Lee Wenyong & Co.
Menu

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


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

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

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

Customer complaints are indicators of customer dissatisfaction with the goods or services a company provides. 

---

Market Share

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

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


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

Corporate reputation is an indicator of the reputation a company has in the eyes of its customers, potential customers or the general public.

---

DIFOT Rate

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

Location

Address

391B Orchard Road, Level 22, Ngee Ann City Tower B, Singapore 238874

SITE MAP

Home
HR Library
Data Protection Notice

SIGN UP

Save cashflow. 
​Subscribe to SME Survival's professional accounting and tax services and improve tax efficiency.
  • Home
  • HR Library
  • Data Protection Notice
  • Home
  • HR Library
  • Data Protection Notice