Customer Service
Most commonly used KPIs
- Average response time
- Top support agents
- Customer retention
Example KPIs
Performance management starts with figuring out what to measure.
Regardless of whether you call them KPIs, metrics, or measures, deciding what you want to track is one of the hardest parts of performance management. The good news is that you're not the first organization to do this. You can learn a lot from others like you.
KPIs and Metrics
We've assembled a collection of sample metrics and key performance indicators (KPIs) that you can use as a starting point.
By Department and Industry
We have KPIs for both common departments as well as the US Government's major industry categorizations.
Feedback
We're constantly updating our lists, so please let us know if you'd like to recommend any additions, subtractions, or changes.
KPIs by Department
Finance
Most commonly used KPIs
- Gross profit margin
- Working capital
- Budget variance
Human Resources
Most commonly used KPIs
- Overtime hours
- Training costs
- Talent satisfaction
Information Technology
Most commonly used KPIs
- Total tickets vs. open tickets
- Projects delivered on budget
- Server downtime
Marketing
Most commonly used KPIs
- Cost per lead
- Landing page conversion rate
- Engagement rate
Sales
Most commonly used KPIs
- Sales target
- Opportunity-to-win ratio
- Upsell & cross-sell rates
KPIs by Industry
Accommodation and Food Services
Most commonly used KPIs
- Cost of goods sold
- Online reviews
- Sales per employee per hour
Administrative and Support; Waste Management and Remediation Services
Most commonly used KPIs
- Percentage of reusable/recycled material
- Pollution indicators (emissions to air, effluent, solid waste)
- Renewable energy consumption
Agriculture, Forestry, Fishing, and Hunting
Most commonly used KPIs
- Average number of harvests per year
- Number of wildfires
- Percentage of natural resources sustained
Arts, Entertainment, and Recreation
Most commonly used KPIs
- Average ticket price per season
- Cost per production hour
- Occupancy rate
Construction
Most commonly used KPIs
- Number of Accidents
- Labor cost over project timeline
- Actual vs. Available working days
Educational Services
Most commonly used KPIs
- Administrative expenses
- Distance learning enrollment
- Students per faculty
Finance and Insurance
Most commonly used KPIs
- EBITDA
- Operating profit margin
- Percentage of financial reports issued on time
Health Care and Social Assistance
Most commonly used KPIs
- Average hospital stay
- Treatment costs
- Patient satisfaction
Information
Most commonly used KPIs
- Average revenue per subscription
- Average order size
- Cost per customer
Management of Companies and Enterprises
Most commonly used KPIs
- Earnings per share
- Cash-to-liabilities ratio
- Level of inherent risk
Manufacturing
Most commonly used KPIs
- Production volume
- Asset turnover
- Maintenance costs
Mining
Most commonly used KPIs
- Job site safety
- Average number of loads per hour/day/week/month
- Exploration costs
Other Services (except public administration)
Most commonly used KPIs
- Number of open service requests
- Average revenue per service delivered
- Service renewal past due percentage
Professional, Scientific, and Technical Services
Most commonly used KPIs
- Cost of managing processes
- Percentage of app development work outsourced
- Time-to-market of changes to existing products & services
Public Administration
Most commonly used KPIs
- Housing affordability
- Percentage of sheltered animals adopted
- Number of child care facilities with national accreditation
Real Estate and Rental and Leasing
Most commonly used KPIs
- Average commission per sale
- Year-to-year variance on average sold price
- Tenant turnover
Retail Trade
Most commonly used KPIs
- Average Transaction Size
- Total Sales by Region
- Customer Retention
Transportation and Warehousing
Most commonly used KPIs
- Shipping Time
- Transportation Costs
- Order Accuracy
Utilities
Most commonly used KPIs
- Energy production distribution
- Consumption by sector
- Production costs
Wholesale Trade
Most commonly used KPIs
- Order fill rate and accuracy
- Profit margin
- Freight costs
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