Tag Archives: retention

Volunteer retention rate

Definition:
Percentage of volunteers that stay for a predefined period or longer

Calculation:
(Volunteers that stay for at least the predefined period / total number of volunteers) x 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Higher Is Better

Strategic objective:
Efficient operations

Length of service of staff who have left

Definition:
Average time for employees to work at the organization before they leave for a certain (or predefined) reason.

Calculation:
Average employment duration of leaving employees

This KPI is measured as: Time (e.g. Years, Minutes)

Interpretation of results: Higher Is Better

Strategic objective:
Happy employees make happy customers, which make happy shareholders

Employee satisfaction

Definition:
The extent to which employees are satisfied of not. This can be measured by a survey, for example, on several scales and in several ways.

Calculation:
Average score of the employee satisfaction.

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Higher Is Better

Strategic objective:
Happy employees make happy customers, which make happy shareholders

Complaints not resolved within target time

Definition:
Total number of complaints that has not been solved within the targeted time.

Calculation:
Sum of unsolved complaints within given target time

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Lower Is Better

Strategic objective:
Retention of customers/minimize negative comment in the marketplace

Customers lost

Definition:
Number of customers, or the percentage of customers from the total customer file, that has been lost and is not a customer anymore.

Calculation:
Amount of lost customers, or the amount of lost customers / total number of customers

This KPI is measured as: Percentage (%)

Interpretation of results: Lower Is Better

Strategic objective:
Increase profitability, Long-term relationship with customers

Customer loyalty index

Definition:
Percentage of customer retention within customer categories. Retention means there is at least a second deal after the first one. 100% means all customers within the category did business with the company more than once. Loyalty can be specified in other ways, according to the type of business or the organisational goals. IE: the numer of customers that places an order every quarter.

Calculation:
Customers within the category with at least a second order / all customers within the category) * 100%

This KPI is measured as: Index

Interpretation of results: Higher Is Better

Strategic objective:
Long-term relationship with profitable customers

Employee turnover

Definition:
Extent to which employees leave the organization. Employee turnover indicates the level of satisfaction and motivation and the market position of the organization.

Calculation:
Number of employees that left the organization / Total number of employees

This KPI is measured as: Percentage (%)

Interpretation of results: Lower Is Better

Strategic objective:
Happy employees make happy customers, which make happy shareholders; Rentention of employees

Average time to resolve complaints

Definition:
The average time a client has to wait for help, an answer or a solution to it's complaint, question or problem.

Calculation:
Total time for solving issues / number of issues

This KPI is measured as: Time (e.g. Years, Minutes)

Interpretation of results: Lower Is Better

Strategic objective:
Retention of customers/minimize negative comment in the marketplace, customer satisfaction

Stock outs

Definition:
Out of stocks compared to total sales.

Calculation:
Out of stocks / total numer of sales

This KPI is measured as: Percentage (%)

Interpretation of results: Lower Is Better

Strategic objective:
Efficient operations, customer satisfaction

Sales team response time

Definition:
Average time from customer enquiry to sales team response.

Calculation:
Sum of the response times / number of responses

This KPI is measured as: Time (e.g. Years, Minutes)

Interpretation of results: Lower Is Better

Strategic objective:
Efficient operations, customer satisfaction