KPI Database

Organisational KPIs

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# Utility accounts

Industry: Utilities
Functional Area: Sales and Customer Service
Measures the number of active customer accounts generated by a utility company for th ... See more
  24 fields
  5
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# Telephone lines with normal tariff phone number

Industry: Telecommunications / Call Center
Functional Area: Sales and Customer Service
Measures the number of telephone lines available for telephone calls during which cer ... See more
  24 fields
  10
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# Telephone lines operated by an agent 24 hours a day, 7 days a week

Industry: Telecommunications / Call Center
Functional Area: Sales and Customer Service
Measures the number of telephone lines operated by an agent which are available to cu ... See more
  24 fields
  5
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# Complaints per 1,000 transactions

Industry: Any
Functional Area: Sales and Customer Service
Measures the average number of customer complaints recorded during the reporting peri ... See more
  24 fields
  11
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% Service Level Agreements established

Industry: Any
Functional Area: Sales and Customer Service
Measures the proportion of the Service Level Agreements (SLAs) that were established ... See more
  24 fields
  611
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# Commercial loan decision cycle time

Industry: Financial Institutions
Functional Area: Sales and Customer Service
Measure the average number of calendar days involved with the approval/denial of a co ... See more
  24 fields
  130
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# Telephone lines with free phone number

Industry: Telecommunications / Call Center
Functional Area: Sales and Customer Service
Measures the number of telephone lines with numbers that can be dialed from landlines ... See more
  24 fields
  15
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% Internal customer satisfaction

Industry: Any
Functional Area: Sales and Customer Service
Measures the level of satisfaction exhibited by the organization's internal customers ... See more
  24 fields
  24
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# Complaints logged

Industry: Any
Functional Area: Sales and Customer Service
Measures the total number of complaints received, recorded and tracked from initial r ... See more
  24 fields
  14
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# Customer complaints

Industry: Any
Functional Area: Sales and Customer Service
Measures the total amount of customer complaints received through all communication c ... See more
  24 fields
  35
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research library

Top 20 KPIs - 2016 Extended Edition
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PERFORMANCE Magazine - April 2016
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The Functional Area KPI Dictionary series
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