

Belongs To:SaaS KPI DashboardMetric Category:Cost

Cost of Adsense

SaaS Metrics / Marketing / Costs / Sales / Investment

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Ad’s is one of the most important factors to achieve a success. An excellent product is not enough without a good marketing. You need to invest in advertising to improve your sales to create a recognizable label to increase your business ratings.

Should be High or Low?:You cannot assume that cost of marketing can be lowered to the maximum but the properly designed strategy can bring more customers so the budget should be adequate to possible achievements

Belongs To:SaaS KPI DashboardMetric Category:Cost

Employee Payroll

SaaS Metrics / Employee Satisfaction / Cost / Work Efficiency / Budget Management

Unit:[$] MonetaryIdeal Range:In BudgetLower The Better?:Yes

Description:The total cost of employee payments. Total cost can grow for example if there is need to hire more people or salaries increases. It also has an influence on your employees work satisfaction rate.

Should be High or Low?:In case of some unpredicted situations or some high number of employee’s turnover rate the number can rise but within the budget you should also calculate how to make your employees satisfied with their job conditions.

Belongs To:SaaS KPI DashboardMetric Category:Cost

Cost Of Goods Sold (COGS)

SaaS Metrics / Cost / Financial Performance / Profitability / Revenue / Sales

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:It is a direct cost of the goods sold per month. Generally, that metrics includes hosting costs, keeping the product running, cost of license, customer support, third-party apps included in product delivery etc.

Should be High or Low?:This is more an informative number to calculate one of the factors for calculating gross profit.

Belongs To:SaaS KPI DashboardMetric Category:Cost

Support Tickets Created

SaaS Metrics / Work Efficiency / Work Organization / Customer Relationship

Unit:[#] NumbersIdeal Range:Lower The Better?:Depends

Description:Number of issues appearing during a period of time. All the problems or requests can be measured as a ticket. Tracking this number may allow to increase customer support awareness and allow to create a time standard.

Belongs To:SaaS KPI DashboardMetric Category:Management

Net Promoter Score (NPS)

SaaS Metrics / Customer Satisfaction / Customer Relationship / Brand Value / Sales

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:That metrics can be used to measure the loyalty or satisfaction of a customer. It shows the quality of relationship between customer and your company. The metrics numbers come from respondents/customers. NPS above zero usually is taken as good result. Respondents who rate your company are usually separated in tree groups: Promoters, Detractors and Passives. On average Promoters buys more, stay loyal customers or even promote your company among other potential customers. The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Number of Passives increase the total number of respondents, and due to that it lowers down the final NPS.

Calculation Method / Formula:% of promoters – % of Detractors

Should be High or Low?:If the number is going down through a period of time, there might be some problem between your company and customers.

Belongs To:SaaS KPI DashboardMetric Category:Management

Customer Engagement Score (CES)

SaaS Metrics / Customer Satisfaction / Customer Relationship / Brand Value

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:It measures how much effort your customer has to input to get his issue resolved. Besides the effort itself for that measurement very big impact will have a customer experience. Usually customers can rate you much lower due to the bad communication experience even if their problem was not complicated.

Calculation Method / Formula:You can measure it on a scale from 1 to 5 representing the amount of your customer’s effort.

Should be High or Low?:Target is the minimum effort of your customer. If the results are far from the target you should investigate and try to improve your product or services to be more user-friendly and reliable.

Belongs To:SaaS KPI DashboardMetric Category:Management

Gross Profit Margin

SaaS Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:How much profit you make on each dollar of sales before most of the expenses. The gross profit is calculated by the total revenue reduced by the cost of sale of those goods. Comparing this metrics with Net Profit margin you can also track all the other expenses that are not directly related to COGS.

Calculation Method / Formula:(Sales Revenue-COGS)/Revenue.

Should be High or Low?:If the number is going down, you should consider maybe removing products that doesn’t bring enough income but generates some problems and cost for improvement and customer support. If the gross margin is growing that means the investment in COGS is bringing high income and allows to improve and grow your product and services.

Belongs To:SaaS KPI DashboardMetric Category:Management

Retail Metrics

Retail-KPI-Dashboard-Excel-Template-Someka-S01-Flow

Net Profit Cost Of Goods Sold (COGS)
Return on Investment (ROI) Revenue by Payment Type
Gross Profit Margin Sales Per Square Foot
Sales by Product Category Sales Per Employee / Profit per Employee
Conversion Rate Sales Cycle Length (SCL)
Inventory Turnover Rate (ITR) Shrinkage Rate
Sell-Through Rate Average Inventory (AI)
Stock-Out Average Transaction Value (ATV)
ACS / Average Customer Spend Percent Returning Customers
The frequency of Store Visits Net Promoter Score (NPS)
Total Hours Worked Employee Payroll
Average Number of Employees Turnover
Employee Satisfaction

Net Profit

Retail Metrics / Revenue / Financial Performance / Profitability

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:It is the total profit made at the end of the month. It is calculated as total income minus total costs including tax. It shows how profitable is your company month by month. Depend on the size of the company costs will not only grow but they might be quite complex to follow.

Calculation Method / Formula:Revenue – Total Expenses (taxes included)

Should be High or Low?:It may vary depending many factors, like time of the year, new competitors on the market etc. But in case dropping dangerously it may give a strong hint to study the reasons.

Belongs To:Retail KPI DashboardMetric Category:General Management

Cost Of Goods Sold (COGS)

Retail Metrics / Cost / Financial Performance / Profitability / Revenue / Sales

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:This metrics shows a direct cost of the goods sold per month. Evaluates how efficient a company is in managing their stock supplies and labor.

Calculation Method / Formula:Beginning inventory + cost of Net Purchases – Ending inventory

Should be High or Low?:This is more an informative number to calculate one of the factors for calculating gross profit.

Belongs To:Retail KPI DashboardMetric Category:General Management

Return on Investment (ROI)

Retail Metrics / Revenue / Budget Management / Financial Performance / Investment

Unit:[#] NumbersIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The most common profitability metrics used for financial decisions. It helps to analyze how efficient/profitable was your investment. Profit vs Investment

Calculation Method / Formula:Net Profit / Cost of investment

Should be High or Low?:The problem with this metrics is that it doesn’t include time. So, it might be misleading. Depending on your investment you may have results immediately or you need to wait longer time for accurate benefit.

Belongs To:Retail KPI DashboardMetric Category:General Management

Revenue by Payment Type

Retail Metrics / Revenue / Financial Strategies / Market Demand

Unit:[$] MonetaryIdeal Range:Lower The Better?:No

Description:You can measure which payment method is preferred by your customers. When you have enough information, what are your customer preferences. you can offer some advantages depending on payment method, or you can eliminate some of the unused methods.

Should be High or Low?:This is an information number, growing or going down can suggest popularity of some payment methods over others.

Belongs To:Retail KPI DashboardMetric Category:General Management

Gross Profit Margin

Retail Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:How much profit you make on each dollar of sales before most of the expenses. The gross profit is calculated by the total revenue reduced by the cost of sale of those goods. Comparing this metrics with Net Profit margin you can also track all the other expenses that are not directly related to COGS.

Calculation Method / Formula:(Sales Revenue-COGS)/Revenue.

Should be High or Low?:If the number is going down, you should consider maybe removing products that doesn’t bring enough income but generates some problems and cost for improvement and customer support. If the gross margin is growing that means the investment in COGS is bringing high income and allows to improve and grow your product and services.

Belongs To:Retail KPI DashboardMetric Category:General Management

Sales Per Square Foot

Retail Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness

Unit:[$] MonetaryIdeal Range:Lower The Better?:No

Description:It is total sales value per total sale space in your stores (fitting rooms or warehouses are not included as sale space). Depending on the concept of your store you may think about making the space more compact or the opposite. Some of the stores invest is spacious stores when they want to give a customer impression of more luxury place what can give them actually a higher revenue.

Calculation Method / Formula:Net Sales/size of sales space

Should be High or Low?:Informative value

Belongs To:Retail KPI DashboardMetric Category:Sales

Sales by Product Category

Retail Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness

Unit:[#] NumbersIdeal Range:Lower The Better?:No

Description:Shows total monetary value of sales by product category. You should categorize your products to measure their sales amount, for that purpose it can be good to split that metrics into each category. That metrics can show you most profitable directions.

Should be High or Low?:Informative value

Belongs To:Retail KPI DashboardMetric Category:Sales

Sales Per Employee / Profit per Employee

Retail Metrics / Revenue / Financial Performance / Profitability / Sales

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:This metrics can show you how efficient are your employees. You can estimate possible losses or additional income if you think about firing or hiring new employees. This is not one to one implication but can give you a good point of view while seeing changes between that metrics and a number of employees.

Calculation Method / Formula:Total Net sales / FTE

Should be High or Low?:Mainly an informative value but you need to be careful how it changes. Maybe you have hired to many people for current situation or not enough, or maybe you are hiring new people for your new branch. Depend on that this number will be changing.

Belongs To:Retail KPI DashboardMetric Category:Sales

Conversion Rate

Retail Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows the percentage out of number of all visitors how many of them actually bought some of your products. The target is to have this number fairly high but even if conversion rate is not very high but the number of visitors is growing your total sales will grow as well.

Calculation Method / Formula:# of successful actions / # of total visits.

Should be High or Low?:You may check how your strategies or product improvement influence on the conversion rate and based on that choose some directions in growing your company.

Belongs To:Retail KPI DashboardMetric Category:Sales

Sales Cycle Length (SCL)

Retail Metrics / Customer Relationship / Sales / Work Effectiveness / Performance

Unit:[Seconds]Ideal Range:Target (optimizing)Lower The Better?:Yes

Description:The most used way to monitor sales cycle is to start from the client’s entering till an end when the sale is closed. That metrics depends on your offer and client target. Times will vary depending on number of items your client is going to buy. If you are selling electronic, clients need to get first all technical questions answered, in case of cloths you need to take into account time for try on etc.

Should be High or Low?:If sales cycle length is growing by time, you may think about your sales strategies or try to understand what a cause can be. Maybe if your inventory grew much then your customers also take more time for decision process or maybe there are some problems with your sales manpower.

Belongs To:Retail KPI DashboardMetric Category:Sales

Inventory Turnover Rate (ITR)

Retail Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Also known as stock turn and shows how many times (or how big part of) the average inventory is sold per month. It is a bad idea to have higher inventory value than the monthly sales value.

Calculation Method / Formula:Cost of goods used / average warehouse value.

Should be High or Low?:The lower is the ratio the higher are costs of storage/warehouse.

Belongs To:Retail KPI DashboardMetric Category:Inventory

Shrinkage Rate

Retail Metrics / Cost / Inventory Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Shrinkage of your inventory not caused by sales. For the common causes of inventory shrinkage, you can count thefts internal or external, perished goods, defects of the products, lifetime of a product (in case food or cosmetics). It is impossible to eliminate that problem, but you can partially control most of the factors and keep them as low as possible.

Calculation Method / Formula:Ending inventory value – Physically counted inventory value

Should be High or Low?:To try to lower the number you can invest in monitoring of your store, take extra care while getting delivery from producer to check if the products you received have no damages.

Belongs To:Retail KPI DashboardMetric Category:Inventory

Sell-Through Rate

Retail Metrics / Work Effectiveness / Market Demand / Revenue / Sales

Unit:[%] PercentageIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The percentage of inventory that we sold within some time, in compare to the number goods received in the inventory in the same time.

Calculation Method / Formula: Units sold / (Units sold + On-hand inventory).

Should be High or Low?:With growing number, you may consider increasing value of your inventory orders or their frequency.

Belongs To:Retail KPI DashboardMetric Category:Inventory

Average Inventory (AI)

Retail Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:It is an average of beginning and ending inventory balance. Together with sell-through rate you can measure your warehouse’s effectiveness and take some valuable steps in your inventory maintenance strategies.

Calculation Method / Formula: (Current month inventory + Previous month inventory) /2.

Should be High or Low?:If the number is high together with high sell-through you are on a good direction. But there is no point to keep high inventory if your sell-through goes low.

Belongs To:Retail KPI DashboardMetric Category:Inventory

Stock-Out

Retail Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:A situation in which the required item is not available in the inventory. Stock-out is a bad sign for a customer who will probably start to search for another retailer in the market. If you have a high stock-out level, you should check your other inventory metrics and reorganize it accordingly.

Calculation Method / Formula:Can be measured as a ratio of revenue: Lost sales / (Ravanue + Lost Sales)
or ratio of number of oredered goods: # Out of stok odered goods / (Total number of ordered goods)

Should be High or Low?:The target is to keep the stock-out at minimum but on the other hand you should be careful not to increase your average inventory level high above needs.

Belongs To:Retail KPI DashboardMetric Category:Inventory

Average Transaction Value (ATV)

Retail Metrics / Budget Management / Financial Performance / Revenue / Sales /

Unit:[$] MonetaryIdeal Range:Target (the higher the better)Lower The Better?:No

Description:It counts as an average amount of money spent by your customer. That number depends on the type of your goods.

Calculation Method / Formula:Total sales revenue/Number of transactions (in a period of time)

Should be High or Low?:If the number is changing in a visible way from month to month you should check if there was some specific categories of products that had an impact on the result or maybe some other reason like opening of a new branch etc.

Belongs To:Retail KPI DashboardMetric Category:Customer

ACS / Average Customer Spend

Retail Metrics / Customer Value / Customer Satisfaction / Sales / Revenue

Unit:[$] MonetaryIdeal Range:Target (the higher the better)Lower The Better?:No

Description:It is almost the same metrics as ATV however here you can take into account a returning client so that number may increase in compare to ATV

Calculation Method / Formula:The total sales revenue/total number of customers (in a period of time)

Should be High or Low?:If the number is changing in a visible way from month to month you should check if there was some specific categories of products that had an impact on the result or maybe some other reason like opening of a new branch etc.

Belongs To:Retail KPI DashboardMetric Category:Customer

Percent Returning Customers

Retail Metrics / Customer Satisfaction / Customer Relationship / Brand Value / Sales

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:Percent of returning clients is a measure of your brand rate and client satisfaction. Most likely returning customers can also refer your store to others.

Calculation Method / Formula:(The number of returning customers/ the number of total customers) x 100.

Should be High or Low?:Growing number helps build your brand. If the number will start to shrink you should feel alarmed and check your competitors on the market.

Belongs To:Retail KPI DashboardMetric Category:Customer

The frequency of Store Visits

Retail Metrics / Marketing Strategies / Advertising / Marketing Effectiveness / Sales

Unit:[#] NumbersIdeal Range:Target (the higher the better)Lower The Better?:No

Description:It is a total number of store visitors per month, also known as foot traffic. You can observe increasing of that number if your store has some special offers or a campaign. But within a time, you should also reach some target value and try to keep or increase by building your label or increasing offer and building a good relationship between you and your customers.

Should be High or Low?:Permanently decreasing number should caught your attention to check the possible reasons.

Belongs To:Retail KPI DashboardMetric Category:Customer

Net Promoter Score (NPS)

Retail Metrics / Customer Satisfaction / Customer Relationship / Brand Value / Sales

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:That metrics can be used to measure the loyalty or satisfaction of a customer. It shows the quality of relationship between customer and your company. The metrics numbers come from respondents/customers. NPS above zero usually is taken as good result. Respondents who rate your company are usually separated in tree groups: Promoters, Detractors and Passives. On average Promoters buys more, stay loyal customers or even promote your company among other potential customers. The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Number of Passives increase the total number of respondents, and due to that it lowers down the final NPS.

Calculation Method / Formula:% of promoters – % of Detractors

Should be High or Low?:If the number is going down through a period of time, there might be some problem between your company and customers.

Belongs To:Retail KPI DashboardMetric Category:Customer

Total Hours Worked

Retail Metrics / Work Efficiency / Cost / Time Management

Unit:[Hours]Ideal Range:Depends on GrowthLower The Better?:No

Description:The total working hours of employees. Measurement includes total worked time of full-time workers with their average overtime, as well as worked time of part time employees, but you have to exclude the number of hours that comes from vacation, sick leave (on average) and official holidays. This metrics can be useful to calculate efficiency of your workers and to help you to decide if there is a need for increasing a number of your employees.

Should be High or Low?:If your company is growing the number will grow as well.

Belongs To:Retail KPI DashboardMetric Category:Employee Management

Employee Payroll

Retail Metrics / Employee Satisfaction / Cost / Work Efficiency / Budget Management

Unit:[$] MonetaryIdeal Range:In BudgetLower The Better?:Yes

Description:The total cost of employee payments. Total cost can grow for example if there is need to hire more people or salaries increases. It also has an influence on your employees work satisfaction rate.

Should be High or Low?:In case of some unpredicted situations or some high number of employee’s turnover rate the number can rise but within the budget you should also calculate how to make your employees satisfied with their job conditions.

Belongs To:Retail KPI DashboardMetric Category:Employee Management

Average Number of Employees

Retail Metrics / Employee Management / Cost / Work Efficiency / Budget Management / Investment

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:This number can help you to estimate an optimum number of employees you need in current situation but also it can help you to assume a number of new employees in case of opening new branch.

Calculation Method / Formula: (The numbers of active employees at the beginning + The numbers of active employees at the end)/2

Should be High or Low?:This is an informative number that can help you understand your capacity as an employer.

Belongs To:Retail KPI DashboardMetric Category:Employee Management

Turnover

Retail Metrics / Employee Satisfaction / Cost / Work Efficiency / Budget Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:This is a percentage of workers who leave and are replaced by new employees within some period of time.

Calculation Method / Formula:#of Employees separated / Average #of employees

Should be High or Low?:High number may lower the qualifications or increase the defect ratio due to less experience. Also, it increases a cost of the labor due to much lower productivity of the new employees. You should reconsider your employment strategy.

Belongs To:Retail KPI DashboardMetric Category:Employee Management

Employee Satisfaction

Retail Metrics / Employee Satisfaction / Employee Management / Budget Management

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:To decrease your turnover rate, you should measure the employees’ work satisfaction. Check on their needs, complaints and engagement at work. You may create and follow a survey among them to understand the level of their happiness and satisfaction.

Should be High or Low?:It is important to keep the rate high, because that usually means better work results, less mistakes, better work atmosphere etc.

Belongs To:Retail KPI DashboardMetric Category:Employee Management

Procurement Metrics

Procurement-KPI-Dashboard-Excel-Template-Someka-S01-Flow-1

Total Cost of Procurement Cost Savings
Total worth of Inventory Return on Investment (ROI)
Purchase Order Cycle Time Supplier Lead Time
Number of Suppliers Total amount of Items Ordered
Ratio of Rejection Quality Score (Rejected/Total Order)
Supplier Quality Rating Cost of Purchase Order (CPO)
Cost Avoidance / Soft Savings Cost Reduction / Hard Savings
Operating Expense Ratio (OER) Average Inventory (AI)
Inventory Turnover Rate (ITR) Holding Cost
Stock-Out Service Level Agreements (SLA)

Total Cost of Procurement

Procurement Metrics / Cost / Financial Performance / Profitability

Unit:[$] MonetaryIdeal Range:In BudgetLower The Better?:Yes

Description:The total cost of purchased goods or services depended on the project requirements. This number also includes all administrative costs, processing, shipping etc.

Should be High or Low?:If the cost excesses the budget, that should give fast reaction and recalculation for the possible budget.

Belongs To:Procurement KPI DashboardMetric Category:General Management

Cost Savings

Procurement Metrics / Cost / Savings / Budget Management / Financial Performance

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:It is a total cost savings measurement coming from both hard and soft savings like cost reduction or cost avoiding.

Calculation Method / Formula:cost reduction + cost avoidance

Belongs To:Procurement KPI DashboardMetric Category:General Management

Total worth of Inventory

Procurement Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:The value of total units in your inventory. The value should be calculated based on the market prices. However, there are also few other approaches for calculating that metrics by using periodic or perpetual inventory system.

Should be High or Low?:The number may drop down due to many factors: like dropping prices on the market, shrinking your inventory space etc.

Belongs To:Procurement KPI DashboardMetric Category:General Management

Return on Investment (ROI)

Procurement Metrics / Revenue / Budget Management / Financial Performance / Investment

Unit:[#] NumbersIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The most common profitability metrics used for financial decisions. It helps to analyze how efficient/profitable was your investment. Profit vs Investment

Calculation Method / Formula:Net Profit / Cost of investment

Should be High or Low?:The problem with this metrics is that it doesn’t include time. So, it might be misleading. Depending on your investment you may have results immediately or you need to wait longer time for accurate benefit.

Belongs To:Procurement KPI DashboardMetric Category:General Management

Purchase Order Cycle Time

Procurement Metrics / Customer Satisfaction / Cost / Transport / Business Performance

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:The average time that takes to fulfill the purchase order. Counting time starts from receiving PO and end after successful delivery where delivered goods match the purchase order.

Should be High or Low?:This metrics is very important for building good relationship with customers and it is important to always work to improve that metric.

Belongs To:Procurement KPI DashboardMetric Category:Delivery Management

Supplier Lead Time

Procurement Metrics / Work Efficiency / Work Time Management / Sales / Inventory Management

Unit:[Days]Ideal Range:MinimumLower The Better?:Yes

Description:Or vendor Lead Time, it is the amount of time between your purchase order and time when you receive the goods from your supplier. If your supplier doesn’t have the ordered units, they need to be manufactured or delivered first from other stock for the final shipment then the time will grow and you will have to take it into account for keeping your inventory higher.

Should be High or Low?:If you’re can reduce your lead time, by having more suppliers or having better contracts with your suppliers that will allow you to decrease your own stock and reduce your stock maintenance costs.

Belongs To:Procurement KPI DashboardMetric Category:Delivery Management

Number of Suppliers

Procurement Metrics / Work Efficiency / Work Time Management / Sales / Inventory Management

Unit:[#] NumbersIdeal Range:OptimumLower The Better?:Depends

Description: It’s important to optimize number of your suppliers, so you can be sure about your delivery times and goods quality.

Should be High or Low?:The higher number sometimes can help for lowering supplier lead time, but too high number may be troubled for managing and keeping the price offers competitive.

Belongs To:Procurement KPI DashboardMetric Category:Delivery Management

Total amount of Items Ordered

Procurement Metrics / Financial Performance / Revenue / Sales / Profitability / Work Effectiveness

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:The total amount of items ordered; you can use this metrics vs sold items to see sales realization. You can easily see if your company is growing and track changes through the time.

Should be High or Low?:If the number is going down that might be caused by new competitors on the market or decreasing market demand.

Belongs To:Procurement KPI DashboardMetric Category:Quality Assurance

Ratio of Rejection

Procurement Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Rejected defects are the defects where the consumer states a problem, but the producer or developer did not detect that defect before delivering to the client. It is the comparison of undetected (rejected by client) to the total defects detected during production.

Calculation Method / Formula:The formula for weight of Rejected defects is (#Rejected Defects)/ #Total Defects.

Should be High or Low?:If the number is close to zero, the defected units can be fixed before going to client. Delivery of the defected parts can cost the company much more than increasing budget for the detection and prevention.

Belongs To:Procurement KPI DashboardMetric Category:Quality Assurance

Quality Score (Rejected/Total Order)

Procurement Metrics / Cost / Quality / Customer Satisfaction / Brand Value / Investment

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:You can measure is as number of rejected supplies out of total orders. In that case your metrics target will be minimum, or you can measure it as a ratio of accepted incoming materials out of all and then your target will be maximum.

Calculation Method / Formula:Rejected/Total Order

Should be High or Low?:Growing ratio is a bad sign of your supplier’s products’ quality and can have a big impact on your additional costs due to customer complaints. You may consider other more expensive suppliers if that in the end could decrees your total costs.

Belongs To:Procurement KPI DashboardMetric Category:Quality Assurance

Supplier Quality Rating

Procurement Metrics / Quality / Brand Value / Cost

Unit:[#] NumbersIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:You can score your suppliers and track if the score is changing through the time. That may help you eliminate some of your suppliers or decide to increase your cooperation with some of them.

Should be High or Low?:Informative metrics to be able to compare your suppliers

Belongs To:Procurement KPI DashboardMetric Category:Quality Assurance

Cost of Purchase Order (CPO)

Procurement Metrics / Cost / Delivery Management / Sales

Unit:[$] MonetaryIdeal Range:Target (depending on the type of your goods)Lower The Better?:Yes

Description:Most of procurement organizations analyze their effectiveness by tracking a cost to process a purchase order. The number includes all the costs of your company necessary to be able to fulfil the purchase order.

Calculation Method / Formula:Organization’s total cost of processing / total number of orders

Should be High or Low?:If the work management is correct you should be able to reach your targets and with the time reduce them by implementing automatization or other methods of increasing productivity.

Belongs To:Procurement KPI DashboardMetric Category:Finance Management

Cost Avoidance / Soft Savings

Procurement Metrics / Cost / Savings / Budget Management / Financial Performance

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:In other words “soft savings,” is a measurement of ability to avoid incurring some of the costs. To most common soft savings you can check possibility to reduce working capital, decreasing capacity of your stocks, be always sure and updated about any law changes, increasing your customer and employee satisfaction.

Belongs To:Procurement KPI DashboardMetric Category:Finance Management

Cost Reduction / Hard Savings

Procurement Metrics / Cost / Savings / Budget Management / Financial Performance

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Also known as “Hard Savings”. It related to managing the work costs bellow it was calculated and agreed in the budget estimation. Most common factors of cost reduction are operations, managing cost of production, transactions, transportation cost and manpower reduction. However, there are also indirect factors which increase cost savings by increasing volume of production and sales without increasing costs.

Should be High or Low?:It depends on how tight and accurate budget estimation was then actual result of savings will drop down. There might be some unpredicted problems or changes which may interfere in those savings.

Belongs To:Procurement KPI DashboardMetric Category:Finance Management

Operating Expense Ratio (OER)

Procurement Metrics / Budget Management / Revenue / Sales / Business Performance / Work Efficiency

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:It’s important to understand your operational effectiveness by tracking the operating expense ratio. It is related to daily company’s core operations. The lower those expenses are, the higher profit is made. operating revenue and operating expenses are related to your company’s main activity

Calculation Method / Formula: Operating Expenses / Revenue

Should be High or Low?:You can track changes and estimate possible outcomes on operating improvements.

Belongs To:Procurement KPI DashboardMetric Category:Finance Management

Average Inventory (AI)

Procurement Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:It is an average of beginning and ending inventory balance. Together with sell-through rate you can measure your warehouse’s effectiveness and take some valuable steps in your inventory maintenance strategies.

Calculation Method / Formula: (Current month inventory + Previous month inventory) /2.

Should be High or Low?:If the number is high together with high sell-through you are on a good direction. But there is no point to keep high inventory if your sell-through goes low.

Belongs To:Procurement KPI DashboardMetric Category:Warehouse Management

Inventory Turnover Rate (ITR)

Procurement Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:It shows how many times your department used and renew inventory per month. It is calculated by dividing the total amount of the products which got out of the warehouse by the average inventory.

Calculation Method / Formula:Cost of goods used / average warehouse value.

Should be High or Low?:The lower is the ratio the higher are costs of storage/warehouse.

Belongs To:Procurement KPI DashboardMetric Category:Warehouse Management

Holding Cost

Procurement Metrics / Inventory Management / Budget Management / Cost

Unit:[$] MonetaryIdeal Range:Target (optimizing)Lower The Better?:Yes

Description:Those are costs related to store inventory. You should sum up your warehouse rent cost, security, insurance and personnel costs, depreciation of your stock.

Should be High or Low?:You can try decrease your cost by decreasing size of your stocks by better cooperation with your suppliers. You can increase frequency of your delivery according to market demand.

Belongs To:Procurement KPI DashboardMetric Category:Warehouse Management

Stock-Out

Procurement Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:A situation in which the required item is not available in the inventory. Stock-out is a bad sign for a customer who will probably start to search for another retailer in the market. If you have a high stock-out level, you should check your other inventory metrics and reorganize it accordingly.

Calculation Method / Formula:Can be measured as a ratio of revenue: Lost sales / (Ravanue + Lost Sales)
or ratio of number of oredered goods: # Out of stok odered goods / (Total number of ordered goods)

Should be High or Low?:The target is to keep the stock-out at minimum but on the other hand you should be careful not to increase your average inventory level high above needs.

Belongs To:Procurement KPI DashboardMetric Category:Warehouse Management

Service Level Agreements (SLA)

Procurement Metrics / Work Effectiveness / Quality / Cost

Unit:[%] PercentageIdeal Range:Lower The Better?:Depends

Description:It is an agreement between your company and providers/suppliers. It includes expectations service quality and conditions, but a big part of SLA contract is defining actions in case of any problems or product rejections, repair, recovery, responsibilities etc. SLA gives the basis for other metrics in KPI so you can see if your company and your suppliers meet some of the expectations

Belongs To:Procurement KPI DashboardMetric Category:Warehouse Management

CRM Metrics

CRM-KPI-Dashboard-Excel-Template-Someka-S01-Flow

Number of E-mail Marketing Campaign Email click-through Rate (CTR)
Website Conversion Rate A number of Sales Call
Number of SMS Average Interaction Cost
Self Service Rate New Leads / Prospects
Cost Per Lead Generated (CPL) Conversion Rate
Customer Acquisition Cost (CAC) / Cost per acquisition of new customer (CPA) Retention Rate
Acquisition Rate Churn Rate / Customer Turnover Rate / Attrition Rate
Number of Complaints First Contact Resolution Rate
Average Resolution Time Customer Satisfaction Rate (1-5)
Customer Effort Score (CES) Sales Cycle Length (SCL)
Return on Investment (ROI) Customer Lifetime Value – LTV
Market Share Repeat Purchase Rate
Net Promoter Score (NPS) Brand Awareness

Number of E-mail Marketing Campaign

CRM Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] NumbersIdeal Range:Lower The Better?:No

Description:How many campaigns monthly are sent to clients by email. One of the ways to reach your clients. It is good to track that metrics and compare it with other campaigning ways like sales calls or sent SMS number to efficiently invest in each of those methods depending on the results and possibilities.

Should be High or Low?:This is an informative number that can help you to compare all your marketing methods.

Belongs To:CRM KPI DashboardMetric Category:Customer Interactions

Email click-through Rate (CTR)

CRM Metrics / Marketing / Investment / Digital Marketing

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:You can measure how effective are your email campaigns. If they catch focus of your customers/potential customers to click and search for more information regarding the campaign presented in the email.

Calculation Method / Formula:number of clicks for more information / number of sent emails

Should be High or Low?:You can also compare it with other ways of reaching client. Measure how successful each of the ways of campaigning is more useful or which one needs more investment if the ratio of success is going down.

Belongs To:CRM KPI DashboardMetric Category:Customer Interactions

Website Conversion Rate

CRM Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows the percentage out of number of all visitors how many of them actually bought some of your products. The target is to have this number fairly high but even if conversion rate is not very high, but the number of visitors is growing your total sales will grow as well. You can measure if it’s worth to use pay-per-click advertisement method. If your traffic is high but there is not comparable number of new subscribers that might not be worth to pay for that kind of advertising.

Calculation Method / Formula:# of successful actions / # of total website visits.

Should be High or Low?:You may check how your strategies or product improvement influence on the conversion rate and based on that choose some directions in growing your company.

Belongs To:CRM KPI DashboardMetric Category:Customer Interactions

A number of Sales Call

CRM Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness / Marketing Strategies

Unit:[#] NumbersIdeal Range:Lower The Better?:No

Description:The total number of sales calls to potential or existing clients per month. Comparing with number of e-mails and SMS sent and the results of each way of campaigning you can decide on further steps in your marketing methods

Should be High or Low?:This is an informative number that can help you to compare all your marketing methods.

Belongs To:CRM KPI DashboardMetric Category:Customer Interactions

Number of SMS

CRM Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Costcr

Unit:[#] NumbersIdeal Range:Lower The Better?:No

Description:The total number of sent SMS per month. Compare also with results of other ways of campaigning.

Should be High or Low?:This is an informative number that can help you to compare all your marketing methods.

Belongs To:CRM KPI DashboardMetric Category:Customer Interactions

Average Interaction Cost

CRM Metrics / Marketing / Customer Relationship / Cost / Quality

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:It is an average cost of interaction with a client out of all possible ways like e-mail, phone etc. On the cost influence mainly two factors, medium used for communication plus all costs related to it and the working time of the employee.

Should be High or Low?:Growing costs may indicate lack of proper experience and knowledge of your employees.

Belongs To:CRM KPI DashboardMetric Category:Customer Interactions

Self Service Rate

CRM Metrics / Customer Satisfaction / Quality

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:It is rating given by your client based on how easy and clear and intuitive your products and services are. Even if the client finds a problem is, he able to resolve it by himself easily without personal assistance.

Calculation Method / Formula:number of issues resolved by the client himself / number of total issues reported

Belongs To:CRM KPI DashboardMetric Category:Customer Interactions

New Leads / Prospects

CRM Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Depending on your approach you can calculate leads and prospects as one group, but in fact lead is not qualified contact and the prospect is already qualified one. There is also a discussion about the difference between conversed and acquired lead. Conversion mostly translated as gaining an actual customer who spent money and acquisition as customer who haven’t’ spent money yet but for example assigned for the subscription. It is also useful to track the number of prospects and then compare it with actual number of generated customers.

Should be High or Low?:You can compare this metrics through the months and see if there are differences depending on marketing strategy, product offer changes or your employee’s qualifications. If you measure the ratio you can see how accurate your campaign is and if you are attracting really potential customers.

Belongs To:CRM KPI DashboardMetric Category:Lead Generation

Cost Per Lead Generated (CPL)

CRM Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:It is usually confused with CPA which stands for generated prospects, but this metrics is measuring cost of all the leads generated counted together with both possible customers and the one that will not be interested in your products. This is important to have the campaigning well created for the target customer, so you don’t pay extra costs for attracting people from outside of the target.

Calculation Method / Formula:Total advertising (campaign) cost / number of generated leads

Should be High or Low?:It is related to your campaign and marketing strategies. You should choose it according to your target based on a value of an average customer.

Belongs To:CRM KPI DashboardMetric Category:Lead Generation

Conversion Rate

CRM Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows the percentage out of number of all visitors how many of them actually bought some of your products. The target is to have this number fairly high but even if conversion rate is not very high, but the number of visitors is growing your total sales will grow as well.

Calculation Method / Formula:# of successful actions / # of total visits.

Should be High or Low?:You may check how your strategies or product improvement influence on the conversion rate and based on that choose some directions in growing your company.

Belongs To:CRM KPI DashboardMetric Category:Lead Generation

Customer Acquisition Cost (CAC) / Cost per acquisition of new customer (CPA)

CRM Metrics / Marketing / Costs / Sales / Customer Value

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:It is a total cost of advertising to convince a potential customer to buy your product or service. It may show you how good is your marketing strategy. The target of any marketing should be gaining as much as possible new customers not just visitors without real value. You must remember to include in the expense’s salaries, costs of software, equipment, rent etc. Conversion is very often mix with acquisition of a client it is important to know the difference, acquisition means gaining a potential client that starts a subscription but he haven’t spent money yet while conversion counts only customers who spent already money on your product or services.

Calculation Method / Formula:(Total Marketing + Sales Expenses) / number of New Customers Gained

Should be High or Low?:If the cost is growing most likely you have a lot of visits of new potential prospects, but the conversion rate is going down.

Belongs To:CRM KPI DashboardMetric Category:Lead Generation

Retention Rate

CRM Metrics / Customer Satisfaction / Customer Value / Brand Value / Sales

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:It is the percentage of loyal customers who keep using/purchasing your products in the end of the measured period of time out of customers counted at the beginning of that period of time. New customers are not counted into this metrics. This can help you understand your strategies for keeping your customers.

Calculation Method / Formula:(CE-CN)/CS where CE – number of all customers, CN – number of new customers acquired, CS – number of clients at the begining of the measured period

Should be High or Low?:If the number is going down, you may search for reasons and try to implement some changes. Low number might indicate some new competitor on the market or some new interesting offers that can attract clients.

Belongs To:CRM KPI DashboardMetric Category:Lead Generation

Acquisition Rate

CRM Metrics / Work Effectiveness / Market Demand / Digital Marketing / Sales

Unit:[%] PercentageIdeal Range:Target (the higher the better)Lower The Better?:No

Description:With this metrics you can understand market condition and your marketing strategies accuracy. You can see if your product and marketing attract new customers or not.

Should be High or Low?:If the number is low maybe you have a wrong target group. Maybe you are reaching for the group of people that cannot be classified as prospects, but they increase your costs of advertising investment.

Belongs To:CRM KPI DashboardMetric Category:Lead Generation

Churn Rate / Customer Turnover Rate / Attrition Rate

CRM Metrics / Customer Satisfaction / Market Demand / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Also called the attrition rate. It is a percentage of churned customers out of all customers connected either by some contract or subscription for services or products in some period of time (in a month). The main reason usually for the attrition of the customer is poor customer experience or slow service performance.

Should be High or Low?:To decrease the percentage and increase the customer satisfaction you may consider develop tactics how to value your customers and how to build a relationship with the customer.

Belongs To:CRM KPI DashboardMetric Category:Lead Generation

Number of Complaints

CRM Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:Number of customer complaints due to poor quality services or products in a specific period of time.

Belongs To:CRM KPI DashboardMetric Category:Customer Services

First Contact Resolution Rate

CRM Metrics / Customer Satisfaction / Work Effectiveness

Unit:[%] PercentageIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The percentage of incoming calls correctly connected by the subject of the call. Those are the calls where is no need to redirect or follow-up an issue divided by the total number of incoming request/calls answered over the similar term. This metrics can depend on the Self-service rate and the customer awareness or the well-prepared contact form divided properly on possible subjects of issues.

Should be High or Low?:The high percentage tells that your company have a big knowhow and experience and is able to clarify and separate correctly the contact channels.

Belongs To:CRM KPI DashboardMetric Category:Customer Services

Average Resolution Time

CRM Metrics / Customer Satisfaction / Brand Value / Work Effectiveness / Work Time Management

Unit:[Seconds]Ideal Range:TargetLower The Better?:Yes

Description:Average time spent with client to resolve the problem or help with transaction. It is important to have a well-qualified employee who can understand a problem fast and quickly help to resolve it. Time is important but you cannot forget about the customer experience.

Should be High or Low?:The time target should be short, and it means your employees have a lot of experience and knowledge.

Belongs To:CRM KPI DashboardMetric Category:Customer Services

Customer Satisfaction Rate (1-5)

CRM Metrics / Customer Satisfaction / Customer Relationship / Brand Value

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:Once, you supply an experience with product or service to your customers, you should measure how to meet expectation. It’s similar metrics to NPS but in that case your questionnaire for the customer can give you a lot of important hints and information’s regarding many aspects of your offer and improve it accordingly.

Belongs To:CRM KPI DashboardMetric Category:Customer Services

Customer Effort Score (CES)

CRM Metrics / Customer Satisfaction / Customer Relationship / Brand Value

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:It measures how much effort your customer has to input to get his issue resolved. Besides the effort itself for that measurement very big impact will have a customer experience. Usually customers can rate you much lower due to the bad communication experience even if their problem was not complicated.

Calculation Method / Formula:You can measure it on a scale from 1 to 5 representing the amount of your customer’s effort.

Should be High or Low?:Target is the minimum effort of your customer. If the results are far from the target you should investigate and try to improve your product or services to be more user-friendly and reliable.

Belongs To:CRM KPI DashboardMetric Category:Customer Services

Sales Cycle Length (SCL)

CRM Metrics / Customer Relationship / Sales / Work Effectiveness / Performance

Unit:[Seconds]Ideal Range:Target (optimizing)Lower The Better?:Yes

Description:The most used way to monitor sales cycle is to start from the client’s entering till an end when the sale is closed. That metrics depends on your offer and client target. Times will vary depending on number of items your client is going to buy. If you are selling electronic, clients need to get first all technical questions answered, in case of cloths you need to consider time for try on etc.

Should be High or Low?:If sales cycle length is growing by time, you may think about your sales strategies or try to understand what a cause can be.

Belongs To:CRM KPI DashboardMetric Category:Business Performance

Return on Investment (ROI)

CRM Metrics / Revenue / Budget Management / Financial Performance / Investment

Unit:[#] NumbersIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The most common profitability metrics used for financial decisions. It helps to analyze how efficient/profitable was your investment. Profit vs Investment

Calculation Method / Formula:Net Profit / Cost of investment

Should be High or Low?:The problem with this metrics is that it doesn’t include time. So, it might be misleading. Depending on your investment you may have results immediately or you need to wait longer time for accurate benefit.

Belongs To:CRM KPI DashboardMetric Category:Business Performance

Customer Lifetime Value – LTV

CRM Metrics / Revenue / Financial Management / Customer Value / Profitability

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Estimate value of the net profit coming from the entire future relationship with a client. It is the total amount of profit that average client is likely to spend over the time while being a client (Customer lifespan).

Calculation Method / Formula:one of the ways to measure LTV is:
Average value of sale * number of transactions * Retention time * profit margin

Should be High or Low?:Lower or higher number depends on type of your products or services. You can set some target and with correct investments in development and marketing strategies you can try to increase that number.

Belongs To:CRM KPI DashboardMetric Category:Business Performance

Market Share

CRM Metrics / Business Performance / Brand Value / Assets / Sales

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:It is the percentage of a market taken by your company or product earned over a specified period of time. This information is important to track because it can have a high impact on all your campaigns and success of your products or services.

Should be High or Low?:Usually 100% target is risky and not really pay off the effort needed to be taken. But it is important to be aware of changes on the market and react in proper way.

Belongs To:CRM KPI DashboardMetric Category:Business Performance

Repeat Purchase Rate

CRM Metrics / Customer Satisfaction / Work Effectiveness / Sales / Revenue

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:The number will depend on range of your offer and satisfaction rate of your customers. It measures how many of your customers are coming back to buy another product or service from you.

Calculation Method / Formula:number of customers who came back to buy another product / number of all customers who bought your product at least once

Belongs To:CRM KPI DashboardMetric Category:Customer Loyalty

Net Promoter Score (NPS)

CRM Metrics / Customer Satisfaction / Customer Relationship / Brand Value / Sales

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:That metrics can be used to measure the loyalty or satisfaction of a customer. It shows the quality of relationship between customer and your company. The metrics numbers come from respondents/customers. NPS above zero usually is taken as good result. Respondents who rate your company are usually separated in tree groups: Promoters, Detractors and Passives. On average Promoters buys more, stay loyal customers, or even promote your company among other potential customers. The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Number of Passives increase the total number of respondents, and due to that it lowers down the final NPS.

Calculation Method / Formula:% of promoters – % of Detractors

Should be High or Low?:If the number is going down through a period of time, there might be some problem between your company and customers.

Belongs To:CRM KPI DashboardMetric Category:Customer Loyalty

Brand Awareness

CRM Metrics / Brand Value / Market Share / Business Performance

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Brand Awareness measures your company label. Does your company, your company logo and products are recognizable among your target group.

Should be High or Low?:This is very crucial metrics that should go together with the quality. Bad reputation with high brand awareness can damage your company very badly.

Belongs To:CRM KPI DashboardMetric Category:Customer Loyalty

IT Metrics

IT-KPI-Dashboard-Excel-Template-Someka-S01-Flow

Number of New Tickets Open vs. Total Tickets (Total dept.)
Open vs. Total Tickets (per employee) Average Task Completion Time
Support Employee per End User % of Projects Delivered on Time / On-Time delivery (OTD)
Quality Assurance per Project IT Service Chargeback or Showback
Staying In Budget Ratio ( Budget Discipline) % of Projects Delivered on Budget / Budget Discipline
ROI Percentage of IT Investments IT Costs vs. IT Revenue
Server Downtime & Uptime Mean Time to Repair
Net Promoter Score (NPS) per Project Customer Effort Score per Project (CES) / Customer Engagement Score

Number of New Tickets

IT Metrics / Work Efficiency / Work Organization / Customer Relationship

Unit:[#] NumbersIdeal Range:Lower The Better?:No

Description:Number of issues appearing during a period of time. All the problems or requests can be measured as a ticket. Tracking this number may allow to increase customer support awareness and allow to create a time standard.

Belongs To:IT KPI DashboardMetric Category:Performance Management

Open vs. Total Tickets (Total dept.)

IT Metrics / Work Efficiency / Work Organization / Customer Relationship

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description: Out of total number of tickets how many was not resolved vs number of resolved over time. If your metrics is a ratio of resolved to all open tickets then the ratio should be as high as possible and the opposite if you calculate the unresolved out of all open tickets the number should be as low as possible. On the metrics influence may have a time period you are calculating. Some unexpected problems with your product or services, number of employees.

Calculation Method / Formula:Can be calculated as: number of closed tickets / number of all tickets (in some period of time)

Should be High or Low?:If the metrics runs away from the ideal target you may investigate if you have enough employees, how the work time organization looks like etc.

Belongs To:IT KPI DashboardMetric Category:Performance Management

Open vs. Total Tickets (per employee)

IT Metrics / Work Efficiency / Work Organization / Customer Relationship

Unit:[%] PercentageIdeal Range:Lower The Better?:No

Description:This can help you to see the average performance per employee and compare through the time if that metrics changes depending on the experience of your team or if you need changes in the number of employees

Calculation Method / Formula:100%*Total open tickets /(Total tickets * number of employees)

Should be High or Low?:This number is more informative metrics, if an average number drops that might be caused by new unexperienced employees or your employees have lack of motivation

Belongs To:IT KPI DashboardMetric Category:Performance Management

Average Task Completion Time

IT Metrics / Customer Satisfaction / Brand Value / Work Efficiency / Work Time Management

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:This metrics can help you to predict expected average employee performance. This number can allow you to calculate how many tasks should have been closed within given period of time by one employee

Should be High or Low?:The lower the better but the minimum time needed depends on your product type and service. The important part here is not just the time but also quality. Pushing target to the minimum may cost you later problems due to bad quality or mistakes as a result of rush.

Belongs To:IT KPI DashboardMetric Category:Performance Management

Support Employee per End User

IT Metrics / Work Efficiency / Work Organization / Customer Relationship

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Shows how many tickets is coming from the end users and how important is having well prepared support team to keep client satisfaction and NPS score high.

Should be High or Low?:if the number is growing you should check if you have enough employees working in support team.

Belongs To:IT KPI DashboardMetric Category:Performance Management

% of Projects Delivered on Time / On-Time delivery (OTD)

IT Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:How many projects out of total were delivered on time. It can give a projection on the further estimations. Projects overestimated are calculated as on time, which can give a little false output value. If calculated just for one project it will just give the idea of percentage how fast project was completed in compare to the estimation.

Calculation Method / Formula:number of projects completed / number of sheduled projects to be completed

Should be High or Low?:If the number is much below 100, it is also good to calculate % of projects with overestimated time. That can give some lead for mistakes in estimation process itself.

Belongs To:IT KPI DashboardMetric Category:Process Management

Quality Assurance per Project

IT Metrics / Quality / Brand Value / Cost / Investment

Unit:[#] NumbersIdeal Range:TargetLower The Better?:Yes

Description:You should track number of issues, bugs or problems per project to be able estimate and improve your level of quality. You should set a target to minimize that number and create a quality assurance manual and directives.

Should be High or Low?:If you count it as number of issues then the number should be minimum and most of the possible problems you should be able to predict within time of experience or be able to fix before the project goes to the end user.

Belongs To:IT KPI DashboardMetric Category:Process Management

IT Service Chargeback or Showback

IT Metrics / Budget Management / Revenue

Unit:[$] MonetaryIdeal Range:LowLower The Better?:Yes

Description: Chargeback system means applying the costs of IT hardware, software, cloud services or shared services to the business unit in which they are used. Showback is similar to chargeback but the prices are for informational purposes only and no one is billed. Both chargeback and showback are policies of paying some of the bills not directly but by redirecting some of the payments form the clients so in case of some unexpected requests from users there might appear some financial problems.

Belongs To:IT KPI DashboardMetric Category:Process Management

Staying In Budget Ratio ( Budget Discipline)

IT Metrics / Budget Management / Planning Effectiveness / Cost / Savings

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description: Staying on a predefined budget is crucial to plan your investments and expenses. Main rule for this KPI is ensuring that you break down your budget into different expenditure items in detail.

Belongs To:IT KPI DashboardMetric Category:Financial Management

% of Projects Delivered on Budget / Budget Discipline

IT Metrics / Budget Management / Planning Effectiveness / Cost / Savings

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:How many projects out of total were delivered within set budget. It can give a projection on the further estimations. Projects overestimated are calculated as on budget, which can give a little false output value. If calculated just for one project it will just give the idea of percentage how accurate was the budget estimation in compare to reality.

Should be High or Low?:If the number is much below 100, it is also good to calculate % of projects with overestimated budget. That can give some lead for mistakes in estimation process itself.

Belongs To:IT KPI DashboardMetric Category:Financial Management

ROI Percentage of IT Investments

IT Metrics / Revenue / Budget Management / Financial Performance / Investment

Unit:[#] NumbersIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The most common profitability metrics used for financial decisions. It helps to analyze how efficient/profitable was your investment. Profit vs Investment

Calculation Method / Formula:Net Profit / Cost of investment

Should be High or Low?:The problem with this metrics is that it doesn’t include time. So, it might be misleading. Depending on your investment you may have results immediately or you need to wait longer time for accurate benefit.

Belongs To:IT KPI DashboardMetric Category:Financial Management

IT Costs vs. IT Revenue

IT Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:It is a measure of how profitable your company is. The metrics is a percentage of net income out of total income and the main factor here are the costs of that income. If you can reduce costs your profit margin will grow visible.

Calculation Method / Formula:Revenue -Total cost / Revenue

Should be High or Low?:It is impossible to eliminate costs and reach 100% but general analysis of your marketing strategies and company targets may give you a good direction how to increase your revenue. Sometimes decreasing costs may be a good option but sometimes increasing budget may give you much higher revenue than the investment.

Belongs To:IT KPI DashboardMetric Category:Financial Management

Server Downtime & Uptime

IT Metrics / Work Efficiency / Cost / Equipment Efficiency / Work Time Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Downtime in general means nonproductive time when it is supposed to be a productive time. In case of server downtime, it is time when there is some maintenance time or some unexpected breaks out of total time since the servers were set to work.

Calculation Method / Formula:down time / total working time (productive + nonproductive)

Should be High or Low?:If the number is growing you should consider investment in some backup servers or maintenance, renew the equipment you have.

Belongs To:IT KPI DashboardMetric Category:Server Management

Mean Time to Repair

IT Metrics / Work Efficiency / Work Time Management

Unit:[Hours]Ideal Range:MinimumLower The Better?:Yes

Description:It is the average time to solve a problem. It may vary depending on many factors, how serious the problem is, was it some continuous error on the production line, is the problem easy to fix etc. Count from the moment when the issue appeared till closing the ticket.

Should be High or Low?:If the number is growing it may suggest reorganizing work power or invest in some specific trainings for your employees. It is also a sign to look closer what have changed in compare to previous months.

Belongs To:IT KPI DashboardMetric Category:Server Management

Net Promoter Score (NPS) per Project

IT Metrics / Customer Satisfaction / Customer Relationship / Brand Value / Sales

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:Once you have completed a project, you should ask them to rate it and get feedback. That metrics can be used to measure the loyalty or satisfaction of a customer (or a business partner). It shows the quality of relationship between customer and your company. The metrics numbers come from respondents/customers. NPS above zero usually is taken as good result. Respondents who rate your company are usually separated in tree groups: Promoters, Detractors and Passives. On average Promoters buys more, stay loyal customers, or even promote your company among other potential customers. The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Number of Passives increase the total number of respondents, and due to that it lowers down the final NPS.

Calculation Method / Formula:% of promoters – % of Detractors

Should be High or Low?:If the number is going down through a period of time, there might be some problem between your company and your business partner.

Belongs To:IT KPI DashboardMetric Category:IT Happiness

Customer Effort Score per Project (CES) / Customer Engagement Score

IT Metrics / Customer Satisfaction / Customer Relationship / Brand Value

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:It measures how much effort your customer must input to get his issue resolved. Besides the effort itself for that measurement very big impact will have a customer experience. Usually customers can rate you much lower due to the bad communication experience even if their problem was not complicated.

Calculation Method / Formula:You can measure it on a scale from 1 to 5 representing the amount of your customer’s effort.

Should be High or Low?:Target is the minimum effort of your customer. If the results are far from the target you should investigate and try to improve your product or services to be more user-friendly and reliable.

Belongs To:IT KPI DashboardMetric Category:IT Happiness

Manufacturing Metrics

On-Time Delivery to Commit Manufacturing Cycle Time
Time to Make Changeovers Yield
Customer Rejects (Returns) Supplier’s Quality Incoming
Throughout Capacity Utilization
Overall Equipment Effectiveness (OEE) Schedule or Production Attainment
Customer Fill Rate (Perfect Delivery %) Inventory Turnover Rate (Work-In-Process Only) WIP Inventory / Turns
Health and Safety Incidents Environmental Incidents
Non-Compliance Events Planned vs. Urgent Maintenance Orders
Downtime in Proportion to Operating Time New Product Introduction
Engineering Change Order Cycle Time Total Manufacturing Cost per Unit
Manufacturing Cost % of Revenue Net Operating Profit
Productivity in Revenue per Employee Contribustion margin (CM) / Weighted-Average Contribution Margin (WACM)
Return on Assets (ROA) Energy Cost per Unit
Cash to Cash Cycle Time (CCC) EBITDA

On-Time Delivery to Commit

Manufacturing Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Number project out of total were delivered on time can give a projection on the further estimations. Projects overestimated are calculated as on time, which can give a little false output value. If calculated just for one project it will just give the idea of percentage how fast project was completed in compare to the estimation. Based on that you can set a well estimated target.

Calculation Method / Formula:number of projects completed / number of sheduled projects to be completed

Should be High or Low?:If the number is much below 100, it is also good to calculate % of projects with overestimated time. That can give some lead for mistakes in estimation process itself.

Belongs To:Manufacturing KPI DashboardMetric Category:Responsiveness

Manufacturing Cycle Time

Manufacturing Metrics / Cost / Investment /Work Time Management / Work Efficiency / Equipment Efficiency

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:This is the average time needed to product of one unit from brining till the finish. It should not be misunderstood with lead time witch measures whole time step by step and makes a summary of all steps time. Cycle time is usually much shorter and depends on how good orchestrated manufacturing cells are.

Calculation Method / Formula: units production time / number of produced units

Should be High or Low?:Lowering the time depends on correctly analyzed and planned production steps. If number start to grow that may be caused by some unexpected issues or some production time outs.

Belongs To:Manufacturing KPI DashboardMetric Category:Responsiveness

Time to Make Changeovers

Manufacturing Metrics / Work Efficiency / Work Time Management

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:It is part of total downtime. It is measured time between last correctly produced part and start of the next one. It counts in three operations: clean, set up the position and start the production. There is plenty of methods for lean manufacturing and decreasing that time to minimum.

Calculation Method / Formula:clean up time + set up time+ start up tıme

Should be High or Low?:Depending on sector and produced part time may vary from minutes till days.

Belongs To:Manufacturing KPI DashboardMetric Category:Responsiveness

Yield

Manufacturing Metrics / Cost / Quality / Improvement Management / Product / Inventory

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:Yield is the percentage of the correctly manufactured goods (including the rework on the production line) to the total manufactured goods.

Calculation Method / Formula:Y = (I)(G) + (I)(1-G)(R)
I = planned production parts number
G = correct parts [%] R = reworked parts available for sale [%]

Should be High or Low?:You can increase the ratio by investing in rework processes and increasing quality of equipment, providing trainings for employees

Belongs To:Manufacturing KPI DashboardMetric Category:Quality

Customer Rejects (Returns)

Manufacturing Metrics / Customer Satisfaction / Brand Value / Quality / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Rejected defects are the defects where the consumer states a problem, but the producer or developer didn’t detect that defect before delivering to the client. It is the comparison of undetected (rejected by client) to the total defects detected during production.

Calculation Method / Formula:The formula for weight of Rejected defects is (#Rejected Defects)/ #Total Defects.

Should be High or Low?:If the number is close to zero, the defected units can be fixed before going to client. Delivery of the defected parts can cost the company much more than increasing budget for the detection and prevention.

Belongs To:Manufacturing KPI DashboardMetric Category:Quality

Supplier’s Quality Incoming

Manufacturing Metrics / Quality / Brand Value / Cost / Investment

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:You can measure is as number of rejected supplies out of total orders. In that case your metrics target will be minimum, or you can measure it as a ratio of accepted incoming materials out of all and then your target will be maximum.

Calculation Method / Formula:Rejected/Total Order

Should be High or Low?:Growing ratio is a bad sign of your supplier’s products’ quality and can have a big impact on your additional costs due to customer complaints. You may consider other more expensive suppliers if that in the end could decrease your total costs.

Belongs To:Manufacturing KPI DashboardMetric Category:Quality

Throughout

Manufacturing Metrics / Inventory Management / Work Efficiency / Profitability / Capacity

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Throughput is the quantity of goods that company produce over a given time period. It does not mean only the capability of the production but the production that is impacted by capacity and market/client demand.

Calculation Method / Formula:(Total Units/Processing Time) x (Processing Time/Total Time) x (Good Units/Total Units) or in a shorter way (Good Units/Total Time)

Should be High or Low?:Depends on the market or the client demand. If the number is higher than the demand it might mean there is too many people working, to many equipment for not big enough work target.

Belongs To:Manufacturing KPI DashboardMetric Category:Efficiency

Capacity Utilization

Manufacturing Metrics / Work Efficiency / Cost / Equipment Efficiency / Work Time Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:It is ratio between amount produced and amount that can be produced with owned resources (machines, employees).

Calculation Method / Formula:Actual level of output / Maximum Possible Output

Should be High or Low?:You may have some machines staying most of the time unused, due to the lower market demand or some of your contracts ended. You should be able to predict what the market demand will be or have some projects steeled in advance that will allow you to use your resources fully

Belongs To:Manufacturing KPI DashboardMetric Category:Efficiency

Overall Equipment Effectiveness (OEE)

Manufacturing Metrics / Work Efficiency / Cost / Equipment Efficiency / Work Time Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:It measures the effectiveness of your equipment affected by other factors like downtimes, bad parts, cycle time and overall effectiveness of the operators. Time that is productive divided by the overall production time.

Calculation Method / Formula:(Good Parts Count × Ideal Cycle Time) / Planned Production Time

Should be High or Low?:To reach maximum 100% is rather impossible. It means you manufacturing only Good Parts, always as fast as possible, without any Downtime.

Belongs To:Manufacturing KPI DashboardMetric Category:Efficiency

Schedule or Production Attainment

Manufacturing Metrics / Work Efficiency / Cost / Equipment Efficiency / Work Time Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:It measures number of produced units divided by target level of production within given time period.

Calculation Method / Formula:Actual Production /Planned Production

Should be High or Low?:Scheduling production should take into account downtime and average wasted time that is almost impossible to avoid so you can actually measure if the expectations are met. If the ratio is dropping down there might me some unexpected problems.

Belongs To:Manufacturing KPI DashboardMetric Category:Efficiency

Customer Fill Rate (Perfect Delivery %)

Manufacturing Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:It is a percentage of goods immediately available from the stock or production line while the purchase order arrives out of all purchase orders.

Should be High or Low?:If the ratio goes down, you should work on your market demand projections. This metrics is important for building your brand. If your rate will be dropping, you may lose some of your current or potential customers.

Belongs To:Manufacturing KPI DashboardMetric Category:Efficiency

Inventory Turnover Rate (Work-In-Process Only) WIP Inventory / Turns

Manufacturing Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:It shows how many times your company’s inventory of work in process materials move to completion and are replaced per month. It is calculated by dividing the total amount of the products which got out of the warehouse by the average inventory.

Calculation Method / Formula:Cost of goods used / average value of WIP materials

Should be High or Low?:The lower is the ratio the higher are costs of storage/warehouse.

Belongs To:Manufacturing KPI DashboardMetric Category:Reducing Inventory

Health and Safety Incidents

Manufacturing Metrics / Safety / Employee Satisfaction / Brand Value / Cost

Unit:[#] Units/ea.Ideal Range:MinimumLower The Better?:Yes

Description:This metrics is used to track number of accidents and check your H&S team effectiveness. You can see if through the time of implementation or improvement of H&S rules actually decrease the number of incidents.

Should be High or Low?:If the number of incidents drops it means your H&S team effectiveness is high. Of course, not all the accidents are possible to avoid but with a good H&S management this number can be decreased to minimum.

Belongs To:Manufacturing KPI DashboardMetric Category:Ensuring Compliance

Environmental Incidents

Manufacturing Metrics / Safety / Brand Value / Cost

Unit:[#] Units/ea.Ideal Range:0Lower The Better?:Yes

Description:Each sector can have this metrics defined a little differently. To main environmental accidents you can count oil leakage, accidental release of some dangerous chemicals to the ground, air or water. It is important to keep that metrics tracked and try to keep the number as low as possible.

Should be High or Low?:Informative metrics.

Belongs To:Manufacturing KPI DashboardMetric Category:Ensuring Compliance

Non-Compliance Events

Manufacturing Metrics / Operational Efficiency / Work Efficiency / Customer Satisfaction / Time Management

Unit:[#] Units/ea.Ideal Range:MinimumLower The Better?:Yes

Description:To the main compliance issues belong: wrong implementation, incorrect or missing description on the work instructions, not following security rules for passwords, firewalls, connecting private device to the company computers, information access given to larger audience than necessary, also your contractor’s noncompliance events that you cannot really secure. This metrics is uniquely hard to measure because many times those issues are not noticed until they cause some damage to your company.

Should be High or Low?:You should track the number and try to eliminate the possibility of repeating those events.

Belongs To:Manufacturing KPI DashboardMetric Category:Ensuring Compliance

Planned vs. Urgent Maintenance Orders

Manufacturing Metrics / Cost / Investment / Quality

Unit:[#] Units/ea.Ideal Range:MinimumLower The Better?:Yes

Description:Planned Maintenance should have the frequency high enough to be able to detect problem before it will cause the machine unexpected break. So, this is important to have the maintenance scheduled adequate to the machine and it is working time. However sometimes some unexpected situations can happen, and you should know which machines and how often requires urgent maintenance and save some of your resources for those events.

Should be High or Low?:Sometimes urgent maintenance are inevitable however correct maintenance planning and good working instructions can reduce this number.

Belongs To:Manufacturing KPI DashboardMetric Category:Reducing Maintenance

Downtime in Proportion to Operating Time

Manufacturing Metrics / Work Efficiency / Cost / Equipment Efficiency / Work Time Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Downtime in general means nonproductive time when it is supposed to be a productive time. Usually it depends on electricity issues or some accidents. It is measured in compare to total working time. If the machines are supposed to work 24h/day then all the nonproductive time is count in, but if the working time daily is one shift then nonproductive time is counted only during the time of shift.

Calculation Method / Formula:down time / total working time (productive + nonproductive)

Should be High or Low?:If your ratio is too high, then you may reconsider to change your equipment. You should also compare the cost of maintenance old equipment. Right decision can be an advantage in the long term.

Belongs To:Manufacturing KPI DashboardMetric Category:Reducing Maintenance

New Product Introduction

Manufacturing Metrics / Product Investment / Budget Management / Cost / Sales

Unit:[#] Units/ea.Ideal Range:TargetLower The Better?:No

Description:You can measure this as a success rate in compare to expected return of investment or how often your company if launching new product.

Belongs To:Manufacturing KPI DashboardMetric Category:Flexibility & Innovation

Engineering Change Order Cycle Time

Manufacturing Metrics / Cost / Investment /Work Time Management / Work Efficiency

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:ECO is request for change of some production change. For example, new dimensions or materials are used. Time needed to adapt production line to manufacture according to the new requirements is the cycle time of ECO. Measured form the moment of the request was placed until the implementation is fully made.

Should be High or Low?:Depends on the type of change the time needed for ECO can be different but production planning engineers/managers should be able to estimate the time needed.

Belongs To:Manufacturing KPI DashboardMetric Category:Flexibility & Innovation

Total Manufacturing Cost per Unit

Manufacturing Metrics / Cost / Quality / Investment / Equipment Efficiency

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:Total cost of manufacturing a number of units in some given time divided by a number of units manufactured in that time. Main costs of manufacturing are materials, labor, and manufacturing overhead.

Calculation Method / Formula:Total Manufacturing Cost/Total Number of Items Manufactured

Should be High or Low?:You should be able to estimate a possible target based on manufacturing knowhow. If your estimations are wrong, you should check it with production planning engineers.

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

Manufacturing Cost % of Revenue

Manufacturing Metrics / Cost / Revenue / Equipment Efficiency / Work Efficiency

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:You can track possibilities and influence of reducing manufacturing costs by cutting on some material or labor costs etc. However, it depends also on the success of your product sails.

Calculation Method / Formula:Total manuafacturing cost / overall revenue

Should be High or Low?:If the ratio is growing either there is lower market demand than expected or the costs of production are higher than expected.

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

Net Operating Profit

Manufacturing Metrics / Budget Management / Financial Performance / Revenue / Profitability / Sales

Unit:[$] MonetaryIdeal Range:Target (the higher the better)Lower The Better?:No

Description:This metrics shows financial performance of the company as level of generated profits from sales. Can be used to compare profitability between companies or industries. Counting total as operating revenue is important to understand how big percentage of the total income coming from your company’s main activity. This way you can see real productivity and profitability of the main business operations.

Calculation Method / Formula:Revenue coming from company’s primary business – COGS – Operating Expenses

Should be High or Low?:This metrics depending on many factors can be very suitable for measuring performance of the company, but it can also give false readings of real financial performance. Some of the companies

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

Productivity in Revenue per Employee

Manufacturing Metrics / Revenue / Financial Performance / Profitability / Sales

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:This metrics can show you how efficient are your employees. You can estimate possible losses or additional income if you think about firing or hiring new employees. This is not one to one implication but can give you a good point of view while seeing changes between that metrics and a number of employees.

Calculation Method / Formula:Revenue – Total Expenses / FTE

Should be High or Low?:Mainly an informative value but you need to be careful how it changes. Maybe you have hired to many people for current situation or not enough, or maybe you are hiring new people for your new branch. Depend on that this number will be changing.

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

Contribustion margin (CM) / Weighted-Average Contribution Margin (WACM)

Manufacturing Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[$] MonetaryIdeal Range:Target (the higher the better)Lower The Better?:No

Description:It helps you to measures dependency on how your profits will grow with sales’ growth.

Calculation Method / Formula:Unit Revenue Price – Unit Variable Cost
or
(Total sales value – realted expenses value) / Number of sold units

Should be High or Low?:If the value is dropping, you may check if there are some of your products which profitability is much lower than the average and decide if it’s worth to keep products that decrease your results.

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

Return on Assets (ROA)

Manufacturing Metrics / Revenue / Budget Management / Financial Performance / Assets

Unit:[%] PercentageIdeal Range:Target (the higher the better)Lower The Better?:No

Description:It is one of the ways to measure how profitable is the company. You should not compare ROA of completely different companies, but you can see how your company is growing through the time and see if your company can make a well use out of the assets owned. Main assets of the manufacturing companies are usually land, buildings machines, workstations, trucks or computers.

Calculation Method / Formula:Net Profit / Total Assets

Should be High or Low?:The higher result the higher asset efficiency

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

Energy Cost per Unit

Manufacturing Metrics / Cost / Budget Management / Financial Performance

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:Total cost of energy used to produce a number of units measured in given period of time (for example month) including machines, computers energy consumption but also lights, heating, AC etc. divided by the number of produced units. You can use this metrics to track how much this number is dropping depending on the production volume.

Calculation Method / Formula:Total energy expenses / total number of produced units

Should be High or Low?:Usually if you increase the production volume the average cost will drop down, that can be useful information for your calculation comparing to the market demand and actual reason to increase or not the volume.

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

Cash to Cash Cycle Time (CCC)

Manufacturing Metrics / Operational Efficiency / Financial Performance / Revenue / Profitability

Unit:[Days]Ideal Range:Lower The Better?:Yes

Description:It measures time needed to convert company investments into inventory and sales into cash.

Calculation Method / Formula:Sales Days + Inventory Days – Payable Days

Should be High or Low?:This metrics can allow you to manage your inventory and track your company development through the time.

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

EBITDA

Manufacturing Metrics / Budget Management / Financial Performance / Revenue / Profitability / Sales

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Earnings Before Interest, Taxes, Depreciation and Amortization. Used to measure financial performance of the company as level of generated profits from sales. Can be used to compare profitability between companies or industries.

Calculation Method / Formula:Net Profit + Interest + Taxes + Depreciation + Amortization

Should be High or Low?:This metrics depending on many factors can be very suitable for measuring performance of the company, but it can also give false readings of real financial performance. Some of the companies

Belongs To:Manufacturing KPI DashboardMetric Category:Costs and Profitability

Project Management Metrics

Planned Value (PV) Actual Cost (AC)
Earned Value (EV) Cost Variance (CV)
Cost Performance Index (CPI) Return on Investment (ROI)
Gross Profit Margin Scheduled Variance (SV)
Schedule Performance Index (SPI) Planned Vs Actual Work Hours
Resource Utilization Overdue Tasks / Crossed Deadlines
Missed Milestones Ratio Percentage Of Tasks Completed
Tasks % Completed On Time

Planned Value (PV)

Project Management Metrics / Budget Management / Financial Performance / Revenue

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:There are three related metrics one to another: Planned Value, Earned Value and Actual Cost and they are used to calculate Schedule Variance and Cost Variance. Planned value is estimated and agreed budget for a specific project that must be accomplished within that budget.

Belongs To:Project Management KPI DashboardMetric Category:Budget

Actual Cost (AC)

Project Management Metrics / Budget Management / Financial Performance / Revenue

Unit:[$] MonetaryIdeal Range:In BudgetLower The Better?:Yes

Description:This metrics helps you to track where you are on the budget and timeline with your project Together with earned value this metrics allows to calculate cost variance of the project.

Should be High or Low?:If your actual cost grows above the budget it will have an impact on your cost variance. You can try to find reasons if it was wrong estimation or maybe there were some changes in the project that also will increase the earned value of the project.

Belongs To:Project Management KPI DashboardMetric Category:Budget

Earned Value (EV)

Project Management Metrics / Budget Management / Financial Performance / Revenue

Unit:[$] MonetaryIdeal Range:Target (the higher the better)Lower The Better?:No

Description:This metrics helps you to track where you are on the budget and timeline with your project considering already completed part of the project and its current value. This metrics is valuable to track to be aware of budget variance and cost variance.

Should be High or Low?:If your earned value is below your estimations, you should look closer to your planned value and actual cost and try to find reasons in those both factors.

Belongs To:Project Management KPI DashboardMetric Category:Budget

Cost Variance (CV)

Project Management Metrics / Budget Management / Financial Performance / Revenue / Cost

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows how accurate is your planning the project costs and how well you manage the budget during the time of project life from the beginning until Market Release. The percentage in the end of project shows what is the percentage of assumed at the beginning cost. If the value comes close to zero long before the end of the project it may show that the budget evaluation was wrong.

Calculation Method / Formula:Earned Value – Actual Cost

Should be High or Low?:If the conclusion is: below 0 – you are behind the schedule; 0 – you are on schedule; above zero – ahead of schedule.

Belongs To:Project Management KPI DashboardMetric Category:Budget

Cost Performance Index (CPI)

Project Management Metrics / Budget Management / Financial Performance / Revenue

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:It is a ratio between earned value and actual cost. It uses the same input as Cost Variance, but the interpretation is a bit different. CV tells you how much money you earned/lost in the project while CPI shows percentage of how much % ahead or late are you with the project.

Calculation Method / Formula:Earned Value / Actual Cost

Should be High or Low?:If the conclusion is: below 0 – you are behind the schedule; 0 – you are on schedule; above zero – ahead of schedule.

Belongs To:Project Management KPI DashboardMetric Category:Budget

Return on Investment (ROI)

Project Management Metrics / Revenue / Budget Management / Financial Performance / Investment

Unit:[#] NumbersIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The most common profitability metrics used for financial decisions. It helps to analyze how efficient/profitable was your investment. Profit vs Investment

Calculation Method / Formula:Net Profit / Cost of investment

Should be High or Low?:The problem with this metrics is that it doesn’t include time. So, it might be misleading. Depending on your investment you may have results immediately or you need to wait longer time for accurate benefit.

Belongs To:Project Management KPI DashboardMetric Category:Budget

Gross Profit Margin

Project Management Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:How much profit you make on each dollar of sales before most of the expenses. The gross profit is calculated by the total revenue reduced by the cost of sale of those goods. Comparing this metrics with Net Profit margin you can also track all the other expenses that are not directly related to COGS.

Calculation Method / Formula:(Sales Revenue-COGS)/Revenue.

Should be High or Low?:If the number is going down, you should consider maybe removing products that doesn’t bring enough income but generates some problems and cost for improvement and customer support. If the gross margin is growing that means the investment in COGS is bringing high income and allows to improve and grow your product and services.

Belongs To:Project Management KPI DashboardMetric Category:Budget

Scheduled Variance (SV)

Project Management Metrics / Budget Management / Financial Performance / Revenue / Cost

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Schedule variance shows the differences in budget estimations and real situation. This metrics is calculated by the difference between EV and PV. Earned Value (EV) is the current value of the project in current form(status), other name Budgeted Cost of Work Performed. Planned Value (PV) is amount of money that were calculated to be spent on the project so far, other name: Budgeted Cost of Work Scheduled.

Calculation Method / Formula:Earned Value – Planned Value

Should be High or Low?:If the conclusion is: below 0 – you are behind the schedule – lost money; 0 – you are on schedule; above zero – ahead of schedule – earned money.

Belongs To:Project Management KPI DashboardMetric Category:Schedule

Schedule Performance Index (SPI)

Project Management Metrics / Revenue / Financial Performance / Sales / Work Efficiency

Unit:[#] NumbersIdeal Range:The higher the betterLower The Better?:No

Description:It is a ratio between earned value and planned value. It uses the same input as Schedule Variance, but the interpretation is a bit different. SV tells you how much money you earned/lost in the project while SPI shows percentage of how much % ahead or late are you with the project.

Calculation Method / Formula:Earned Value / Planned Value

Should be High or Low?:If the conclusion is: below 0 – you are behind the schedule; 0 – you are on schedule; above zero – ahead of schedule.

Belongs To:Project Management KPI DashboardMetric Category:Schedule

Planned Vs Actual Work Hours

Project Management Metrics / Work Efficiency / Time Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Accuracy of planning work time for each task. Usually tasks are different, and it is important to be able to estimate correctly how much time is needed for a specific task.

Calculation Method / Formula:time planned on a task/ time spent on a task

Should be High or Low?:Within a time and experience of employees the accuracy should be closer to 100%

Belongs To:Project Management KPI DashboardMetric Category:Schedule

Resource Utilization

Project Management Metrics / Work Efficiency / Cost / Equipment Efficiency / Work Time Management / Work Efficiency

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This metrics is used to measure if all the resources like time, people, place, machines etc. are fully occupied. Calculating this value will help you to find if there are some needs in case of more equipment needed in compare to number of employees or if you need more employees because there is more work than their capacity.

Should be High or Low?:Ideally resource Utilization should be close to 100% so yours company efficiency is not going down.

Belongs To:Project Management KPI DashboardMetric Category:Effectiveness

Overdue Tasks / Crossed Deadlines

Project Management Metrics / Project Progress / Work Effectiveness / Time Management / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Number of overdue tasks out of number of all tasks in given project. This metrics helps you to track progress in project and be aware of some drawbacks.

Calculation Method / Formula:number of overdue tasks / total number of tasks in project

Should be High or Low?:Sometimes it is impossible to avoid overdue takes but it is important to be aware of the problems so you can react earlier on some further changes to be able to close the project on time.

Belongs To:Project Management KPI DashboardMetric Category:Effectiveness

Missed Milestones Ratio

Project Management Metrics / Project Progress / Work Effectiveness / Time Management / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Number of overdue milestones out of number of all milestones in given project. This metrics helps you to track progress in project and be aware of some drawbacks. You can monitor the performance of the strategic points in a project.

Calculation Method / Formula:number of overdue milesones / total number of milestones in project

Should be High or Low?:Sometimes it is impossible to avoid overdue takes and because of that also the milestones as a strategic point in the project are being moved forward. But it is important to be aware of the problems so you can react earlier on some further changes to be able to close the project on time.

Belongs To:Project Management KPI DashboardMetric Category:Effectiveness

Percentage Of Tasks Completed

Project Management Metrics / Project Progress / Work Effectiveness / Time Management

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:Shows the ratio of completed within all started tasks in some period of time. This metrics allows you to track if you have enough resources and capability to open more tasks and manage to stay on time with the work planned.

Calculation Method / Formula:completed tasks / all planned projects

Should be High or Low?:If the % is going down it may indicate not enough resources in people or equipment or some changes in a project.

Belongs To:Project Management KPI DashboardMetric Category:Effectiveness

Tasks % Completed On Time

Project Management Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:How many tasks out of total were delivered on time. It can give a projection on the further estimations. If calculated just for one project it will just give the idea of percentage how fast project was completed in compare to the estimation.

Calculation Method / Formula:number of projects completed / number of sheduled projects to be completed

Should be High or Low?:If the number is much below 100, it is also good to calculate % of projects with overestimated time. That can give some lead for mistakes in estimation process itself.

Belongs To:Project Management KPI DashboardMetric Category:Effectiveness

Supply Chain & Logistics Metrics

Perfect Order Measurement (POM) Cash to Cash Cycle Time / Cash Conversion Cycle (CCC)
Customer Order Cycle Time Fill Rate
Supply Chain Cycle Time Days Sales Outstanding / Days of Supply (DOS)
Avg. Payment Period for Goods (APP) On Time Shipping Rate / On-time delivery (OTD)
Days of Supply (DOS) Inventory Turnover (IT)
Average Days to Sell Inventory (DSI) Average Inventory (AI)
Inventory Days of Supply Lead Time
Rate of Return Holding Cost
Stock-Out Service Level
Inventory Accuracy (IA) Freight Cost per unit Shipped
Outbound Freight Costs % of Net Sales Inbound Freight Costs % of Purchases
Claims as % of Freight Costs Freight Bill Accuracy
Truck Turnaround Time Number of Carriers per Shipment
On-Time Pickups

Perfect Order Measurement (POM)

Supply Chain & Logistics Metrics / Operational Efficiency / Work Efficiency / Customer Satisfaction / Time Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:The percentage of orders that arrive complete, on time, damage-free (reworked included) and with a correct invoice.

Calculation Method / Formula:The formula stands for POM = (%Complete) x (%On time) x (%Damage free) x (%Correctly invoiced).

Should be High or Low?:If the number goes much below 100, there should be estimated increase of total production. However, this can increase also costs a lot.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

Cash to Cash Cycle Time / Cash Conversion Cycle (CCC)

Supply Chain & Logistics Metrics / Operational Efficiency / Financial Performance / Revenue / Profitability

Unit:[Days]Ideal Range:Lower The Better?:Yes

Description:It measures time needed to convert company investments into inventory and sales into cash.

Calculation Method / Formula:Sales Days + Inventory Days – Payable Days

Should be High or Low?:This metrics can allow you to manage your inventory and track your company development through the time.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

Customer Order Cycle Time

Supply Chain & Logistics Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:The average time that takes to fulfill the purchase order. Counting time starts from receiving PO and end after successful delivery where delivered goods match the purchase order.

Should be High or Low?:This metrics is very important for building good relationship with customers and it is important to always work to improve that metrics.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

Fill Rate

Supply Chain & Logistics Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:It is a percentage of goods immediately available from the stock or production line while the purchase order arrives out of all purchase orders.

Should be High or Low?:If the ratio goes down, you should work on your market demand projections. This metrics is important for building your brand. If your rate will be dropping, you may lose some of your current or potential customers.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

Supply Chain Cycle Time

Supply Chain & Logistics Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory

Unit:[Days]Ideal Range:Target (minimum)Lower The Better?:Yes

Description:It measures average total customer order cycle time but assuming your stock is empty, and you need to include all the time needed to order and receive parts/products from your supplier/s.

Should be High or Low?:You should be aware of that time depending on the supplier you are working with and be sure the timing is reliable.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

Days Sales Outstanding / Days of Supply (DOS)

Supply Chain & Logistics Metrics / X

Unit:[Days]Ideal Range:Less than 45 daysLower The Better?:Yes
Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

Avg. Payment Period for Goods (APP)

Supply Chain & Logistics Metrics / Assets / Inventory Management / Sales / Business Management

Unit:[Days]Ideal Range:Depends on the Credit ContractLower The Better?:Yes

Description:Average payment period is the average amount of days that company needs to pay off money owed by a company to its creditors. Average account payable is a status between beginning and end of the calculated period (usually one year).

Calculation Method / Formula:average accounts payable / (Total credit purchaices / number of days in a year)

Should be High or Low?:If the average number is growing it may have negative effect on the credit value. If the time is growing there might me some extra interest to pay back.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

On Time Shipping Rate / On-time delivery (OTD)

Supply Chain & Logistics Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:How many projects out of total were delivered on time. It can give a projection on the further estimations. Projects overestimated are calculated as on time, which can give a little false output value. If calculated just for one project it will just give the idea of percentage how fast project was completed in compare to the estimation.

Calculation Method / Formula:number of projects completed / number of sheduled projects to be completed

Should be High or Low?:If the number is much below 100, it is also good to calculate % of projects with overestimated time. That can give some lead for mistakes in estimation process itself.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

Days of Supply (DOS)

Supply Chain & Logistics Metrics / X

Unit:[Days]Ideal Range:Less than 45 daysLower The Better?:Yes
Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Operational Efficiency

Inventory Turnover (IT)

Supply Chain & Logistics Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Also known as stock turn and shows how many times (or how big part of) the average inventory is sold per month. It is a bad idea to have higher inventory value than the monthly sales value.

Calculation Method / Formula:Cost of goods sold / average stock value.

Should be High or Low?:The lower is the ratio the higher are costs of storage/warehouse.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Inventory Management

Average Days to Sell Inventory (DSI)

Supply Chain & Logistics Metrics / X

Unit:[Days]Ideal Range:Less than 45 daysLower The Better?:Yes
Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Inventory Management

Average Inventory (AI)

Supply Chain & Logistics Metrics / Revenue / Inventory Management / Budget / Assets / Business Performance

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:It is an average of beginning and ending inventory balance. Together with sell-through rate you can measure your warehouse’s effectiveness and take some valuable steps in your inventory maintenance strategies.

Calculation Method / Formula: (Current month inventory + Previous month inventory) /2.

Should be High or Low?:If the number is high together with high sell-through you are on a good direction. But there is no point to keep high inventory if your sell-through goes low.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Inventory Management

Inventory Days of Supply

Supply Chain & Logistics Metrics / X

Unit:[Days]Ideal Range:Less than 45 daysLower The Better?:Yes
Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Inventory Management

Lead Time

Supply Chain & Logistics Metrics / Work Efficiency / Work Time Management / Sales / Inventory Management

Unit:[Days]Ideal Range:MinimumLower The Better?:Yes

Description:Unlike cycle time it measures whole time step by step and makes a summary of all steps time. So as a conclusion that is a maximum time that it takes to full fill the purchase order.

Should be High or Low?:It is important to keep it stable and make sure in case of trouble with one of the steps of the line to fulfil the PO you have always backup plan created.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Inventory Management

Rate of Return

Supply Chain & Logistics Metrics / Quality / Brand Value / Cost / Product Investment

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Rejected defects are the defects where the consumer states a problem, but the producer or developer didn’t detect that defect before delivering to the client. It is the comparison of undetected (rejected by client) to the total defects detected during production.

Calculation Method / Formula:The formula for weight of Rejected defects is (#Rejected Defects)/ #Total Defects.

Should be High or Low?:If the number is close to zero, the defected units can be fixed before going to client. Delivery of the defected parts can cost the company much more than increasing budget for the detection and prevention.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Inventory Management

Holding Cost

Supply Chain & Logistics Metrics / Inventory Management / Budget Management / Cost

Unit:[$] MonetaryIdeal Range:Target (optimizing)Lower The Better?:Yes

Description:Those are costs related to store inventory. You should sum up your warehouse rent cost, security, insurance and personnel costs, depreciation of your stock.

Should be High or Low?:You can try decrease your cost by decreasing size of your stocks by better cooperation with your suppliers. You can increase frequency of your delivery according to market demand.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Warehouse

Stock-Out

Supply Chain & Logistics Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[#] NumbersIdeal Range:MinimumLower The Better?:Yes

Description:A situation in which the required item is not available in the inventory. Stock-out is a bad sign for a customer who will probably start to search for another retailer in the market. If you have a high stock-out level, you should check your other inventory metrics and reorganize it accordingly.

Calculation Method / Formula:Can be measured as a ratio of revenue: Lost sales / (Ravanue + Lost Sales)
or ratio of number of oredered goods: # Out of stok odered goods / (Total number of ordered goods)

Should be High or Low?:The target is to keep the stock-out at minimum but on the other hand you should be careful not to increase your average inventory level high above needs.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Warehouse

Service Level

Supply Chain & Logistics Metrics / Customer Satisfaction / Work Efficiency / Quality

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:Measures performance of your service team. Some of the metrics that are part of this measurement are: % of calls answered. % of customers who wait shorter than standard fixed time, perfect delivery ratio.

Calculation Method / Formula:Calculation depends on the company and it’s sector.

Should be High or Low?:It is important to keep the service level as a high-quality asset of your company. You should remember that it is a high percentage of customers leaving after a bad customer experience.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Warehouse

Inventory Accuracy (IA)

Supply Chain & Logistics Metrics / Revenue / Inventory Management / Budget Management / Assets

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This metrics shows an accuracy between physical status of the inventory and the calculated status based on the records of all the actions (income, sales etc.). Inaccuracy can be related to thefts, damages, mistakes from supplier side, misplaced or missing labels, wrong location in the storage, miscalculations.

Should be High or Low?:If the accuracy is going down, there are plenty of strategies helping to improve the status. High inaccuracy can cause later a lot of problems with customers delivery time.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Warehouse

Freight Cost per unit Shipped

Supply Chain & Logistics Metrics / Cost / Budget Management / Financial Performance / Transport

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:An average cost of one-unit shipping.

Calculation Method / Formula:Total freight costs / number of units shipped per period

Should be High or Low?:If the costs are growing you can try to optimize the load or change the shipping company for the cheaper one if you don’t lose on the delivery time.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Transportation

Outbound Freight Costs % of Net Sales

Supply Chain & Logistics Metrics / Transport / Cost / Financial Performance

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:This metrics shows how big part of the sales income goes to the shipment of your goods costs.

Calculation Method / Formula:outbound freight costs / Net sales

Should be High or Low?:Lower shipment costs can allow you to decrease prices if there is a need like that and be more competitive on the market.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Transportation

Inbound Freight Costs % of Purchases

Supply Chain & Logistics Metrics / Cost / Budget Management / Financial Performance / Transport

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:This metrics measure the percentage of the shipping costs of the goods/parts your company buys.

Calculation Method / Formula:inbound freight costs / total purchaises

Should be High or Low?:The same as with the outbound shipping cost lower shipment costs can allow you to decrease prices if there is a need like that and be more competitive on the market.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Transportation

Claims as % of Freight Costs

Supply Chain & Logistics Metrics / Cost / Budget Management / Financial Performance / Transport

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:It is a value of losses as percentage of all shipping costs.

Calculation Method / Formula:(Total loss + damage claims) / total freight costs

Should be High or Low?:Generally, it is calculated separately for each shipment and it is important to have that value on a possible minimum.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Transportation

Freight Bill Accuracy

Supply Chain & Logistics Metrics / Revenue / Cost / Budget Management / Transport

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Auditing shipping bills is an important metrics and it helps you to stay aware on the level of problem and allow you to track if some of the actions taken allows you to maximize the result.

Calculation Method / Formula:number of correct freight bills / total number of freight bills

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Transportation

Truck Turnaround Time

Supply Chain & Logistics Metrics / Inventory Management / Cost

Unit:[Hours]Ideal Range:TargetLower The Better?:Yes

Description:Average time after truck arriving to the facility and the time when it can leave. It takes into account waiting time, all the paperwork, driving from the parking to the loading spot and the time of loading the goods.

Should be High or Low?:To improve the performance of the transportation there can be made some process simplification made or rearrangement in the warehouse to speed up the overall turnaround time.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Transportation

Number of Carriers per Shipment

Supply Chain & Logistics Metrics / Transport / Cost / Financial Performance

Unit:[#] NumbersIdeal Range:OptimumLower The Better?:Depends

Description:It is a number of trucks per each shipment.

Should be High or Low?:If the shipments are related to a big number of careers there are some possibilities to decrease it by optimize the load and decreasing also by that costs per shipment.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Transportation

On-Time Pickups

Supply Chain & Logistics Metrics / Customer Satisfaction / Cost / Transport / Delivery Management / Inventory Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This is one of the factors that can decrease transport performance related to the Truck Turnaround Time and on time delivery.

Should be High or Low?:If the percentage is dropping it may effect on time delivery (OTD), decrease your performance and finally can cause some troubles with the customer satisfaction.

Belongs To:Supply Chain & Logistics KPI DashboardMetric Category:Transportation

Call Center Metrics

Average Hold Time Average Speed of Answer (ASA)
Abandonment Rate SLA Adherence: Speed of Answer (< 10 sec)
First Contact Resolution Rate Number of Holds per Call
Total Number of Holds Average Handle Time (AHT)
Average Handle Time: After-Call Work (ACW) Agent Occupancy
Transfer Rate Cost per Call
Cost per Minute of Inbound Handle Time Average Talk Time (ATT)
Calls Offered Calls Handled
Calls Handled per Representative Percentage of Right Party Contacts
Contacts per Representative Outbound Calls per Representative

Average Hold Time

Call Center Metrics / Customer Satisfaction / Customer Relationship / Work Effectiveness / Work Efficiency

Unit:[Seconds]Ideal Range:MinimumLower The Better?:Yes

Description:It is an average total time that a customer is being put on hold and has to wait for an agent. Into the calculation includes the time in the queue waiting for a pick up the phone by an agent as well as time on hold between redirecting to another agent.

Should be High or Low?:If the customer must wait too long it may have a very big impact on the customer rating and increase the abandonment rate.

Belongs To:Call Center KPI DashboardMetric Category:Customer Satisfaction

Average Speed of Answer (ASA)

Call Center Metrics / Customer Satisfaction / Work Efficiency / Quality

Unit:[Seconds]Ideal Range:TargetLower The Better?:Yes

Description:It is one of the metrics used to keep your customer service level high. You should have a fixed standard and keep tracking results.

Should be High or Low?:If the time goes above your fixed standards you should probably consider enlarging your service team.

Belongs To:Call Center KPI DashboardMetric Category:Customer Satisfaction

Abandonment Rate

Call Center Metrics / Customer Satisfaction / Work Effectiveness / Sales

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:It is a ratio between all incoming calls and the calls where a customer hangs up before even talking to an agent. It may be caused by too long hold time, or too long and complicated automated procedure to reach the agent.

Should be High or Low?:if the ratio is growing there should be taken some steps because it can have influence on a customer satisfaction score

Belongs To:Call Center KPI DashboardMetric Category:Customer Satisfaction

SLA Adherence: Speed of Answer (< 10 sec)

Call Center Metrics / Customer Satisfaction / Work Effectiveness / Sales

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This metrics is actually very similar to ASA. but here is represented as ratio comparing to the fixed answer time in service level agreement.

Calculation Method / Formula:ASA / fixed time in SLA

Should be High or Low?:If the time goes above your fixed standards you should probably consider enlarging your service team.

Belongs To:Call Center KPI DashboardMetric Category:Customer Satisfaction

First Contact Resolution Rate

Call Center Metrics / Customer Satisfaction / Work Effectiveness / Sales

Unit:[%] PercentageIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The percentage of incoming calls correctly connected by the subject of the call. Those are the calls where is no need to redirect or follow-up an issue divided by the total number of incoming request/calls answered over the similar term. This metrics can depend on the Self-service rate and the customer awareness or the well-prepared contact form divided properly on possible subjects of issues.

Should be High or Low?:The high percentage tells that your company have a big knowhow and experience and is able to clarify and separate correctly the contact channels.

Belongs To:Call Center KPI DashboardMetric Category:Customer Satisfaction

Number of Holds per Call

Call Center Metrics / Customer Satisfaction / Customer Relationship / Work Effectiveness / Work Efficiency

Unit:[#] Units/ea.Ideal Range:Lower The Better?:Yes

Description:Average number of keeping customer on hold.

Belongs To:Call Center KPI DashboardMetric Category:Customer Satisfaction

Total Number of Holds

Call Center Metrics / Customer Satisfaction / Customer Relationship / Work Effectiveness / Work Efficiency

Unit:[#] Units/ea.Ideal Range:Lower The Better?:Yes

Description:Total number of keeping customers on hold.

Belongs To:Call Center KPI DashboardMetric Category:Customer Satisfaction

Average Handle Time (AHT)

Call Center Metrics / Customer Satisfaction / Customer Relationship / Work Effectiveness / Work Efficiency

Unit:[Seconds]Ideal Range:TargetLower The Better?:Yes

Description:Average Handle Time is a summary of time of the conversation with client (ATT) and time spent to finalize the task after the call (ACW).

Should be High or Low?:If the time is growing above expected target there might be some issues with product or the system availability.

Belongs To:Call Center KPI DashboardMetric Category:Operational Efficiency

Average Handle Time: After-Call Work (ACW)

Call Center Metrics / Work Efficiency / Sales / Time Management

Unit:[Seconds]Ideal Range:TargetLower The Better?:Yes

Description:It is an average time that agents have to spent after the call with a client to finalize the transaction or a demand of calling client.

Should be High or Low?:If the time is growing above expected target there might be some issues with product or the system availability.

Belongs To:Call Center KPI DashboardMetric Category:Operational Efficiency

Agent Occupancy

Call Center Metrics / Work Efficiency / Time Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:This metrics helps you to measure if you have enough employees hired. If their working time is fully used or not.

Calculation Method / Formula:Total Handle Time of all agents / Total Logged Time of all agents

Should be High or Low?:Their occupancy rate should be close to the upper limit but if the rate goes to 100% that mean most probably the customer’s time on hold is going up.

Belongs To:Call Center KPI DashboardMetric Category:Operational Efficiency

Transfer Rate

Call Center Metrics / Customer Satisfaction / Customer Relationship / Work Effectiveness

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:That is a percentage of calls number that has to be redirected from one agent to another in order to be completed out of all calls. The remining part is being called First Contact Resolution Rate.

Should be High or Low?:If the ratio is high there must be some problematic channeling automation of the customers at the beginning of the call.

Belongs To:Call Center KPI DashboardMetric Category:Operational Efficiency

Cost per Call

Call Center Metrics / Cost / Marketing / Investment

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:This is a total average cost related to one call. It is calculated by summing all the costs like together with electricity, equipment, wages, offices etc. And dividing it per all the calls in that time handled by all the agents. The cost depends on the time and how many calls can handle the agent. However, the time depends also on the employee experience and difficulty level of the incoming call.

Calculation Method / Formula:total costs per month / total number of calls in a month operated by the agents

Should be High or Low?:If the cost is growing you should investigate where the problem lies.

Belongs To:Call Center KPI DashboardMetric Category:Operational Efficiency

Cost per Minute of Inbound Handle Time

Call Center Metrics / Cost / Marketing / Investment

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:This metrics can vary mainly if the occupancy rate will be going down. It is a measure of your total cost per total time of calls. If the agent occupancy rate is high that cost should stay the same. The other parameter is your fixed costs which shouldn’t vary too much.

Calculation Method / Formula:total costs per month / total time of calls in a month operated by the agents

Should be High or Low?:If the cost grows you may check the occupancy rate.

Belongs To:Call Center KPI DashboardMetric Category:Operational Efficiency

Average Talk Time (ATT)

Call Center Metrics / Customer Satisfaction / Customer Relationship / Work Effectiveness / Work Efficiency

Unit:[Seconds]Ideal Range:TargetLower The Better?:Yes

Description:It is an average time that agents spent on the phone per customer to help with some problems of to close a transaction. It is a total time from the first moment of a call till the end of the call. We also include hold time or redirection to another agent.

Should be High or Low?:If the time is growing above expected target there might be some issues with product or the system availability.

Belongs To:Call Center KPI DashboardMetric Category:Business Value

Calls Offered

Call Center Metrics / Customer Relationship / Work Efficiency / Sales

Unit:[#] Units/ea.Ideal Range:Lower The Better?:No

Description:Total number of calls both handled by the agent and the abandoned ones.

Calculation Method / Formula:total number of calls

Should be High or Low?:Informative metrics.

Belongs To:Call Center KPI DashboardMetric Category:Business Value

Calls Handled

Call Center Metrics / Customer Relationship / Work Efficiency / Brand Value

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Total number of calls where a customer actually talked to an agent. It is a total number of calls minus the abandoned calls

Calculation Method / Formula:total number of calls – number of abondened calls

Belongs To:Call Center KPI DashboardMetric Category:Business Value

Calls Handled per Representative

Call Center Metrics / Customer Relationship / Work Efficiency / Sales

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:It is an average number of calls per agent.

Calculation Method / Formula:Total number of calls / number of agents

Belongs To:Call Center KPI DashboardMetric Category:Business Value

Percentage of Right Party Contacts

Call Center Metrics / Work Effectiveness / Customer Relationship / Sales

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:Those are contacts where an agent reaches the client, no meter of the result the call (sold or not sold services/product) out of total tries to contact the client. Total number includes the call backs and the no answered calls.

Calculation Method / Formula:number of an answered calls / (number of outcome calls + callbacks)

Belongs To:Call Center KPI DashboardMetric Category:Business Value

Contacts per Representative

Call Center Metrics / Work Effectiveness / Customer Relationship / Sales

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Average number of contacts divided by the number of agents in a period of time.

Belongs To:Call Center KPI DashboardMetric Category:Business Value

Outbound Calls per Representative

Call Center Metrics / Customer Relationship / Work Efficiency / Sales

Unit:[#] Units/ea.Ideal Range:Target (the higher the better)Lower The Better?:No

Description:Average number of outcoming calls per agent.

Belongs To:Call Center KPI DashboardMetric Category:Business Value

Digital Marketing Metrics

New Leads / Prospects Qualified Leads
Cost Per Lead Generated (CPL) Cost Per Conversion (CPC)
Average Time Of Conversion Retention Rate
Attrition Rate Net Promoter Score (NPS)
Website Traffic Returning Vs. New Visitors
Average Time On Page Website Conversion Rate
Conversion Rate For Call-To-Action Click-Through Rate On Web Pages (CTR)
Pages Per Visit Inbound Links To Website
Traffic From Organic Search New Leads From Organic Search
Conversions From Organic Search Page Authority (PA)
Google PageRank Keywords In Top 10 SERP
Rank Increase Of Target Keywords Conversion Rate Per Keyword
Unique Keywords That Drive Traffic Volume Of Traffic From Video Content
Leads From Paid Advertising Conversions From Paid Advertising
Cost Per Acquisition (CPA) Cost Per Conversion (CPC)
Click-Through Rate On PPC Advertising (CTR) Traffic From Social Media
Leads & Conversions From Social Media Conversion Rate
Managed Audience Size Engagement Rate
Mentions Social Media ROI

New Leads / Prospects

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Depending on your approach you can calculate leads and prospects as one group, but in fact lead is not qualified contact and the prospect is already qualified one. There is also a discussion about the difference between conversed and acquired lead. Conversion mostly translated as gaining an actual customer who spent money and acquisition as customer who haven’t’ spent money yet but for example assigned for the subscription. It is also useful to track the number of prospects and then compare it with actual number of generated customers.

Should be High or Low?:You can compare this metrics through the months and see if there are differences depending on marketing strategy, product offer changes or your employee’s qualifications. If you measure the ratio you can see how accurate your campaign is and if you are attracting really potential customers.

Belongs To:Digital Marketing KPI DashboardMetric Category:Lead Generation

Qualified Leads

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Number of newly qualified potential customers. Can be mistaken with new leads but it’s smaller number after rejecting part of the leads not qualifiable as a potential customer.

Belongs To:Digital Marketing KPI DashboardMetric Category:Lead Generation

Cost Per Lead Generated (CPL)

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:It is usually confused with CPA which stands for generated prospects, but this metrics is measuring cost of all the leads generated counted together with both possible customers and the one that will not be interested in your products. This is important to have the campaigning well created for the target customer, so you don’t pay extra costs for attracting people from outside of the target.

Calculation Method / Formula:Total advertising (campaign) cost / number of generated leads

Should be High or Low?:It is related to your campaign and marketing strategies. You should choose it according to your target based on a value of an average customer.

Belongs To:Digital Marketing KPI DashboardMetric Category:Lead Generation

Cost Per Conversion (CPC)

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:Since acquiring leads and customers through cost-per-click advertising is usually expensive, it is very important to compare it with ROI. If number of your new prospects is much higher than the acquired customers, the actual profitability of paid campaigns may drop to very low results. Conversion is very often mix with acquisition of a client it is important to know the difference,

Calculation Method / Formula:Average toal cost to gain a new customer

Should be High or Low?:If the cost is growing most likely you have a lot of visits of new potential prospects, but the conversion rate is going down.

Belongs To:Digital Marketing KPI DashboardMetric Category:Lead Generation

Average Time Of Conversion

Digital Marketing Metrics / Marketing Effectiveness / Digital Marketing / Customer Value

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description:Time that takes a user to complete a purchase or a Goal from a defined starting point (can be a first second entering your website, or an application form page, or Add-to-Cart action etc.). You have to also define if by an action you mean only actual sale or maybe you include enrolment, signing up for a newsletter etc.

Calculation Method / Formula:defined start point – action completed.

Belongs To:Digital Marketing KPI DashboardMetric Category:Lead Generation

Retention Rate

Digital Marketing Metrics / Customer Satisfaction / Customer Value / Brand Value / Sales

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:It is the percentage of loyal customers who keep using/purchasing your products in the end of the measured period of time out of customers counted at the beginning of that period of time. New customers are not counted into this metrics. This can help you understand your strategies for keeping your customers.

Calculation Method / Formula:(CE-CN)/CS where CE – number of all customers, CN – number of new customers acquired, CS – number of clients at the begining of the measured period

Should be High or Low?:If the number is going down, you may search for reasons and try to implement some changes. Low number might indicate some new competitor on the market or some new interesting offers that can attract clients.

Belongs To:Digital Marketing KPI DashboardMetric Category:Lead Generation

Attrition Rate

Digital Marketing Metrics / Customer Satisfaction / Market Demand / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Also called the attrition rate. It is a percentage of churned customers out of all customers connected either by some contract or subscription for services or products in some period of time (in a month). The main reason usually for the attrition of the customer is poor customer experience or slow service performance.

Should be High or Low?:To decrease the percentage and increase the customer satisfaction you may consider develop tactics how to value your customers and how to build a relationship with the customer.

Belongs To:Digital Marketing KPI DashboardMetric Category:Lead Generation

Net Promoter Score (NPS)

Digital Marketing Metrics / Customer Satisfaction / Customer Relationship / Brand Value / Sales

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:That metrics can be used to measure the loyalty or satisfaction of a customer. It shows the quality of relationship between customer and your company. The metrics numbers come from respondents/customers. NPS above zero usually is taken as good result. Respondents who rate your company are usually separated in tree groups: Promoters, Detractors and Passives. On average Promoters buys more, stay loyal customers or even promote your company among other potential customers. The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Number of Passives increase the total number of respondents, and due to that it lowers down the final NPS.

Calculation Method / Formula:% of promoters – % of Detractors

Should be High or Low?:If the number is going down through a period of time, there might be some problem between your company and customers.

Belongs To:Digital Marketing KPI DashboardMetric Category:Lead Generation

Website Traffic

Digital Marketing Metrics / Marketing Strategies / Advertising / Marketing Effectiveness

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:It is the total number of web visits during given time/month

Should be High or Low?:Low number may suggest investment in some marketing.

Belongs To:Digital Marketing KPI DashboardMetric Category:Website & Traffic Metrics

Returning Vs. New Visitors

Digital Marketing Metrics / Marketing Strategies / Advertising / Marketing Effectiveness / Sales

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:It’s a ratio between number of new visitors and number of visitors who are coming back to your website within a measured period of time.

Calculation Method / Formula:number of new visitors / # returning visitors

Should be High or Low?:New visitors mean new potential customers so if the ratio is going down it means your marketing strategies or SEO are not well optimized.

Belongs To:Digital Marketing KPI DashboardMetric Category:Website & Traffic Metrics

Average Time On Page

Digital Marketing Metrics / Digital Marketing / Seo Optimization

Unit:[Seconds]Ideal Range:TargetLower The Better?:No

Description:An average time spent on the website from the moment of entering the website till the end of active looking, searching through the website. We take into calculation all the visits total time no matter of the result.

Calculation Method / Formula:total visits time / number of visitors

Should be High or Low?:There should be some optimum time spent on a website where you can see the higher conversion rate. So, the growing time doesn’t mean it will be increasing your conversion rate, but you can track the time and conversion rate dependence.

Belongs To:Digital Marketing KPI DashboardMetric Category:Website & Traffic Metrics

Website Conversion Rate

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows the percentage out of number of all visitors how many of them actually bought some of your products. The target is to have this number fairly high but even if conversion rate is not very high, but the number of visitors is growing your total sales will grow as well. You can measure if it’s worth to use pay-per-click advertisement method. If your traffic is high but there is not comparable number of new subscribers that might not be worth to pay for that kind of advertising.

Calculation Method / Formula:# of successful actions / # of total website visits.

Should be High or Low?:You may check how your strategies or product improvement influence on the conversion rate and based on that choose some directions in growing your company.

Belongs To:Digital Marketing KPI DashboardMetric Category:Website & Traffic Metrics

Conversion Rate For Call-To-Action

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:First of all, the call for action is a trigger that cause the potential customer to take an action. It is all about creating an impression that the product or a service is what they want to buy. It can be perfectly designed website or a strategic conversation on the phone or via chat. Measuring the ratio isn’t so easy but you can measure the growth of conversion rate after implementing some of the call to action triggers.

Belongs To:Digital Marketing KPI DashboardMetric Category:Website & Traffic Metrics

Click-Through Rate On Web Pages (CTR)

Digital Marketing Metrics / Digital Marketing / Sales / Marketing Effectiveness

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:You can measure how effective are your payed adds on other websites. If they catch focus of your customers/potential customers to click and search for more information regarding advertised product.

Calculation Method / Formula:number of clicks / number of visitors who saw the addvertisement

Should be High or Low?:You can also compare it with other ways of reaching client. Measure how successful each of the ways of campaigning is more useful or which one needs more investment if the ratio of success is going down.

Belongs To:Digital Marketing KPI DashboardMetric Category:Website & Traffic Metrics

Pages Per Visit

Digital Marketing Metrics / Marketing Strategies / Advertising / Marketing Effectiveness / Digital Marketing / Sales

Unit:[Pages]Ideal Range:The higher the betterLower The Better?:No

Description:It is a ratio between number of visits and your website growing. You can track if and how much your traffic increase with building up your website.

Should be High or Low?:The higher number of pages can give you more possibility for better optimization of your website and finding possible customers among a larger group of people.

Belongs To:Digital Marketing KPI DashboardMetric Category:Website & Traffic Metrics

Inbound Links To Website

Digital Marketing Metrics / Digital Marketing / Marketing Effectiveness / Sales

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:This is one of the ways to get more traffic on your website. And it is a number of links that are leading to your website from other websites. It is one of the good ways to gain new customers. For a potential customer a link from other website as a recommendation can be a trigger as one of the calls to action trigger.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Traffic From Organic Search

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Also known as natural traffic. This metrics shows your accessibility to exclude advertisement. This shows the market interest in your product and how attractive and professional is your offer is. Also, it is a measure of optimization of your website.

Calculation Method / Formula:# visitors from non payed search results

Should be High or Low?:If the number drops down, maybe you should work on your SEO. It may suggest there are competitors whose websites are shown before in the web search or their offer or visual aspect is more interesting.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

New Leads From Organic Search

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:This metrics is important to track to be able to compare it with the result of the payed traffic of your website. You can measure how much you can improve your natural traffic resulting in a number of new leads through the smart website optimization and including a lot of call to action buttons/ pop-ups, letter subscription or just creating an account.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Conversions From Organic Search

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing / Customer Value

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics is important to track to be able to compare it with the result of the payed traffic of your website. You can measure how much you can improve your natural traffic conversion results through the smart website optimization and including a lot of call to action buttons/ pop-ups, letter subscription or just creating an account.

Calculation Method / Formula:# of subscribers or successful actions / # natural traffic

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Page Authority (PA)

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] PointsIdeal Range:100Lower The Better?:No

Description:One of the methods to calculate and predict how high a page will be on search engine result pages (SERP).

Should be High or Low?:Possible range is between 1 and 100. When the score is higher the ability to be high in the search results is also high.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Google PageRank

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] PointsIdeal Range:10Lower The Better?:No

Description: It is a ranking calculated by one of the google search engine algorithms. It counts quality of links to a page and based on that gives the value. The higher value the more important the website is.

Should be High or Low?:Possible range is between 1 and 10. When the score is higher the ability to be high in the search results is also high.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Keywords In Top 10 SERP

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] Units/ea.Ideal Range:Target (the higher the better)Lower The Better?:No

Description:You can monitor ranking position of your website/webpages for specific keywords. Changes of this rankings through the time can tell how your website’s SEO performance is changing.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Rank Increase Of Target Keywords

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] PointsIdeal Range:TargetLower The Better?:No

Description:It is a ratio between rank of the specific keywords between previous and current period of time. Based on the results you can estimate if the SEO management is going into correct direction.

Calculation Method / Formula:Rank from the previous perıod of time / Rank from current time period

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Conversion Rate Per Keyword

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing / Customer Value

Unit:[#] PointsIdeal Range:The higher the betterLower The Better?:No

Description:Using google analytics you can see which of the keywords brought you the most visitors based on that and the website conversion rate you can estimate weighted conversion rate per each word using number of visitors per keyword as a weight.

Calculation Method / Formula:(# of successful actions / # of total website visits.) * keyword weight

Should be High or Low?:You can compare success rate between keywords and try to optimize keywords for your website.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Unique Keywords That Drive Traffic

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Few top keywords that has the biggest impact on your organic traffic.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Volume Of Traffic From Video Content

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:The size of traffic coming from video content. Can be evaluated per channel such as Youtube, Vimeo etc.

Belongs To:Digital Marketing KPI DashboardMetric Category:SEO Optimization

Leads From Paid Advertising

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] Units/ea.Ideal Range:TargetLower The Better?:No

Description:It’s a number of contacts coming from the payed advertisement that may potentially become a future client.

Should be High or Low?:If the conversion rate is high, then the high number of payed leads is a target. However, if the conversion rate is low then your company pays for the service than is not profitable.

Belongs To:Digital Marketing KPI DashboardMetric Category:Paid Advertising

Conversions From Paid Advertising

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] Units/ea.Ideal Range:Target (The higher the better)Lower The Better?:No

Description:The total amount of subscribers of who found your website due to the paid advertising via Google AdWords or another paid search platform. This metrics allow you to estimate if that kind of marketing is worth the price. You can compare this number with the organic new subscribers and try to improve your SEO to be able to decrease your budget for the payed advertisement if necessary.

Belongs To:Digital Marketing KPI DashboardMetric Category:Paid Advertising

Cost Per Acquisition (CPA)

Digital Marketing Metrics / Marketing / Costs / Sales / Customer Value

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:It is a total cost of advertising to convince a potential customer to buy your product or service. It may show you how good is your marketing strategy. The target of any marketing should be gaining as much as possible new customers not just visitors without real value. You have to remember to include in the expense’s salaries, costs of software, equipment, rent etc. Conversion is very often mix with acquisition of a client it is important to know the difference, acquisition means gaining a potential client that starts a subscription but he haven’t spent money yet while conversion counts only customers who spent already money on your product or services.

Calculation Method / Formula:(Total Marketing + Sales Expenses) / number of New Customers Gained

Should be High or Low?:It is related to your campaign and marketing strategies. You should choose it according to your target based on a value of an average customer.

Belongs To:Digital Marketing KPI DashboardMetric Category:Paid Advertising

Cost Per Conversion (CPC)

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:Since acquiring leads and customers through cost-per-click advertising is usually expensive, it is very important to compare it with ROI. If number of your new prospects is much higher than the acquired customers, the actual profitability of paid campaigns may drop to very low results. Conversion is very often mix with acquisition of a client it is important to know the difference,

Calculation Method / Formula:Average toal cost to gain a new customer

Should be High or Low?:If the cost is growing most likely you have a lot of visits of new potential prospects, but the conversion rate is going down.

Belongs To:Digital Marketing KPI DashboardMetric Category:Paid Advertising

Click-Through Rate On PPC Advertising (CTR)

Digital Marketing Metrics / Seo Optimization / Sales / Marketing Effectiveness / Digital Marketing / Customer Value

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:This metrics measures ranking of how good your advertising campaign is. However, you should be aware and create your ads according to your goals. It is not too much valuable to have a very high score coming from the people who won’t be interested in your product. Also, you may consider changing your paying plan for other types like cost per sale or cost per lead.

Should be High or Low?:Higher number lets you to stay in the top results of the search engine but depending on the ratio between clicks and actual sales is very important and for some companies it may generate higher costs and incomes.

Belongs To:Digital Marketing KPI DashboardMetric Category:Paid Advertising

Traffic From Social Media

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Number of visitors of your social media profiles or you blog posts. To increase the number of the visitors you can work on sharing a valuable content, based on the results develop a sharing schedule, don’t share the same content more than one time.

Calculation Method / Formula:# visitors through the social medla profiles or advertisements

Should be High or Low?:Traffic on your social media can highly increase traffic on your website so it is important to well maintain all your media profiles and optimize content for each network separately.

Belongs To:Digital Marketing KPI DashboardMetric Category:Social Media Tracking

Leads & Conversions From Social Media

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:Number of leads or customers coming from your social media profiles or you blog posts. To increase the conversion rate, you can add call to action links, buttons on every of your post. You can offer an email subscription on your blog by a welcome pop-up etc.

Should be High or Low?:By the call to action design on your social media posts you can increase the number both of new leads and customers and track it. The effectiveness depends on level of your activity on your social media, Number of new posts etc.

Belongs To:Digital Marketing KPI DashboardMetric Category:Social Media Tracking

Conversion Rate

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows the percentage out of number of all visitors how many of them actually bought some of your products. The target is to have this number fairly high but even if conversion rate is not very high, but the number of visitors is growing your total sales will grow as well. You can measure if it’s worth to use pay-per-click advertisement method. If your traffic is high but there is not comparable number of new subscribers that might not be worth to pay for that kind of advertising.

Calculation Method / Formula:# of successful actions / # of total visits.

Should be High or Low?:You may check how your strategies or product improvement influence on the conversion rate and based on that choose some directions in growing your company.

Belongs To:Digital Marketing KPI DashboardMetric Category:Social Media Tracking

Managed Audience Size

Digital Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing

Unit:[#] Units/ea.Ideal Range:The higher the betterLower The Better?:No

Description:The size of company social media and email audience in total. Includes followers, fans, subscribers and people who are already engaged and also willing to engage in the future with company actions.

Belongs To:Digital Marketing KPI DashboardMetric Category:Social Media Tracking

Engagement Rate

Digital Marketing Metrics / Customer Satisfaction / Customer Relationship / Brand Value

Unit:[#] Units/ea.Ideal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:It measures how much effort your customer has to input to get his issue resolved. Besides the effort itself for that measurement very big impact will have a customer experience. Usually customers can rate you much lower due to the bad communication experience even if their problem wasn’t complicated.

Calculation Method / Formula:You can measure it on a scale from 1 to 5 representing the amount of your customer’s effort.

Should be High or Low?:Target is the minimum effort of your customer. If the results are far from the target you should investigate and try to improve your product or services to be more user-friendly and reliable.

Belongs To:Digital Marketing KPI DashboardMetric Category:Social Media Tracking

Mentions

Digital Marketing Metrics / Digital Marketing / Marketing Effectiveness / Sales / Brand Value

Unit:[#] Units/ea.Ideal Range:HighLower The Better?:No

Description:The total number of news, opinions or articles in media regarding to the facility and working staff.

Belongs To:Digital Marketing KPI DashboardMetric Category:Social Media Tracking

Social Media ROI

Digital Marketing Metrics / Revenue / Budget Management / Financial Performance / Investment

Unit:[#] NumbersIdeal Range:Target (the higher the better)Lower The Better?:No

Description:The most common profitability metrics used for financial decisions. It helps to analyze how efficient/profitable was your investment. Profit vs Investment. In that case Investment in Social media marketing

Calculation Method / Formula:Net Profit / Cost of investment

Should be High or Low?:The problem with this metrics is that it doesn’t include time. So, it might be misleading. Depending on your investment you may have results immediately or you need to wait longer time for accurate benefit.

Belongs To:Digital Marketing KPI DashboardMetric Category:Social Media Tracking

Human Resources Metrics

Avg. Recruiting Time Avg. New Hires Performance
Avg. Length of Placement Diversity (Female to Male Ratio)
Average Training Hours per Employee Productivity Change
Employee satisfaction points with training Development Plan Execution
Coaching Plan Participation Avg. Time at Same Function
Leave Ratio Profit Per Employee
Headcount Per HR Staff Avg. Vacation Days
Overtime Hours Ratio Average Salary
Average Retirement Age Hire Budget Realization
Training Budget Ratio Avg. Training Cost Per Person

Avg. Recruiting Time

HR Metrics / Investment / Cost / Employee Management / Market Share

Unit:[Days]Ideal Range:Lower The Better?:Yes

Description:Average Lead Time to Recruit New Employees. This metrics is important for the company to be able to estimate when they have to start recruiting process to have the new employee when he actually will be needed not few weeks or months later or earlier.

Should be High or Low?:It is good if the hiring time is shorter but it’s not the most important. It is however important to be sure about the time it take and not to have a big variance in the average counted.

Belongs To:HR KPI DashboardMetric Category:Recruitment

Avg. New Hires Performance

HR Metrics / Revenue / Financial Performance / Profitability / Sales / Work Efficiency

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:Performance Score of New Employees within 6M, usually there are some goals set up for new employees to be achieved. After a certain amount of time the results are compared to the set-up goals.

Should be High or Low?:Based on the results you can estimate % of salaries increase for each employee. But also, you can see the influence of the trainings and how much the productivity can grow after an employee is fully trained and has the main know how.

Belongs To:HR KPI DashboardMetric Category:Recruitment

Avg. Length of Placement

HR Metrics / Employee Satisfaction / Investment / Cost / Employee Management

Unit:[Months]Ideal Range:Lower The Better?:Yes

Description:Average time to hire a person of a specific position. This metrics is very similar to recruiting time however it is more detailed because you should split the metrics depending on the position you are searching an employee for.

Should be High or Low?:It is important to have knowledge how long it can take to hire a person for a specific position because different positions can have a big difference in time.

Belongs To:HR KPI DashboardMetric Category:Recruitment

Diversity (Female to Male Ratio)

HR Metrics / Employee Management / Brand Value

Unit:[%] PercentageIdeal Range:0,5Lower The Better?:No

Description:It allows you to track the ratio of new hired people.

Calculation Method / Formula:number of female employees / total number of employees

Should be High or Low?:It is informative metrics.

Belongs To:HR KPI DashboardMetric Category:Recruitment

Average Training Hours per Employee

HR Metrics / Employee Satisfaction / Employee Management / Budget Management / Quality / Work Efficiency

Unit:[Hours]Ideal Range:TargetLower The Better?:No

Description:This metrics shows you the average training hour of an employee. Training may increase the quality and decrease in the future cost of fixing mistakes.

Calculation Method / Formula:You can calculate it as: (Total number of training hours) / Total number of employees

Should be High or Low?:Target should be estimated based on experience and comparison between higher and lower qualified workers.

Belongs To:HR KPI DashboardMetric Category:Training & Development

Productivity Change

HR Metrics / Employee Satisfaction / Work Efficiency / Employee Management

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics can be very helpful when it comes to estimating budget for the employee trainings and also to follow the training satisfaction score. So, you know how much you can improve the skills and efficiency of your employees.

Calculation Method / Formula:% Change of Productivity Before/After the Training

Should be High or Low?:You can compare if the results are changing after some changes in the training content or compare it to the satisfaction score if the results are aligned.

Belongs To:HR KPI DashboardMetric Category:Training & Development

Employee satisfaction points with training

HR Metrics / Employee Satisfaction / Employee Management / Budget Management / Quality / Work Efficiency

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:Employee satisfaction score given in a questionnaire as a result of taken trainings.

Should be High or Low?:The results can show you if the training is helpful, understandable. It can also give an important input on changes in the training. So even if the results are below expectations it can be still a good input for the improvement.

Belongs To:HR KPI DashboardMetric Category:Training & Development

Development Plan Execution

HR Metrics / Employee Satisfaction / Work Efficiency / Employee Management

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:Metrics that counts ratio of employees who fully follows their development plan out of total number of employees.

Calculation Method / Formula:% of employees that fully execute their Individual Development Plan

Should be High or Low?:If the ratio is going down, it may mean that the development plans are not well prepared.

Belongs To:HR KPI DashboardMetric Category:Performance & Career Management

Coaching Plan Participation

HR Metrics / Employee Satisfaction / Work Efficiency / Employee Management

Unit:[%] PercentageIdeal Range:Lower The Better?:Depends

Description:Number of employees following coaching career development plan out of all employees.

Calculation Method / Formula:% of employees that participate Career coaching plan

Should be High or Low?:It is informative metrics.

Belongs To:HR KPI DashboardMetric Category:Performance & Career Management

Avg. Time at Same Function

HR Metrics / Employee Satisfaction / Work Efficiency / Employee Management

Unit:[Months]Ideal Range:TargetLower The Better?:No

Description:Average time employee is on the same position/function.

Calculation Method / Formula:Average time employees are in the same function

Should be High or Low?:Higher time may be reason for some employees to quit job. However short time can mean a big employee turnover.

Belongs To:HR KPI DashboardMetric Category:Performance & Career Management

Leave Ratio

HR Metrics / Employee Satisfaction / Cost / Work Efficiency / Budget Management

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description: % of employees who decided to leave the company in a certain period of time. Usually calculated monthly or yearly. It is one of the factors important while planning hiring budget.

Calculation Method / Formula:% of employees who leave the company in a given time period

Should be High or Low?:It is important to keep this statistic low, because with every leaving employee company is also losing some part of knowhow and experience.

Belongs To:HR KPI DashboardMetric Category:Employee Retention & Productivity

Profit Per Employee

HR Metrics / Revenue / Financial Performance / Work Efficiency / Profitability

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:This metrics can show you how efficient are your employees. You can estimate possible losses or additional income if you think about firing or hiring new employees. This is not one to one implication but can give you a good point of view while seeing changes between that metrics and a number of employees.

Calculation Method / Formula:Revenue – Total Expenses / FTE

Should be High or Low?:Mainly an informative value but you need to be careful how it changes. Maybe you have hired to many people for current situation or not enough, or maybe you are hiring new people for your new branch. Depend on that this number will be changing.

Belongs To:HR KPI DashboardMetric Category:Employee Retention & Productivity

Headcount Per HR Staff

HR Metrics / Employee Management / Budget Management

Unit:[#] Units/ea.Ideal Range:Lower The Better?:No

Description:Average headcount of employees in HR team. You can measure just the number of as a ratio to all the employees of the company.

Should be High or Low?:It is an informative metrics.

Belongs To:HR KPI DashboardMetric Category:Employee Retention & Productivity

Avg. Vacation Days

HR Metrics / Employee Satisfaction / Cost / Work Efficiency / Budget Management

Unit:[Days]Ideal Range:Lower The Better?:Depends

Description:Average number of vacation days per employee

Should be High or Low?:It is an informative metrics.

Belongs To:HR KPI DashboardMetric Category:Employee Retention & Productivity

Overtime Hours Ratio

HR Metrics / Work Efficiency / Employee Satisfaction / Cost / Work Time Management

Unit:[%] PercentageIdeal Range:Lower The Better?:Yes

Description:Total overtime hours as a percentage of all work hours

Should be High or Low?:If the overtime is always high you can calculate the possibility to hire extra employees instead of paying overtime.

Belongs To:HR KPI DashboardMetric Category:Employee Retention & Productivity

Average Salary

HR Metrics / Employee Satisfaction / Cost / Work Efficiency / Budget Management

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Average salary is important metrics while creating new budget for the next year.

Should be High or Low?:Number depends on many factors, but it is good to be aware of the average salaries in other companies of the related sector.

Belongs To:HR KPI DashboardMetric Category:Employee Retention & Productivity

Average Retirement Age

HR Metrics / Employee Satisfaction / Cost / Work Efficiency / Budget Management

Unit:[#] Units/ea.Ideal Range:Lower The Better?:No

Description:This metrics has a different importance form company to company depends on a percentage of employees in certain age.

Should be High or Low?:Informative metrics.

Belongs To:HR KPI DashboardMetric Category:Employee Retention & Productivity

Hire Budget Realization

HR Metrics / Budget Management / Employee Management / Planning Effectiveness

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:It is a measure of effectiveness of hiring process as well as the correct hire estimation. Sometimes budget set in the beginning of the year can be not enough after some months due to new circumstances.

Calculation Method / Formula:# actual hired people / Planned and Budgeted number of new hires

Should be High or Low?:It is important to have all the possible inputs, planned projects, opening new branch etc. while planning a budget for hiring so the company won’t have to struggle later if there will be high number of new employees to hire. The budget should be prepared for that.

Belongs To:HR KPI DashboardMetric Category:Budget Metrics

Training Budget Ratio

HR Metrics / Employee Satisfaction / Employee Management / Budget Management / Quality / Work Efficiency

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:Percentage of HR budget spent on training

Calculation Method / Formula:budget planned for trainings / total HR budget

Should be High or Low?:You should estimate your budget based according to the number of employees and the results that are achievable due to those training.

Belongs To:HR KPI DashboardMetric Category:Budget Metrics

Avg. Training Cost Per Person

HR Metrics / Employee Satisfaction / Employee Management / Budget Management / Quality / Work Efficiency

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Average training costs per employee, you can compare this metrics with productivity change later and see how valuable and profitable the trainings are. In the training you should include all the trainings together with hard and soft skills trainings as well as the orientation training.

Should be High or Low?:It may seem the lower cost would be better but in fact it is important to have an optimum budget for good quality trainings for your employees because it will result in much higher efficiency of their further work.

Belongs To:HR KPI DashboardMetric Category:Budget Metrics

Finance Metrics

Gross Profit Gross Profit Margin
Net Profit Operating Expense Ratio (OER)
Net Profit Margin EBIT
EBIT Margin Current Ratio
Accounts Payable Ratio Accounts Receivable Days / Days Sales Outstanding (DSO)
Accounts Receivable Ratio

Gross Profit

Finance Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Gross profit is the profit a company makes after deducting the costs associated with making and selling its products, or the costs associated with providing its services. Net sales revenue minus its cost of goods sold

Calculation Method / Formula:Net Sales – COGS (Cost Of Goods Sold)

Belongs To:Finance KPI DashboardMetric Category:Profit Metrics

Gross Profit Margin

Finance Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:How much profit you make on each dollar of sales before most of the expenses. The gross profit is calculated by the total revenue reduced by the cost of sale of those goods. Comparing this metrics with Net Profit margin you can also track all the other expenses that are not directly related to COGS.

Calculation Method / Formula:(Sales Revenue-COGS)/Revenue.

Should be High or Low?:If the number is going down, you should consider maybe removing products that doesn’t bring enough income but generates some problems and cost for improvement and customer support. If the gross margin is growing that means the investment in COGS is bringing high income and allows to improve and grow your product and services.

Belongs To:Finance KPI DashboardMetric Category:Profit Metrics

Net Profit

Finance Metrics / Revenue / Financial Performance / Profitability

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:It is the total profit made at the end of the month. It is calculated as total income minus total costs including tax. It shows how profitable is your company month by month. Depend on the size of the company costs will not only grow but they might be quite complex to follow.

Calculation Method / Formula:Revenue – Total Expenses (taxes included)

Should be High or Low?:It may vary depending many factors, like time of the year, new competitors on the market etc. But in case dropping dangerously it may give a strong hint to study the reasons.

Belongs To:Finance KPI DashboardMetric Category:Profit Metrics

Operating Expense Ratio (OER)

Finance Metrics / Budget Management / Revenue / Sales / Business Performance / Work Efficiency

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:It’s important to understand your operational effectiveness by tracking the operating expense ratio. It is related to daily company’s core operations. The lower those expenses are, the higher profit is made. operating revenue and operating expenses are related to your company’s main activity

Calculation Method / Formula: Operating Expenses / Revenue

Should be High or Low?:You can track changes and estimate possible outcomes on operating improvements.

Belongs To:Finance KPI DashboardMetric Category:Profit Metrics

Net Profit Margin

Finance Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:It is a measure of how profitable your company is. The metrics is a percentage of net income out of total income and the main factor here are the costs of that income. If you are able to reduce costs your profit margin will grow visible.

Calculation Method / Formula:Net Profit / Revenue

Should be High or Low?:It is impossible to eliminate costs and reach 100% but general analysis of your marketing strategies and company targets may give you a good direction how to increase your revenue. Sometimes decreasing costs may be a good option but sometimes increasing budget may give you much higher revenue than the investment.

Belongs To:Finance KPI DashboardMetric Category:Profit Metrics

EBIT

Finance Metrics / Budget Management / Financial Performance / Revenue / Profitability / Sales

Unit:[$] MonetaryIdeal Range:Target (the higher the better)Lower The Better?:No

Description:This metrics shows financial performance of the company as level of generated profits from sales. Can be used to compare profitability between companies or industries. Counting total as operating revenue is important to understand how big percentage of the total income coming from your company’s main activity. This way you can see real productivity and profitability of the main business operations.

Calculation Method / Formula:Revenue coming from company’s primary business – COGS – Operating Expenses

Should be High or Low?:This metrics depending on many factors can be very suitable for measuring performance of the company, but it can also give false readings of real financial performance. Some of the companies

Belongs To:Finance KPI DashboardMetric Category:Profit Metrics

EBIT Margin

Finance Metrics / Budget Management / Financial Performance / Revenue / Profitability / Sales

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:It is a measure of how profitable your company’s main activity is. The metrics is a percentage of operating income to the value of net sales. Operating income (EBIT) exclude cost of goods and operating expenses so if you are able to reduce those costs your profit margin will grow visible.

Calculation Method / Formula:EBIT / Net sales

Should be High or Low?:If the value drops you may have look closer on your investments, marketing and budget planning.

Belongs To:Finance KPI DashboardMetric Category:Profit Metrics

Current Ratio

Finance Metrics / Assets / Inventory Management / Sales / Business Management

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics checks how likely you company can pay all its liabilities in a short time (less than one year). It is a ratio between your company’s liabilities, credits, obligations etc. and the total assets value owned by the company.

Calculation Method / Formula:current assets / current liabilities

Belongs To:Finance KPI DashboardMetric Category:Cash Flow Metrics

Accounts Payable Ratio

Finance Metrics / Assets / Inventory Management / Sales / Business Management

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:It measures how fast a company pays off its suppliers.

Calculation Method / Formula:Supplier Purchases / Average Accounts Payable

Should be High or Low?:A high result means that the time between purchasing goods and paying for them is short. And the opposite the lower ratio means longer time to pay to suppliers.

Belongs To:Finance KPI DashboardMetric Category:Cash Flow Metrics

Accounts Receivable Days /
Days Sales Outstanding (DSO)

Finance Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness

Unit:[Days]Ideal Range:TargetLower The Better?:Yes

Description: It is the average length of time to collect accounts receivable, or in other words how long it takes to receive the money for goods that was sold.

Calculation Method / Formula:(Accounts Receivable / Revenue) x Number of Days In Year

Should be High or Low?:Below 45 days Is considered as very good.

Belongs To:Finance KPI DashboardMetric Category:Cash Flow Metrics

Accounts Receivable Ratio

Finance Metrics / Assets / Inventory Management / Sales / Business Management

Unit:[#] NumbersIdeal Range:TargetLower The Better?:No

Description:This metrics shows effectiveness of a company at issuing credits and collecting debts in a specific period of time.

Calculation Method / Formula:Credit Sales / Average Accounts Receivable

Belongs To:Finance KPI DashboardMetric Category:Cash Flow Metrics

Sales Metrics

Sales Revenue Sales Units
Sales Growth New Customers
Sales Cycle Length (SCL) Avg. Revenue Per Unit (ARPU)
Avg. Revenue Per Customer (ARPC) Customer Acquisition Cost (CAC)
Lead-To-Sale Conversion Rate Cost Per Conversion (CPC)
Avg. Customer Profitability (CPV) Customer Lifetime Value – LTV
Customer Turnover Rate Sales Budget Ratio / Operating Expense Ratio (OER)
Staying In Budget

Sales Revenue

Sales Metrics / Work Efficiency / Financial Performance / Revenue / Profitability / Sales

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Total value of all goods or services sold. You should not include any returns or allowances. It is main share of the revenue.

Calculation Method / Formula:Sales price * number of units sold

Should be High or Low?:If the value drops you may have look closer on your investments, marketing and budget planning.

Belongs To:Sales KPI DashboardMetric Category:Sales Team Effectiveness

Sales Units

Sales Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness

Unit:[#] Units/ea.Ideal Range:Target (the higher the better)Lower The Better?:No

Description:Sales Units – total number of sold units in a period of time.

Calculation Method / Formula:Total number of sold units

Belongs To:Sales KPI DashboardMetric Category:Sales Team Effectiveness

Sales Growth

Sales Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness / Marketing Strategies

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:It measures effectiveness of your sales team. If and how much they can influence the growth of income through some period of time. To measure it you need to compare your sales value between some given periods of time.

Calculation Method / Formula:(sales revenue from current month – sales revenue from previous month) / sales revenue from previous month

Should be High or Low?:If your company is growing the number will most likely be fairly higher. Later on, the target will depend if your company is releasing new products or how is your brand value placed on the market among the other companies.

Belongs To:Sales KPI DashboardMetric Category:Sales Team Effectiveness

New Customers

Sales Metrics / Customer Satisfaction / Brand Value / Market Share / Sales / Marketing Effectiveness

Unit:[#] Units/ea.Ideal Range:Target (the higher the better)Lower The Better?:No

Description:You can measure total number of your customers and how it is changing through the time.

Should be High or Low?:The number should grow within a time, but how fast it grows all depends on effectiveness of marketing strategies and the market demand.

Belongs To:Sales KPI DashboardMetric Category:Sales Team Effectiveness

Sales Cycle Length (SCL)

Sales Metrics / Customer Relationship / Sales / Work Effectiveness / Performance

Unit:[Days]Ideal Range:Target (optimizing)Lower The Better?:Yes

Description:The most used way to monitor sales cycle is to start from the client’s entering till an end when the sale is closed. That metrics depends on your offer and client target. Times will vary depending on number of items your client is going to buy. If you are selling electronic, clients need to get first all technical questions answered, in case of cloths you need to take into account time for try on etc.

Should be High or Low?:If sales cycle length is growing by time, you may think about your sales strategies or try to understand what a cause can be. Maybe if your inventory grew much then your customers also take more time for decision process or maybe there are some problems with your sales manpower.

Belongs To:Sales KPI DashboardMetric Category:Sales Team Effectiveness

Avg. Revenue Per Unit (ARPU)

Sales Metrics / Financial Performance / Revenue / Profitability / Customer Value / Sales

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Average Revenue per User also known as Average Revenue per Unit. Average revenue generated by an average subscriber per month (or year). You can estimate how much a single user is worth for you and decide what kind of advertising or marketing strategies are worth to invest in.

Calculation Method / Formula: Divide the total revenue by the number of subscribers.

Should be High or Low?:This number depends on your offer prices. If your products are fairly not expensive you probably have to think more about reaching more customers and try to keep them with your competitive price offers. But in that case, it may be not worth to invest in pay-per-click advertisement method.

Belongs To:Sales KPI DashboardMetric Category:Sales Team Effectiveness

Avg. Revenue Per Customer (ARPC)

Sales Metrics / Financial Performance / Revenue / Profitability / Customer Value / Sales

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Average Revenue per Customer (similar to APRU). Average revenue generated by an average customer per month (or year). You can estimate how much a single customer is worth for you and decide what kind of advertising or marketing strategies are worth to invest in.

Calculation Method / Formula: Divide the total revenue by the number of customers.

Should be High or Low?:This number depends on your offer prices. If your products are fairly not expensive you probably have to think more about reaching more customers and try to keep them with your competitive price offers. But in that case, it may be not worth to invest in pay-per-click advertisement method.

Belongs To:Sales KPI DashboardMetric Category:Customer Metrics

Customer Acquisition Cost (CAC)

Sales Metrics / Marketing / Costs / Sales / Customer Value

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:It is a total cost of advertising to convince a potential customer to buy your product or service. It may show you how good is your marketing strategy. The target of any marketing should be gaining as much as possible new customers not just visitors without real value. You have to remember to include in the expense’s salaries, costs of software, equipment, rent etc. Conversion is very often mix with acquisition of a client it is important to know the difference, acquisition means gaining a potential client that starts a subscription but he haven’t spent money yet while conversion counts only customers who spent already money on your product or services.

Calculation Method / Formula:(Total Marketing + Sales Expenses) / number of New Customers Gained

Should be High or Low?:It is related to your campaign and marketing strategies. You should choose it according to your target based on a value of an average customer.

Belongs To:Sales KPI DashboardMetric Category:Customer Metrics

Lead-To-Sale Conversion Rate

Sales Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This is a ratio between total number of leads and number of customers coming from the given group of leads. It shows how many of them actually bought some of your products. The target is to have this ratio fairly high but even if conversion rate is not very high, but the number of leads is growing your total sales will grow as well.

Calculation Method / Formula:number of new customers / total number of all leads

Should be High or Low?:You may check how your strategies or product improvement influence on the conversion rate and based on that choose some directions in growing your company.

Belongs To:Sales KPI DashboardMetric Category:Customer Metrics

Cost Per Conversion (CPC)

Sales Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:Since acquiring leads and customers through cost-per-click advertising is usually expensive, it is very important to compare it with ROI. If number of your new prospects is much higher than the acquired customers, the actual profitability of paid campaigns may drop to very low results. Conversion is very often mix with acquisition of a client it is important to know the difference,

Calculation Method / Formula:Average toal cost to gain a new customer

Should be High or Low?:If the cost is growing most likely you have a lot of visits of new potential prospects, but the conversion rate is going down.

Belongs To:Sales KPI DashboardMetric Category:Customer Metrics

Avg. Customer Profitability (CPV)

Sales Metrics / Financial Performance / Revenue / Profitability / Customer Value / Sales

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:No

Description:Total revenue coming from the customers compared with the cost related to this income measured in given period of time. It is very similar metrics to Customer lifetime value. The main difference is that in CLV we take into calculation all the money spent now and in the future for example due to active subscription by the customer while the customer profitability is based on the sales current and previous only. However, most of the time it is calculated exactly the same as CLV

Calculation Method / Formula:revenue earned (in period of time) – costs related to the customer relationship (in the same period of time)

Should be High or Low?: To keep this metrics on a proper level you should be tracking sales teamwork and adjust the number or employees to actual demand. If there are not enough employees your real costs may increase due to the bad customer experience etc. However, overemployment may also cause your company unnecessary extra expenses.

Belongs To:Sales KPI DashboardMetric Category:Customer Metrics

Customer Lifetime Value – LTV

Sales Metrics / Financial Performance / Revenue / Customer Value / Sales

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Estimate value of the net profit coming from the entire future relationship with a client. It is the total amount of profit that average client is likely to spend over the time while being a client (Customer lifespan).

Calculation Method / Formula:one of the ways to measure LTV is:
Average value of sale * number of transactions * Retention time * profit margin

Should be High or Low?:Lower or higher number depends on type of your products or services. You can set some target and with correct investments in development and marketing strategies you can try to increase that number.

Belongs To:Sales KPI DashboardMetric Category:Customer Metrics

Customer Turnover Rate

Sales Metrics / Customer Satisfaction / Market Demand / Cost

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:Also called the attrition rate. It is a percentage of churned customers out of all customers connected either by some contract or subscription for services or products in some period of time (in a month). The main reason usually for the attrition of the customer is poor customer experience or slow service performance.

Should be High or Low?:To decrease the percentage and increase the customer satisfaction you may consider develop tactics how to value your customers and how to build a relationship with the customer.

Belongs To:Sales KPI DashboardMetric Category:Customer Metrics

Sales Budget Ratio / Operating Expense Ratio (OER)

Sales Metrics / Budget Management / Revenue / Sales / Business Performance / Work Efficiency

Unit:[%] PercentageIdeal Range:TargetLower The Better?:Yes

Description:It’s important to understand your operational effectiveness by tracking the operating expense ratio. It is related to daily company’s core operations. The lower those expenses are, the higher profit is made. operating revenue and operating expenses are related to your company’s main activity

Calculation Method / Formula: Sales Expenses/ Revenue

Should be High or Low?:You can track changes and estimate possible outcomes on operating improvements.

Belongs To:Sales KPI DashboardMetric Category:Budget Metrics

Staying In Budget

Sales Metrics / Budget Management / Planning Effectiveness / Cost / Savings

Unit:[%] PercentageIdeal Range:Close to 100%Lower The Better?:No

Description:How many projects out of total were delivered within set budget. It can give a projection on the further estimations. Projects overestimated are calculated as on budget, which can give a little false output value. If calculated just for one project it will just give the idea of percentage how accurate was the budget estimation in compare to reality.

Should be High or Low?:If the number is much below 100, it is also good to calculate % of projects with overestimated budget. That can give some lead for mistakes in estimation process itself.

Belongs To:Sales KPI DashboardMetric Category:Budget Metrics

Marketing Metrics

Market Share Sales Revenue
Sales Growth Customer Lifetime Value – LTV
Customer Acquisition Cost (CAC) Cost Per Lead Acquisition (CLA)
Gross Profit Margin Break Even Point
Price Elasticity of Demand (PED) Contribution Margin Ratio (CMR) (Cont to Sales Ratio)
Margin of Safety Conversion Rate
Brand Equity Brand Value
Brand Value Growth Rate Bounce Rate
Avg. Session Duration Landing Page Conversion Rate
Ads Click Through Rate (CTR) Cost Per Click (CPC)
Cost Per Acquisition (CPA) Marketing Budget Ratio (MER)
Staying in Budget

Market Share

Marketing Metrics / Business Performance / Brand Value / Assets / Sales

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:It is the percentage of a market taken by your company or product earned over a specified period of time. This information is important to track because it can have a high impact on all your campaigns and success of your products or services.

Should be High or Low?:Usually 100% target is risky and not really pay off the effort needed to be taken. But it is important to be aware of changes on the market and react in proper way.

Belongs To:Marketing KPI DashboardMetric Category:Sales Effectiveness

Sales Revenue

Marketing Metrics / Work Efficiency / Financial Performance / Revenue / Profitability / Sales

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Total value of all goods or services sold. You should not include any returns or allowances.

Calculation Method / Formula:Sales price * number of units sold

Should be High or Low?:If the value drops you may have look closer on your investments, marketing and budget planning.

Belongs To:Marketing KPI DashboardMetric Category:Sales Effectiveness

Sales Growth

Marketing Metrics / Revenue / Financial Strategies / Sales / Work Effectiveness / Marketing Strategies

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:It measures effectiveness of your sales team. If and how much they can influence the growth income through some period of time. To measure it you need to compare your sales value between some given periods of time.

Calculation Method / Formula:(sales revenue from current month – sales revenue from previous month) / sales revenue from previous month

Should be High or Low?:If your company is growing the number will most likely be fairly higher. Later on, the target will depend if your company is releasing new products or how is your brand value placed on the market among the other companies.

Belongs To:Marketing KPI DashboardMetric Category:Sales Effectiveness

Customer Lifetime Value – LTV

Marketing Metrics / Financial Performance / Revenue / Customer Value / Sales

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Estimate value of the net profit coming from the entire future relationship with a client. It is the total amount of profit that average client is likely to spend over the time while being a client (Customer lifespan).

Calculation Method / Formula:one of the ways to measure LTV is:
Average value of sale * number of transactions * Retention time * profit margin

Should be High or Low?:Lower or higher number depends on type of your products or services. You can set some target and with correct investments in development and marketing strategies you can try to increase that number.

Belongs To:Marketing KPI DashboardMetric Category:Customer Metrics

Customer Acquisition Cost (CAC)

Marketing Metrics / Marketing / Costs / Sales / Customer Value

Unit:[$] MonetaryIdeal Range:TargetLower The Better?:Yes

Description:It is a total cost of advertising to convince a potential customer to buy your product or service. It may show you how good is your marketing strategy. The target of any marketing should be gaining as much as possible new customers not just visitors without real value. You have to remember to include in the expense’s salaries, costs of software, equipment, rent etc. Conversion is very often mix with acquisition of a client it is important to know the difference, acquisition means gaining a potential client that starts a subscription but he haven’t spent money yet while conversion counts only customers who spent already money on your product or services.

Calculation Method / Formula:(Total Marketing + Sales Expenses) / number of New Customers Gained

Should be High or Low?:It is related to your campaign and marketing strategies. You should choose it according to your target based on a value of an average customer.

Belongs To:Marketing KPI DashboardMetric Category:Customer Metrics

Cost Per Lead Acquisition (CLA)

Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[$] MonetaryIdeal Range:MinimumLower The Better?:Yes

Description:It is usually confused with CPA which stands for generated prospects, but this metrics is measuring cost of all the leads generated counted together with both possible customers and the one that will not be interested in your products. This is important to have the campaigning well created for the target customer, so you don’t pay extra costs for attracting people from outside of the target.

Calculation Method / Formula:Total advertising (campaign) cost / number of generated leads

Should be High or Low?:It is related to your campaign and marketing strategies. You should choose it according to your target based on a value of an average customer.

Belongs To:Marketing KPI DashboardMetric Category:Customer Metrics

Gross Profit Margin

Marketing Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:How much profit you make on each dollar of sales before most of the expenses. The gross profit is calculated by the total revenue reduced by the cost of sale of those goods. Comparing this metrics with Net Profit margin you can also track all the other expenses that are not directly related to COGS.

Calculation Method / Formula:(Sales Revenue-COGS)/Revenue.

Should be High or Low?:If the number is going down, you should consider maybe removing products that doesn’t bring enough income but generates some problems and cost for improvement and customer support. If the gross margin is growing that means the investment in COGS is bringing high income and allows to improve and grow your product and services.

Belongs To:Marketing KPI DashboardMetric Category:Product Pricing Indicators

Break Even Point

Marketing Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[#] Units/ea.Ideal Range:TargetLower The Better?:Yes

Description:This is a calculation of a minimum units that has to be sold to pay the costs of the product together with the marketing costs and the taxes. Above breakeven point is where the company may start to actually make a profit.

Calculation Method / Formula:Fixed Costs / (Revenue per Unit – Variable Cost per Unit)

Should be High or Low?:The result will depend also on the market demand and your product price elasticity, but the number of units will be different for different sectors.

Belongs To:Marketing KPI DashboardMetric Category:Product Pricing Indicators

Price Elasticity of Demand (PED)

Marketing Metrics / Revenue / Market Demand / Sales

Unit:[#] NumbersIdeal Range:Lower The Better?:Depends

Description:It is a metrics tracking market demand changes in compare to the price changes. Depending on the metrics measurement we can say that the product or service is elastic when PED is >= 1 or inelastic when PED is <1

Calculation Method / Formula:% change in quantity demanded / % change in price

Should be High or Low?:if the PED is zero market demand will not change when the price changes, if the PED=1 then with the same % of increasing price the market demand is dropping the same %. Above 1 the demand will be dropping not 1 to 1 but higher. Tracking that metrics of your product allows you to set the price on the safe level and know how much of an impact can have a competitor on the market PED result.

Belongs To:Marketing KPI DashboardMetric Category:Product Pricing Indicators

Contribution Margin Ratio (CMR) (Cont to Sales Ratio)

Marketing Metrics / Budget Management / Financial Performance / Revenue / Profitability

Unit:[%] PercentageIdeal Range:Target (the higher the better)Lower The Better?:No

Description:Contribution margin per unit manufactured presented as percentage of unit sales price.

Calculation Method / Formula:(Unit Revenue Price – Unit Variable Cost) / Sales Price Per Unit

Should be High or Low?:The negative contribution margin ratio means that variable costs and expenses are higher than sales. In that point it is good to calculate CM for separate products and see which one of them are not profitable and not worth to keep them available.

Belongs To:Marketing KPI DashboardMetric Category:Product Pricing Indicators

Margin of Safety

Marketing Metrics / Safety / Employee Satisfaction / Brand Value

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:It is a difference between the expected profitability from the sales and the break-even point.

Calculation Method / Formula:(Current sales level – breakeven point) / current sales level

Should be High or Low?:If the ratio is low, it means a risk of loss due to changes in sales results and may result in cutting expenses.

Belongs To:Marketing KPI DashboardMetric Category:Product Pricing Indicators

Conversion Rate

Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?:No

Description:This metrics shows the percentage out of number of all visitors how many of them actually bought some of your products. The target is to have this number fairly high but even if conversion rate is not very high, but the number of visitors is growing your total sales will grow as well. You can measure if it’s worth to use pay-per-click advertisement method. If your traffic is high but there is not comparable number of new subscribers that might not be worth to pay for that kind of advertising.

Calculation Method / Formula:# of successful actions / # of total visits.

Should be High or Low?:You may check how your strategies or product improvement influence on the conversion rate and based on that choose some directions in growing your company.

Belongs To:Marketing KPI DashboardMetric Category:Promotion Efficiency

Brand Equity

Marketing Metrics / Brand Value / Market Share / Business Performance

Unit:[#] PointsIdeal Range:Maximum (Depends on the scale)Lower The Better?:No

Description:Brand Value and Brand Equity are two metrics to measure how much the company is worth. Value is related to the real measurable financial assets, revenue, owned goods. Equity is a value as a potential, for example brand awareness, brand rating in the eyes of a customer, usually counted as a feedback form the customers for a survey.

Should be High or Low?:İt is important to invest in good customer company relationship. This can have a big impact on building brand and high-quality associations.

Belongs To:Marketing KPI DashboardMetric Category:Brand Metrics

Brand Value

Marketing Metrics / Brand Value / Market Share / Business Performance

Unit:[$] MonetaryIdeal Range:The higher the betterLower The Better?:No

Description:Brand Value and Brand Equity are two metrics to measure how much the company is worth. Value is related to the real measurable financial assets, revenue, owned goods. Equity is a value as a potential, for example brand awareness, brand rating in the eyes of a customer.

Belongs To:Marketing KPI DashboardMetric Category:Brand Metrics

Brand Value Growth Rate

Marketing Metrics / Brand Value / Investment / Market Share / Business Performance

Unit:[%] PercentageIdeal Range:TargetLower The Better?:No

Description:That metrics allows you to compare period by period growth of your company value and stay aware if your brand investments and growth strategies are on the good direction.

Calculation Method / Formula:(BV from curent year – BV from previous year) / BV from previous year

Belongs To:Marketing KPI DashboardMetric Category:Brand Metrics

Bounce Rate

Marketing Metrics / Digital Marketing / Sales / Cost / Marketing Effectiveness

Unit:[%] PercentageIdeal Range:MinimumLower The Better?:Yes

Description:It is a percentage out of total visitors, the one who after seeing first page didn’t get interested enough to explore any further on your website.

Should be High or Low?:The high bounce rate may indicate that your website is visited by a group of people who are out of the target group. It may increase your CPC (Cost Per Click) costs.

Belongs To:Marketing KPI DashboardMetric Category:Digital Marketing Metrics

Avg. Session Duration

Marketing Metrics / Digital Marketing / Seo Optimization

Unit:[Seconds]Ideal Range:TargetLower The Better?:No

Description:An average time spent on the website from the moment of entering the website till the end of active looking, searching through the website. We take into calculation all the visits total time no matter of the result.

Calculation Method / Formula:total visits time / number of visitors

Should be High or Low?:There should be some optimum time spent on a website where you can see the higher conversion rate. So, the growing time doesn’t mean it will be increasing your conversion rate, but you can track the time and conversion rate dependence.

Belongs To:Marketing KPI DashboardMetric Category:Digital Marketing Metrics

Landing Page Conversion Rate

Marketing Metrics / Sales / Marketing Effectiveness / Digital Marketing / Customer Value / Cost

Unit:[%] PercentageIdeal Range:The higher the betterLower The Better?: