If a team improves the bottom line and can't prove it, did it really help the business at all? Determining your Key Performance Indicators (KPIs) early will help you measure success, prove value, and make better business decisions as you drive towards your objectives.
A key performance indicator (KPI) is a measurable value that illustrates how effectively a company is performing towards key business objectives. Organizations use KPIs to monitor their success at reaching targets.
KPIs help evaluate a company’s progress in accomplishing key objectives. These metrics are used at all levels, helping executives, managers, and employees identify where improvements can be made. KPIs lead to better decisions and more effective goal execution. The most essential KPI is revenue, but many others can be used based on a company’s goals.
KPIs must be selected so that they align with a company’s strategy and goals. They also need to be relevant to the industry, department, team, and skillset of the individual employee.
KPIs are wonderful tools, but only when quantifiable goals are set in advance. This is where objectives and key results (OKRs) are beneficial. OKRs are an essential tool for defining goals. Different companies and departments will use a different set of OKRs and KPIs to measure success.
While KPIs evaluate success, there is no one-size-fits-all. For example, a sales team might set a goal to increase its productivity. In this case, its KPIs might look something like this:
KPI (1): Sales revenue
KPI (2): Win ratio
KPI (3): Average deal size
If the sales revenue (KPI 1) is high and the win ratio (KPI 2) is high, but the average deal size (KPI 3) is too low, this last area may require more managerial commitment.
Whitepaper: Measuring and Analyzing Work
Whitepaper: Creating a Process That Works
Below are some KPI examples based on more senior roles to give you an idea of what KPIs can be for different departments or teams.
Social media followers
Share of voice
Average cost per lead (CPL)
Number of conversions
PPC or AdWord CTR
Website or landing page conversion rate
ROI per partner
Partner market share
Employee satisfaction index
SCR (salary competitiveness ratio)
Progress vs. schedule (deadlines successfully met?)
P-O or P-1 active bugs in production
Number of P-0 or P-1 bugs in product
Covered project requirements
Product engagement rate
Customer NPS from product feedback
Customer NPS score
Customer satisfaction (CSAT) score
Customer retention rate
Average response time
Average resolution time
Operating cash flow
Payroll headcount ratio
Labor utilization (employee ROI)
Project schedule variance (missed deadlines)
Rework (work that had to be done again)
Having numbers, graphs, and charts will give your team cred, but it's not worth it if you end up wasting a bunch of time to get the data.
The first step in avoiding this is making sure you're measuring what matters. If you're collecting data just for the sake of having more graphs, then ditch that KPI or trade it out for something that will actually help your team be more cost or time efficient or improve the quality of your deliverables.
Start measuring the right key performance indicators (if you aren't already) so you can show your company that you and your team are an invaluable and integral part of the success of the business, and to ensure that work stays in your hands.