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Non Financial Performance Indicators (Financial and Non-Financial KPI…
Non Financial Performance Indicators
Financial and Non-Financial KPI
Concentrate of too few variables
Lack of information about quality
Measuring, not ensuring success (например leading indicator)
Link to LT strategy
Significance of NF KPI
In relation to employees - мораль, навыки, особенно важно для service
KPI in sales, service
Custumer satisfaction
Repeate business
Loyalty
Quality of service
Tangibles - как обстоит дело с физическим обликом сервиса
Reliability - надежность
Responsiveness - быстро ли персонал реагирует
Assurance - надежность персонала
Emphasy
Interpreting data about qualitative issues
Branding and brand awareness
Brand awareness = recall lists
Brand loyalty = customer retantion rate