KPI Library

As proponents of the Balanced Scorecard methodology we normally advise that Key Performance Indicators (KPIs) are specific to businesses or organisations. However, There are a set of KPIs that are so generic, between five and ten of them always get used in scorecards.

We have therefore selected the Top 20 Key Performance Indicators and described them for your convenience, they are:

 

Financial

  • Revenue
  • Net Profit
  • Gross Profit
  • Revenue Growth Rate
  • Return on Investment

Customer

  • Customer Satisfaction Index
  • Net Promoter Score
  • Customer Retention Rate
  • Customer Profitability Score
  • Customer Complaints

 

Internal Processes

  • Quality Index
  • Time to Market
  • Rework Level
  • Order fulfilment Cycle Time
  • First Contact Resolution

 

Organisational Capacity

  • Employee Satisfaction Index
  • Revenue Per Employee
  • Training Return on Investment
  • Energy Consumption
  • Supply Chain Effectiveness

 

For more standard Key Performance Indicators, we highly recommend Bernard Marr’s book: