Customer Engagement measures the level to which customers are engaged with the brand of a business. It is a survey based measure of the strength of a customer's relationship with an organisation. This...

Customer Engagement measures the level to which customers are engaged with the brand of a business. It is a survey based measure of the strength of a customer's relationship with an organisation.
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.
b. SERVQUAL
SERVQUAL is a measure of the service quality a company provides to its customers. Based on a multi-item survey that takes into account both service expectations and service perceptions it provides an insight into the gap between the service level customers expect and their actual view of the service.
2. Completing projects on budget (professional fees worked
a. Project Cost Variance
Project Cost Variance (PCV) is an indicator of the extent to which projects are delivered within budget.
Project Cost Variance (PCV) = SPC - APC
Where SPC is the Scheduled Project Costs
And APC is the Actual Project Costs
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.
b. Earned Value
Earned Value (EV) measures the extent to which projects are making the desired progress. It allows companies to understand how much work has been completed as well as the costs of the work, both in relation to the project expectations.
EV = % complete x BCWP
Where BCWP is the Budgeted Cost of Work Performed = the total budgeted costs for labour and resources for the project.
Performance Level = (ACWC / EV) x 100
Where ACWC is the Actual Cost of Work Scheduled or the total amount in labour and resources that has been spent on the project to date.
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.
3. Delivering Projects on Time
a. Project Schedule Variance
Project Schedule Variance (PSV) is a measure of the extent to which projects are delivered on schedule.
Project Schedule Variance (PSV) = SCT - ACT
Where ACT is the Actual Completion Time
And SCT is the Scheduled Completion Time
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.
b. TBD
4. Maintaining adequate staff at firm
a. Human Capital Value Added (HCVA) is a measure of the extent to which employees add value to the business.
HCVA = Revenue - (Total Costs - Employment Cost) / Full Time Employees
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.
b. Revenue per Employee is an indicator of how much revenue is generated per employee - and therefore an important productivity ratio.
Revenue per Employee = Revenue / Number of (full time equivalent) Employees
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.
Important for a consulting firm as their revenue’s are dependent on consultant hours.
5. Ensure staff quality of life (leads to longer employee retention)
a. Average Employee Tenure
Average Employee Tenure is a measure of the time employees tend to stay with a particular company. Employee tenure can provide insights into employee loyalty, employee satisfaction as well as the freshness level of the workforce.
Average Employee Tenure = Sum of all tenures / number of full-time employees
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.
Note for Self - Also look at employee satisfaction.
b. Time Lost due to Accidents or Injuries
Time Lost due to Accidents or Injuries is an indicator of safety in the operational environment of a business and indicates the risks of accidents
Time Lost Due to Accidents or Injuries (LTI) = number of man days lost due to accidents or injury in a period/total hours worked in this period
Explain … Cleanliness, flu injuries, safety etc.. Give example att
6. New business won.
a. Brand Equity
Brand Equity is a measure of the value a brand adds to an organisation's products or services. Brand equity can result in price premiums or customer loyalty.
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.
b. Customer Lifetime Value
Customer Lifetime Value is an indicator of the financial value a customer provides over the lifespan of the entire customer relationship.
This indicator is included in the book: Key Performance Indicators - the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and acutal usage.