KPIs - Spider Strategies

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.

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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

Customer Service

Most commonly used KPIs

  • Average response time
  • Top support agents
  • Customer retention

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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