Key Performance Indicators

What are Key Performance Indicators?

Key Performance Indicators (KPIs) are measurable metrics that track the progress toward a desired outcome. By creating a data and analytics-driven foundation for decision-making, they serve as essential focal points for driving operational and strategic enhancements. Effective KPI management involves establishing targets, defining the desired performance levels, and systematically monitoring progress against these benchmarks through KPI dashboards.

The strategic use of KPIs often involves improving performance through leading indicators—early signals of potential success. These leading indicators subsequently influence desired outcomes. This holistic approach to KPI management enables organizations to proactively address performance factors and work towards achieving their overarching goals.

Customer experience KPIs

Customer experience KPIs help brands track and monitor CX performance. Customer experience KPI dashboards provide valuable insights into how customers feel and help identify bottle necks in CX processes, enabling leaders to set improvement benchmarks and identify focus areas within their CX strategy. Using analytical tools is crucial to tracking KPIs.

Here are some KPIs that can help brands quantify success and ensure they are meeting customer expectations.

Customer churn rate – A measure of the number of customers who discontinue their relationship with a brand during a given period.
Net Promoter Score (NPS) – NPS is a predictive score that measures customer loyalty and is graded between -100 and 100.
Customer Satisfaction (CSAT) – Measured through surveys, CSAT quantifies the extent to which customers are satisfied with a product or service.
Average Resolution Time – Indicates the average time taken by an agent to resolve a customer issue.
Customer Acquisition Rate – Refers to the percentage of acquisitions out of the total audience reached.
Conversion rate – Captures the number of users or customers who perform a desired action.
Retention rate – Represents the number of customers who continue to use a product or service over a given period.
Customer Lifetime Value – Refers to the total revenue generated by a single customer over the course of their relationship with a brand.