Sometimes you just need a menu of good KPIs to pick from. That's what this 'Essential KPIs' guide is designed to provide. The problem is that not every business is the same.
So how do you make sure you fully understand where the KPIs in this pack came from and identify any extra KPIs that may be specific to your organisation? You do this using KPI Trees. KPI Trees show the outcomes that each KPI is designed to reflect, so you can understand the logic and reasoning behind each and every KPI in the pack and build on it to identify KPIs specific to your organisation.
The KPIs in this pack were selected using KPI Trees from the ROKS Express system. This premium pack includes the original KPI Trees so you can review and adapt them. This approach gives you convenience and flexibility. As all the packs in this store were developed from the ROKS Express system, if you decide to add further packs in future, they will work seamlessly together.
What is included
The printable Premium Essential KPI Guide including full KPI definitions and examples (A4 PDF)
The KPI Tree source diagrams for the guide KPIs (as PDFs)
A one-page 'KPI Tree Cheat Sheet' in both (A4 PDF)
A ROKS KPI Canvas definition templates (Excel template and printable A4 PDF)
KPI Trees in this pack
KPI definitions in this pack
This pack includes...
Q1 Service Quality
Q3 Guarantee and Warranty
R3 Service Research and Development
C1 Present Customers Waiting for Service
C5 Bookings and Appointments
M1 Public Reviews
O5 Efficiency - Service Delivery
O7 Fulfilment - Products and Services
O8 Call, Email and Webchat Handling
O10 Complaints and Incident Handling
L1 Service Improvement Activity
L3 Contact Centre Improvement Activity
Number of KPIs included in KPI Tree: 275
Number of full KPI definitions included in this pack: 105
Walks you through all the KPIs to get you started