Retail & F&B KPIs for SMEs
Customer engagement KPIs are shared equally among all department heads.
Net Promoter Score
The net promoter score is a measure of customer satisfaction and customer loyalty.
It is based on a single question: "How likely is it that you would recommend [Company X or product Y or service Z] to a friend or colleague?"
Net Promoter Score = % of Promoters - % of Detractors
Customer Retention Rate
Customer retention rate is an indicator of customer loyalty (or the extent to which a company is able to keep acquired customers.
Customer Retention Rate (CRR) = Number of customers at the beginning of a period / number of those customers that remained customers at the end of a period
Customer profitability is an indicator of how much profit a business is generating from individual customers. Customer profitability is basically a measure of the net dollar contribution made by individual customers to an organisation.
Customer Lifetime Value
Customer lifetime value is an indicator of the financial value a customer provides over the lifespan of the entire customer relationship.
Customer Turnover Rate
Customer turnover rate measures customer loyalty through the rate at which acquired customers are leaving or not renewing.
Customer Turnover = Lost customers over period t / total number of customers at the end of period t
Customer engagement measures the level to which customers are engaged with the brand of a business. It is a survey based measure of the strength of a customer's relationship with an organisation.
Service quality is a measure of the service quality a company provides to its customers. Based on a survey that takes into account both service expectations and service perceptions it provides an insight into the gap between the service level customers expect and their actual view of the service.
Customer complaints are indicators of customer dissatisfaction with the goods or services a company provides.
Market share provides a measure of the relative share a business has in a given market compared to its competitors.
Relative Market Share (%) = organization's market share / largest competitor's market share.
Market Growth Rate
Market growth rate is a measure of the extent at which the market a company operates in is growing. This provides an insight into the size of the opportunity a company might have.
Market Growth Rate (%) = total sales in the market for this year / total sales in the market for last year
Brand equity is a measure of the value a brand adds to an organisation's products or services. Brand equity can result in price premiums or customer loyalty.
Conversion rate is a measure of the success rate of turning customer leads or potential customers into actual customers.
Conversion Rate = (Number of Goal Achievements / Visitors) x 100
Customer Online Engagement
Customer online engagement level measures the level of engagement of customers with each other, a company or a specific brand, measured primarily by online interaction.
Customer Online Engagement takes into account individual metrics such as duration of visits, frequency of visit, depth of visit, click-through rate as well as sales, downloads, recommendations, reviews, comments, etc.
Online Share of Voice
Online Share of Voice (OSOV) measures the relative share of online mentions of a brand (company or product), especially in social media forums, relative to competitors.
OSOV = (Number of mentions for your brand / Number of mentions for your brand and all your competitor brands) x 100
Social Networking Footprint
Social networking footprint is data collected through online tools that measure how consumers interact with a brand or a company on social media sites.
Corporate reputation is an indicator of the reputation a company has in the eyes of its customers, potential customers or the general public.
Delivery In Full, On Time (DIFOT) Rate is a measure of delivery reliability. It measures the percentage of deliveries that have been completed in full and on time.
Delivery in-full and on-time (DIFOT) = units or orders delivered in full on time / total units or orders shipped
First Contact Resolution
First contact resolution (FCR) is a measure of the effectiveness with which a company is resolving customer queries. It basically measures the rate at which customer queries are resolved at first contact.
FCR Call Statistics = (Total number of queries) / (Total number of calls) x 100