For example, a massage company may notice that the bulk of its profits come from repeat customers to the same masseuse. They wish to move more of their business towards repeat customers and the steadier, long-term cash flow they represent. One of the most important KPIs for this company is therefore the number of repeat customers a masseuse gets. By tracking which customers request a masseuse by name and have been in before, they are able to accurately calculate this KPI. They may then set a specific goal for their KPIs, such as 50% of customers being repeat business, and track how their employees meet this KPI. Employees that meet or exceed the target are rewarded, while employees that fall short are given further training in order to achieve the KPI target.
KPIs may be differentiated in a number of ways. Directional KPIs, for example, give a simple better-or-worse rating for a specific area of your business and track whether or not business is improving. Quantifiable KPIs, on the other hand, are represented as a number and allow for more accurate analysis of the data. Even KPIs that are not initially in numeric form may be translated into numbers. A user rating system of Poor, Fair, Good, and Excellent, for example, may be translated to a number scale of one to four.
Lastly, it is important to recognize whether KPIs are within the ability of the business to affect or not. While it may be important to track KPIs such as customer fall-off due to inflation, the active factor of inflation is not actionable for the company, and is therefore less important than KPIs which may be directly acted upon by the business.Overall, KPIs offer an excellent opportunity for businesses to target specific areas of desired growth and achieve maximum results. Many banks and other lending institutions make KPI data available to borrowers to help them achieve greater profits, and it is worth looking into whether your lending institution offers this service.