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List of KPIs

Leadership Team KPI Options


  • Customer Acquisition Cost – How much does it cost you to sign up a customer?

  • NPS – Customer Net Promoter Score compared to your industry and non-industry high performers.

  • Sales Target (Actual Revenue vs. Forecasted Revenue) – Check if you are on track with your sales targets.

  • Operating Profit Margin Percentage - How effective are you at creating profit on each dollar of revenue generated?

  • Net Profit Margin – Track your net profit by analyzing your bottom line

  • Return on Assets – How efficiently do you use your company’s assets to generate profit?

  • Return on Equity (ROE) – Measure the profit you manage to produce with your shareholder’s investments

  • Working Capital - The difference between a company's current assets and its current liabilities.


  • Gross Profit Margin: How much revenue you have left after COGS?

  • Operating Profit Margin: How is your EBIT developing over time?

  • Operating Expense Ratio: How do you optimize your operating expenses?

  • Net Profit Margin: How well your company increases its net profit?

  • Working Capital: Is your company in stable financial health?

  • Current Ratio: Can you pay your short-term obligations?

  • Quick Ratio / Acid Test: Is your company’s liquidity healthy?

  • Berry Ratio: Are you losing money or generating profit?

  • Cash Conversion Cycle: How fast can you convert resources into cash?

  • Accounts Payable Turnover: Are you paying expenses at a reasonable speed?

  • Accounts Receivable Turnover: How quickly do you collect payments?

  • Vendor Payment Error Rate: Are you processing your invoices productively?

  • Budget Variance: Is your budgeting accurate and realistic?

  • Return on Assets: Do you utilize your company’s assets efficiently?

  • Return on Equity: How much profit do you generate for shareholders?

  • Economic Value Added: How much profit do you generate for shareholders?

  • Employee Satisfaction: Will your team recommend you as a workplace?

  • Payroll Headcount Ratio: How do you utilize your labor force?

Overall Accounting and Finance Department KPIs

  • Budget to actual variances (how good are budgeted numbers?)

  • Number of days to close a month (and percent of month closes completed by the established deadline in a 12-month period)

  • Accounting and finance department budget cost as a percent of company sales

  • Accounting and finance employees as compared to company FTEs

  • Number of financial reports prepared and submitted on time

  • Number of days between expense report submission and reimbursements to employees (does the department reimburse its employees timely?)

  • Accounting and finance employee engagement score

  • Internal company satisfaction score with accounting and finance services

Working Capital KPIs

  • Days sales outstanding (how long does it take to collect payments from customers?)

  • Percent of customers with overdue balances (how efficient is the department with collecting customer payments?)

  • Number of days between customer invoices creation and invoice delivery to customers (does the department minimize this time lag?)

  • Number of customer invoice disputes (how many errors do customer invoices contain when they are generated by the department?)

  • Dollar amount of accounts receivable written off (does the company do a good job with vetting customers and does it have a good credit policy?)

  • Days payables outstanding (how long does it take to pay vendors and suppliers?)

  • Percent of suppliers with overdue balances (how optimized payments to vendors in relation to maintaining good supplier relationships, company’s cash flow position and taking advantage of early payment discounts?)

  • Prepaid expenses as a percent of purchases (does the company prepay for services too long in advance thus locking working capital that can be utilized elsewhere in the organization? For example, does the company prepay for insurance for the full year or can it negotiate quarterly payments?)

  • Deferred revenue as a percent of sales (does the company capture opportunities to collect customer payments upfront to maximize cash inflows?)


  • Sales Growth: Is your business growing steadily?

  • Sales Target: Are you on track regarding the sales targets?

  • Customer Acquisition Cost: How much does a new customer cost?

  • Average Revenue per Unit: What is your average revenue per user?

  • Customer Lifetime Value: How much do you expect to earn per customer?

  • Customer Churn Rate: How many customers do you lose?

  • Average Sales Cycle Length: How do you shorten your sales cycle?

  • Lead-to-Opportunity Ratio: How about your lead quality?

  • Opportunity-to-Win Ratio: How many qualified leads result in closing a deal?

  • Lead Conversion Ratio: Is your conversion ratio stable?

  • Number of Sales Opportunities: What is your potential purchase volume?

  • Sales Opportunity Score: Do you prioritize your sales opportunities?

  • Average Purchase Value: Is your average purchase value sustainable?

  • Revenue per Sales Rep: How much revenue do your sales rep bring?

  • Profit Margin per Sales Rep: Is your sales team profitable as expected?

  • Upsell & Cross-Sell Rates: How do you increase your revenue and ROI?

  • Incremental Sales by Campaign: Which campaign brings you the best results?


  • Labor Utilization

  • Employee Turnover Rate

  • Labor Materials

  • Operating Margins

  • Training

  • Customer Lifetime Value

  • Processes and Procedures developed

  • Cash Flow

  • Quarterly Priorities Completed

Manufacturing Operational KPI’s

  • Throughput – This is one of the most basic operations KPIs for the manufacturing industry. It measures the rate of production of a machine, line, or plant over a time period. This helps the operations department determine their ability to meet production deadlines.

  • First Pass Yield – Every manager in the manufacturing industry will know this operations metric. It measures the percentage of products that are manufactured to specification, without requiring any rework (or being scrapped) the first time through the manufacturing process.

  • Demand Forecasting – Most people can’t see into the future with a crystal ball, but operations departments will often try to estimate future demand using forecasting. This operations metric is used by companies to estimate the amount of raw materials they will need to meet future customer demand.

  • Changeover Time – As an operations manager, changeover time can represent a number of different operational procedures. However, it fundamentally represents the amount of time required to switch from one task to another. Common examples of this are changing products on a production line, or staff during a shift change.

  • Takt Time – A tool used to design work and it measures the average time interval between the start of production of one unit and the start of production of the next unit when items are produced sequentially. This operational metric represents the maximum amount of time that can be spent manufacturing a product while still meeting the production deadline. Operations managers use this in conjunction with other metrics when determining if they should take on an order.

  • Machine Downtime Rate – Most people associate downtime with a machine requiring repair, however, this operations metric is actually a combination of both scheduled downtime and unscheduled downtime. This metric is often used by the operations department to determine when assets require replacing.

  • Cycle Time – The cycle time performance metric tracks the average amount of time it takes to produce a product. This metric can be applied to a complete product, or each of the individual components for a product. When applying it to the components, this becomes a very powerful tool for streamlining production and increasing efficiency.

Staffing Operational Metrics

  • Absenteeism Rate – How many days a year are your employees calling in sick, or just flat out missing shifts? This operations metric helps identify employees that are disengaged at work so that you can bring them back to being an engaged employee. Engaged employees tend to work harder, have a higher retention rate, and help workplace culture flourish.

  • Overtime Hours – Depending on your situation, overtime could be a good thing as it means more pay, while for others, it could just mean longer hours for the same amount of pay. This operational performance indicator is worth tracking to identify individuals who may be overworked or having to pick up the slack for their coworkers.

  • Utilization Rate – Are your employees always working? Or are they waiting for work? Working on non-billable tasks? The utilization rate operations metric tracks how much an employee is actually working to make the company money. This is a key metric for professional services and consulting firms.

  • Employee Satisfaction – Happy employees work harder. Obviously, it is impossible for every employee to be happy all the time, but it is important to have employees fill out surveys and express what they enjoy at work and what they are dissatisfied about. This is vital information for the HR and operations department.

  • Employee Turnover Rate – The rate at which employees need to be replaced can fluctuate from industry to industry, or even between companies in the same industry. However, at the end of the day, it is important to understand why employees are needing to be replaced. This operations metric is often best analyzed in conjunction with the employee satisfaction KPI.

  • Response to Open Positions – This operational key performance indicator evaluates how well job postings are exposed and curated to their intended audience. It measures this by comparing the number of qualified applicants to the total number of applicants.


  • Cost per Acquisition: Are your customer acquisition costs viable?

  • Cost per Lead: How much should you spend per lead?

  • Sales Target & Growth: Is your sales growing and reaching its targets?

  • Average Order Value: What is the average shopping cart value?

  • ROI: How efficiently are you spending your marketing dollars?

  • Customer Lifetime Value: Are new customers profitable in the long-run?

  • Website-Traffic-to-Lead Ratio: How does your website convert?

  • Lead-to-MQL Ratio: How does the marketing qualify your generated leads?

  • MQL-to-SQL Ratio: Which requirements has the sales team for your leads?

  • Goal Conversion Rate: How well are you hitting your business objectives?

  • Average Time to Conversion: How fast your visitors convert?

  • Landing Page Conversion Rate: What pages and content are performing best?

  • Cost per Click: Are you getting the most bang for your buck?

  • Bounce Rate: Do your visitors find what they are looking for?

  • Engagement Rate: How well do users respond to your content?

  • Click Through Rate: Are your ads and content resulting in attention?

Human Resources

  • Absenteeism Rate: Evaluate the engagement of your employees

  • Overtime Hours: Monitor your employees' workload in detail

  • Training Costs: Analyze the investments in your employees

  • Employee Productivity: Track the overall effectiveness of your workforce

  • Talent Satisfaction eNPS: Ensure your employees are satisfied in the long run

  • Cost per Hire: Analyze what it takes to find the perfect fit

  • Recruiting Conversion Rate: Find the best recruitment method

  • Time to Fill: Monitor how long you need to find a new employee

  • Talent Rating: Assess the quality of your employees

  • Employee Turnover Rate: See how your retention efforts work

  • Talent Turnover Rate: Evaluate how many talents you continually change

  • Dismissal Rate: Find out if you’re recruiting the right employees

  • Female to Male Ratio: Understand the gender diversity in your company

  • Part-Time Employees: Watch the evolution of part-time workers over time

  • Average Time Stay: See how long your employees stay in your company

Service and Support

  • Average Response Time: Measure the time your customers are on hold

  • First Call Resolution: Avoid customers calling back for the same issue

  • Customer Churn: Ensure your customers keep doing business with you

  • Top Support Agents: Find out who is your star agent in the team

  • Number of Issues: Monitor the number and nature of issues over time

  • Customer Satisfaction: Get insights on what your clients' think about you

  • Net Promoter Score: Evaluate the power of your referrals

  • Customer Effort Score: Get valuable feedback on the customer experience

  • Customer Retention: Evaluate how many customers are coming back

  • Net Retention Rate: Calculate how much business growth you generate

  • Service Level: See if you deliver the services as you committed to

  • Support Costs vs Revenue: Monitor support costs in percentage of revenue

  • Revenue Churn: Track how much revenue you’ve lost from existing customers

  • MRR Growth Rate: Keep an eye on your recurring revenue at all times


  • Compliance Rate: Understand if suppliers fulfill your requirements

  • Number of Suppliers: Track your level of dependency towards your suppliers

  • Purchase Order Cycle Time: Know who to address your urgent orders to

  • Supplier Quality Rating: Analyze the quality of your suppliers

  • Supplier Availability: Measure suppliers’ capacity to respond to demand

  • Supplier Defect Rate: Evaluate your suppliers’ individual quality

  • Vendor Rejection Rate & Costs: Examine your quality management strategies

  • Lead Time: Understand the total time to fulfill an order

  • Emergency Purchase Ratio: Track the number of your emergency purchases

  • Purchases In Time & Budget: Monitor purchasing time & budget

  • Cost of Purchase Order: Control the internal costs incurred by each purchase

  • Procurement Cost Reduction: Streamline the tangible costs savings

  • Procurement Cost Avoidance: Avoid potential extra costs in the future

  • Spend Under Management: Track and optimize your expenditures

  • Procurement ROI: Determine the profitability of investments


  • Total Tickets vs. Open Tickets: Do you measure the ticket churn over time?

  • Projects Delivered on Budget: Can you keep your budget within limits?

  • Average Handle Time: How do you keep your tasks under control?

  • New Developed Features: How many features do you continually develop?

  • Number of Critical Bugs: How many bugs do you regularly encounter?

  • Server Downtime: Do you know why and when downtime happens?

  • Mean Time to Repair: How efficiently you deal with unexpected events?

  • Unsolved Tickets per Employee: Do you monitor employee’s effectiveness?

  • Reopened Tickets: Are you handling your tickets efficiently?

  • IT Support Employees per End Users: Do you have enough IT support?

  • Accuracy of Estimates: Do you estimate your team’s time correctly?

  • IT ROI: How profitable are your investments?

  • IT Costs Break Down: Are you able to identify your costs’ breakdown?

  • IT Costs vs. Revenue: Do you compare your IT expenses to your revenue?

  • Team Attrition Rate: Do you manage to keep talented employees?


  • Total cost of services (inside and outside)

  • Legal spend as percentage of revenue

  • Total cost of services (inside and outside)

  • Legal spend as percentage of revenue

  • Total cost of services (inside and outside)

  • Legal spend as percentage of revenue

  • Total cost of services (inside and outside)

  • Legal spend as percentage of revenue

Research & Development

  • Research and development (R&D) as a percentage of sales - This product development KPI tells you how much of your income is spent in creating new products. It covers the investment in enhancing existing products too.

  • Total R&D/product headcount - This product development KPI indicates the number of people in a company that is engaged in R&D concerning new products. You should measure it over a period of time.

  • New patent generation - This product development KPI helps enterprises or large companies track their progress around patents. A healthy number of new patents indicates that the company will create new revenue streams. The company might also compete well in the market.

  • New products released - This product development KPI enables enterprises to measure how many new products they launch. Large companies measure products in conceptualization and planning phases. They also measure products under development.

  • Average product ROI - This product development KPI indicates how much ROI (Return on Investment) each new product generates. There isn’t a benchmark for this KPI, however, you want a high average product ROI. Average product ROI = (the net profit earned by new products) x 100/the costs to produce new products.

  • Errors per 1,000 lines of code (KSLOC) - This product development KPI helps software development teams to measure product quality. Teams measure the number of defects for every 1,000 lines of source code or “Kilo Source Lines of Code” (KSLOC).

  • Customer satisfaction (CSAT) - Among product management metrics, customer satisfaction (CSAT) helps you to measure the overall customer experience. All companies including enterprises, start-ups, SaaS companies, etc. can use this measurable indicator.

  • Use a survey tool. Design questions that cover all aspects of the user experience. Analyze the customer satisfaction score and detailed responses. You can see which customers are unhappy, subsequently, take corrective actions. CSAT = (the number of positive responses from customers) x 100/the total number of survey responses.

  • Stickiness - Stickiness, a product management KPI helps you to understand how often users utilize your product. You can find out whether users return to your product.

  • The stickiness ratio = Daily active users (DAUs) / Monthly active users (MAUs).

KPI’s by Industry


  • Average Hospital Stay: Evaluate the amount of time patients are staying

  • Bed Occupancy Rate: Monitor the availability of hospital beds

  • Medical Equipment Utilization: Track the utilization of your equipment

  • Patient Drug Cost Per Stay: Improve cost management of medications

  • Treatment Costs: Calculate how much a patient costs to your facility

  • Patient Room Turnover Rate: Balance the turnover with speed and quality

  • Patient Follow-up Rate: Measure the care for your patients over time

  • Hospital Readmission Rates: Track how many patients are coming back

  • Patient Wait Time: Monitor waiting times to increase patient satisfaction

  • Patient Satisfaction: Analyze patient satisfaction in detail

  • Staff-to-Patient Ratio: Ensure you have enough staff to care for patients

  • Canceled/missed appointments: Keep track of patients’ appointments

  • Patient Safety: Prevent incidents happening in your facility

  • ER Wait Time: Identify rush hours in your emergency room

  • Costs by Payer: Understand the type of health insurance of your patients


  • Shipping Time: Spot potential issues in your order fulfilment process

  • Order Accuracy: Monitor the degree of incidents

  • Picking Accuracy: How many orders are picked without errors?

  • Delivery Time: Track your average delivery time in detail

  • Pick & Pack Cycle Time: Track the time it takes to pick and pack your orders

  • Equipment Utilization Rate: Is your equipment enough for your workforce?

  • Transportation Costs: Analyze all costs from the order placement to delivery

  • Warehousing Costs: Optimize the expenses of your warehouse

  • Pick & Pack Costs: Monitor all costs related to your pick & pack process

  • Use of Packing Material: Optimize your materials usage

  • Number of Shipments: Understand how many orders are shipped

  • Inventory Accuracy: Avoid problems because of inaccurate inventory

  • Inventory Turnover: Track how many times your entire inventory is sold

  • Inventory to Sales Ratio: Identify a potential overstock


  • Production Volume: Track the quantities that you are able to produce

  • Production Downtime: Analyze and optimize your maintenance

  • Production Costs: Monitor the costs implied in the production

  • Overall Operations Effectiveness (OOE): Evaluate your operational efficiency

  • Overall Equipment Effectiveness (OEE): Assess the scheduled efficiency

  • Total Effective Equipment Performance (TEEP): Track overall effectiveness

  • Capacity Utilization: Maximize the use of your capacities

  • Defect Density: Track the damaged items right away

  • Rate of Return: Measure how many items are sent back

  • On-time Delivery: Ensure your products are delivered on time

  • Right First Time: Understand the performance of your production process

  • Asset Turnover: Acknowledge your assets in relation to your revenue

  • Unit Costs: Track and optimize your units costs over time

  • Return on Assets: See how profitable your business is relative to its assets

  • Maintenance Costs: Evaluate your equipment costs in the long run

  • Revenue Per Employee: Measure the success of your workforce


  • Website Traffic/Foot Traffic: Evaluate your marketing and ads’ efforts

  • Average Transaction Size: Analyze the purchasing behavior of customers

  • Average Units per Customer: Get insights on customer behavior trends

  • Total Volume of Sales: Track your sales numbers over time

  • Sell-through Rate: Compare the inventory received and sold

  • Back Order Rate: Measure the ability to fulfill customer orders

  • Rate of Return: Evaluate the number of orders returned to you

  • Customer Retention: Learn how to keep customers in the long run

  • Retail Conversion Rate: Improve your retail conversions

  • Total Orders: See the evolution of orders placement

  • Total Sales by Region: Evaluate how much you sell and where

  • Order Status: Track and analyze your orders in real-time

  • Perfect Order Rate: See how many orders are delivered without incidents

  • Return Reason: Get insights on why customers return their orders

  • GMROI: Track the relation between investments and returns

  • Monthly Revenue Per Employee: Evaluate the value of your employees

Digital Medial

  • Top Articles by Reader: Learn from your best-reading pieces

  • Top Content Categories: Circle the type of articles that attract the most readers on your platform

  • Subscriber by Age and Gender: Analyze the profile of your readership

  • Average Clicker per Post: Calculate how many clicks your content gets

  • Average Shares per Post: Evaluate how many times your content is shared on different social media platforms

  • New vs. Lost Followers: How many followers did you gain in total?

  • Flesch Reading Ease: Adapt your writing style and measure its complexity

  • Average Comments per Article: Track the comments your articles receive on your platform as a quality indicator

  • Story Turnaround Time: How long does it take an article to get published?

Fast Moving Consumer Goods

  • Out of Stock Rate: Measure your ability to meet customer demand

  • Delivered On-Time & In-Full: Monitor the delivery performance

  • Average Time To Sell: Track how long you need to sell your products

  • Sold Products Within Freshness Date: Take care of expiration dates

  • Cash-to-Cash Cycle Time: Analyze your cash cycle time in detail

  • Supply Chain Costs: Understand supply chain costs by category

  • Supply Chain Costs vs Sales: Compare your supply chain costs against sales

  • Carrying Cost of Inventory: Assess the costs your inventory holds

  • On-Shelf Availability: Measure the impact on your sales

  • Margin by Product Category: Identify your most profitable products


  • Power Cuts & Average Duration: Monitor the downtime of your facility

  • Consumption by Sector: Track the consumption by sector in detail

  • Total Shareholder Return: See the value you offer to your shareholders

  • Operating Cash Flow: Analyze the generated amount of cash

  • Production Costs: Compare costs for different energy sources

  • Availability Factor: Monitor the amount of time your plant is operating

  • Energy Production Distribution: Anticipate future consumer demand

  • Performance Ratio: Track and improve the efficiency of your assets

Market Research

  • Unaided Brand Awareness: Measure the active brand recall

  • Aided Brand Awareness: Evaluate consumers’ ability to recognize a brand

  • Brand Image: Find out the impression consumers have of a brand

  • Celebrity Analysis: See which celebrity is associated with your image

  • Usage Intention: Get insights on a new product potential

  • Purchase Intention: Forecast future customer purchasing behavior

  • Willingness To Pay: Analyze the price range of a future product

  • Net Promoter Score: Evaluate customer loyalty and satisfaction

  • Customer Satisfaction Score: Measure the customer satisfaction

  • Customer Effort Score: Track the customer experience with a brand

KPI’s by Marketing Platform


  • Number of Fans: Is my number of fans actually important?

  • Follower Demographics: Where does my audience come from?

  • Page Views by Sources: How many people have seen my Page?

  • Actions on Page: What are people exactly doing on my Page?

  • Reach by Post Type: Which post type works best on Facebook?

  • Post Engagement Rate: How vital is my Average Engagement rate?

  • Click-Through-Rate (CTR): What is a good CTR for my Facebook posts?

  • Ad Impressions & Frequency: How are my ads performing over time?

  • CPM & CTR of Facebook Ads: How much my campaigns should cost?

  • Cost per Conversion: Where do you get conversions for the lowest price?


  • Followers’ Demographics: Where do my followers come from?

  • Number of Followers: Is my business influential enough?

  • Impressions & Reach: How many people have seen my page?

  • Engagement Rate: What kind of content engages most?

  • Company Update Stats: How are my updates received?

  • Viewer Information: Who viewed my profile and updates?

  • Contact & Network Growth: Where should I find new contacts?

  • Profile Views by Job Title: How is my profile performing over time?

  • Post Views & Engagements: How is my engagement developing?


  • Average Amount of Link Clicks: How many users have clicked on my links?

  • Average Engagement Rate: Are my Tweets interesting to my audience?

  • Average Amount of Impressions: How many users have seen my content?

  • Top 5 Tweets by Engagement: Which Tweets perform the best?

  • CPM of Twitter Ads: How much do you spend for 1000 Impressions?

  • Results Rate of Twitter Ads: How is my campaign performance tracked?

  • Cost per Result of Twitter Ads: How much am I spending per tracked result?

  • Interests of followers: What are my Followers focused on?

  • Number of Followers: How many followers do I gain or lose?

  • Hashtag Performance: Which hashtags work best for you?


  • Total Watch Time: How long have users watched my videos?

  • Total Amount of Video Views: Which videos are particularly interesting?

  • Viewer Retention: Are my videos captivating viewers?

  • Video Engagement: How do viewers react to my videos?

  • Number of Subscribers: How many subscribers have I gained or lost?

  • Daily Active Users (DAU): How many people are watching daily?

  • Traffic Source: Where does my Traffic come from?

  • Subscribers’ Demographics: Where do my subscribers come from?

  • Top 5 Videos by Views: What kind of videos resonates the best?

Google Analytics

  • Sessions and Users: How does the website traffic develop?

  • New and Returning Visitors: How often do users return to the website?

  • Bounce Rate: Are the visitors' requirements being met?

  • Goal Conversion Rate: Do visitors perform desired target actions?

  • Time on Page: How much time do visitors spend on a page?

  • Average Page Load Time: How important is the page speed, actually?

  • Bounce Rate by Browser: Are there issues with certain browsers?

  • Organic vs Paid Sessions: What is the share of organic traffic?

  • Average Session Duration: What is the quality of the generated traffic?

  • Top 5 Search Queries: What are the most common search queries?

  • Users by Gender: What is the gender and age distribution?

  • Pages per Session: How many pages are being visited on average?

  • Best Pages by Gender: What content has the most page views?

  • Top 10 Landing Pages: Which landing pages are most relevant?

Google AdWords

  • Number of Clicks: Which keywords generate the highest number of clicks?

  • Click-Through-Rate (CTR): How appealing do the advertisements appear?

  • Quality Score: How relevant are the advertisements?

  • Cost-per-Click (CPC): How much does a click on the ad costs?

  • Ad Position: How does the ad position affect the CTR?

  • Conversion Rate: Which campaigns convert the best?

  • Cost per Conversion: Which campaigns are most effective?

  • Budget Attainment: How exactly are budget targets implemented?

  • Cost per Mille (CPM): How high is the CPM for specific placements?

  • Impression Share: How well do your ads perform on GDN?

  • View-Through-Conversions: How often do users convert without clicking?


  • Lead Response Time: How long does the lead processing take?

  • Follow-Up Contact Rate: Have leads been processed consistently?

  • Open Pipeline Value: How is the current open pipeline value composed?

  • Open Pipeline by Product Package: What is the open value by product package?

  • Pipeline Value Forecast: What is your predicted sales value?

  • Average Contract Value: What is the Average Contract Value?

  • Annual Contractual Value: What is the annual value of your contracts?

  • Average Sales Cycle Length: How long does it take to close a lead?

  • Sales Activity: What do the sales employees spend their time on?

  • Outbound-Calls: Which weekdays are the most promising?

  • Outbound-Calls Contact Rate: Which sales representatives perform best?

  • Number of Demos: How many calls you have to make for a product demo?

  • Total Amount of Inbound Leads: How many inbound leads do you receive?

  • Lead-to-Opportunity Ratio: How valuable is your average lead quality?

  • Opportunity-to-Win Ratio: How often do you close qualified leads?

  • Lead Conversion Rate: How many leads are required for one new deal?


  • Tickets & Ticket-Status: What is the status of customer inquiries?

  • First Response Time (FRT): How quickly do you react to customer requests?

  • Average Resolution Time: How long do you need to close a request?

  • Customer Satisfaction: How satisfied are your customers with the solution?

  • Tickets by Types: What are the main customer concerns?

  • Tickets by Channels: Which contact options do customers use?

  • Top Agents: Who is the most effective support agent?

  • Average Answer Time: How quickly do your agents answer the calls?

  • Unsuccessful Inbound Calls: When and how are your clients failing to reach you?

  • Quality Rate: Are your clients happy with your calls service?

  • Average Leg Talk Time: How long it takes your agents to resolve a call?

  • First Contact Resolution Rate: How often can tickets be directly resolved?

  • Utilization Rate: Which employees are not fully utilized?

  • Net Promoter Score: Are customers recommending you to others?


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