Client KPIs

What are client KPIs?

Key Performance Indicators (KPIs) are an essential tool for measuring progress towards achieving business objectives.

When conducting client research, it is important to define and track KPIs that are relevant to the client's goals to increase your understanding of the issues your client is facing and help develop your client strategy. You will have a clearer picture of what services you can offer that address their needs.

• The KPI name should clearly communicate what is being measured.
• Enter the unit of measurement for the KPI. This is the quantifiable measure that will be used to track progress.
• Enter the year this KPI is being measured for. You can measure the same KPI for different years to get an understanding of trends.
• Set a target for the KPI. This is the level of performance that the client hopes to achieve.

Evaluate the client's performance.

• Enter the achieved value for the KPI. This is the actual level of performance that has been achieved.
• Choose a rating that reflects the client's performance in relation to the target. The rating options are Met, Exceeded, or Not Met. Enter comments that explain the client's performance. This is an opportunity to provide context and insights into the factors that contributed to the outcome.
• Add comments explaining the KPI performance, and how your organization can offer services to improve the client's performance on this KPI.