Performance metrics are indicators of the value produced by a business, program, team or individual. The following are common examples.
Average handle time
Call abandonment rate
Cost per ___
Customer acquisition cost
Customer churn rate
Customer effort score
Customer retention rate
Employee turnover rate
First contact resolution
First response time
Incident resolution time
Incident response time
Net profit margin
Net promoter score
Output per hour
Project success rate
Return on assets
Return on investment
Process cycle time
Revenue per employee
Service level adherence
Time spent on ___
Return on Capital EmployedThe ratio of profits to the total amount of capital invested to achieve those profits. A fundamental indicator of the performance of a firm.
Revenue Per EmployeeThe total revenue of a firm divided by the number of employees. A basic indicator of productivity. Often used as a benchmark to see if you are over or under staffed as compared to other firms in your industry.
Cost EffectivenessThe cost per outcome achieved by an organization. For example, a non-profit organization that seeks to reduce microplastics in the ocean may calculate the cost per ton of reduction for both prevention and clean up programs.
ProductivityThe amount of output per hour of work. A basic measure of employee performance. For example, a software development team might measure story points per month per developer.
EfficiencyThe amount of output per unit of input. For example, a farm that measures the number of apples produced per acre of land.
WasteThe amount of waste per unit of output. For example, a supermarket that tracks the percentage of food products that expire before being sold.
Turnaround TimeThe average time it takes to compete an activity. For example, the time it takes to resolve customer inquiries.
VolumeVolume metrics such as the number of sales deals closed in a month per sales person.
QualityQuality metrics such as customer perceptions of your brand.
Budget VarianceThe amount that you are over or under budget. Expressed as a percentage of the budget.
Schedule VarianceThe amount that you are late or early to deliver to commitments. Expressed as a percentage of total scheduled time.
Defect DensityThe number of defects per output. For example, software development teams may measure defects per thousand lines of code and factories may measure defects per thousand units.
Customer SatisfactionMeasuring performance from the customer perspective by asking them how satisfied they are with products or services. A common way to measure the performance of frontline employees.
Return on InvestmentThe contributions to profits generated by an investment such as a project or business purchase. Expressed as a percentage of the investment.
New Revenue RateThe percentage of your revenue that is generated by new products. A way to measure innovation and expenditure on research & development. Requires a definition of "new product" that differs by industry.
SummaryThe following are common performance metrics for businesses, teams and employees.
OverviewPerformance metrics are standard measurements of the value created by a business, team, partner or employee.Next: Performance Goals
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