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
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
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
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
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
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
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
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
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
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
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
