Tag Archives: satisfaction

Number of internal promotions

Definition:
Number of promotions that have been grant to current employees. This figure can be important in the employee development policy.

Calculation:
(Number of promoted employess for open job positions / total filled job positions) * 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Higher Is Better

Strategic objective:
Skilled and experienced workforce

Investment in new product support and training

Definition:
Amount of money that has been invested to increase the quality of product support.

Calculation:
Sum of investment in product support

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

Interpretation of results: Depends On The Goals

Strategic objective:
Skilled and experienced workforce

Recruitment rating

Definition:
The score of the recruitment department, given by new employees and/or other applicants.

Calculation:
Average of the scores

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

Satisfaction with a balanced working and nonworking life

Definition:
Measure of the satisfaction of employees with the work-life balance. Can be measured by staff surveys.

Calculation:
Average of scores

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

Interpretation of results: Higher Is Better

Strategic objective:
Efficient operations

Number of recognition events to staff

Definition:
The frequency of recognition to staff: awards, financial bonuses for a specific tast, etc.

Calculation:
Amount of recognition events

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

Interpretation of results: Depends On The Goals

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

Empowerment index

Definition:
Percentage of staff and managers who say in surveys that they are empowered. Empowerd means authority or power given to someone to do something.

Calculation:
(Empowered employees / total number of employees) * 100%

This KPI is measured as: Percentage (%)

Interpretation of results: Higher Is Better

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

Community/environmental satisfaction index

Definition:
Degree to which stakeholders from the environment are satisfied with the company, or a specific component of the company (e.g. Social responsibility). Measured with external survey

Calculation:
Happy stakeholders (predefined grade) / all responding stakeholders) * 100%

This KPI is measured as: Index

Interpretation of results: Higher Is Better

Strategic objective:
Working well with the community and environment

Key customer satisfaction

Definition:
Satisfaction score of the most important customers. This has to be defined in more detail: highest profitable, highest sales, strategically, etc.

Calculation:
Average of satisfaction scores of key customers

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

Interpretation of results: Higher Is Better

Strategic objective:
Retention of customers/increase sales

Waiting time

Definition:
The average time a client has to wait for its call to be answered by an employee. It is important to determine goals

Calculation:
Sum of the waiting time of all calls in the defined period / number of calls in that period

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

Interpretation of results: Lower Is Better

Strategic objective:
Minimize negative comment in the marketplace