# KPI Library

## Find a wealth of individual KPIs for your business

### Browse the KPI Library

Welcome to the KPI Library. Here you'll find lots of industry focused KPIs to help you jump start your performance monitoring. Everything from Call center focused KPIs to Transportation and almost anything you can think of in between.

Each KPI has been created and tested by industry experts focusing on a best practice approach to performance management.

These KPIs and even KPI templates can also be found in your SimpleKPI account by going to the KPIs tab. Feel free to use these KPIs as and where you like.

We're always open to new suggestions and KPIs to include in the library, so if there is some subject, industry or category you think we've missed we'd be happy to know.

## KPI Categories

### Call Center (13)

#### Abandoned Calls

The total number of abandoned calls

#### Agent Days Worked

The number of agent days worked this month

#### Average Wait Time

The number of seconds a caller has to wait

#### Call Center Expenses

Total expenses for the call center

#### Call Conversions

The number of calls converted to sales

#### Call Handle Time

The average length of a call

#### Calls Conversion Percentage

The percentage of calls converted to sales

#### Cost Per Call

The number of calls divided by the call center expenses

#### Customer Satisfaction

Customer Satisfaction Percentage

#### First Contact Resolution

The number of resolutions completed on first call

#### Inbound Calls

The total number of answered and unanswered calls

#### Service Grade

The number of inbound calls answered within 10 seconds

#### Total Answered Calls

The number of calls answered

### Charities / Non Profit (5)

#### Admissions

The number of admissions this week

#### Bed Occupancy

Bed Occupancy this week

#### Planned Discharges

The number of Planned Discharges this week

#### Referrals

The number of referrals this week

#### Unplanned discharges

The number of unplanned discharges this week

### Construction (8)

#### Construction Hours to date

The total amount of construction hours to date

#### Construction schedule variance

The construction schedule variance

#### Cost Per Km / Mile

The cost of 1km or mile of construction

#### Defect rework cost

The total cost of fixing defects

#### Defects Found

The number of defects found by the client

#### Projected Construction hours

The projected construction hours

#### Safety: Reportable Incidents

The total number of reportable safety incidents this period

#### Square Meter Cost

The cost of construction for a Square Meter

### Customer Services (10)

#### Complaint Percentage

The percentage of complaints received

#### Complaint resolution time

The time taken to resolve a customer complaint

#### Customer Complaints: Verbal

The number of verbal customer complaints

#### Customer Complaints: Written

The number of written customer complaints

#### Overdue Service Requests

The percentage of overdue service requests or queries

#### Positive feedback

The number of positive comments and feedback

#### Satisfaction Surveys

The number of customers or clients given a satisfaction survey

#### Satisfied Customers

The percentage of satisfied customers this period

#### Service Desk Costs

The operating costs of the service desk

#### Warranty Claims

The number of warranty claims this period

### Finance (18)

#### Consulting Revenue

Revenue from financial consulting

#### Cost of goods / Services

Inventory costs of goods or services sold

#### Daily Cash

Combined Cash Balance

#### Disputed Invoices

The percentage of disputed invoices

#### EBIT

Earnings before interest and taxes.

#### Financial Reporting Accuracy

The percentage of accurate reports produced each month

#### Gross Profit Margin

Difference between revenue and cost before accounting for other costs.

#### Margin

The total Margin

#### Net Assets

The total Net Assets

#### Net Profit

The measure of profitability after accounting for all costs

#### Net Profit Margin

Percentage comparing net profit after taxes to revenue

#### Number of Employees

The number of employees

#### Order entry

Daily order entry

#### Outstanding invoice amount

Settlement of Outstanding Invoices

#### Overdue Invoices

The number of invoices that are overdue

#### Revenue

Income received from business activities

#### Revenue per employee

Revenue by the total number of work force

#### Working Capital

Current assets minus current liabilities

### Healthcare (9)

#### Hospital Infection rate

# Patients contracting an infection from the hospital

#### Locum Spend

Locum Spend

#### MURS

Medicine Use Reviews

#### NMS

New Medicine Services Completed

#### Prescriptions

The number of prescriptions

#### Prescriptions dispensed

The number of prescriptions dispensed

#### Triage Presentations

The number of Triage Presentations this period

#### Triage Treatments

The number of Triage Treatments

#### Waiting Times

The average waiting time

### Libraries (19)

#### Cost Per Search

Cost per search

#### Customer Satisfaction average

The customer satisfaction average

#### Customer satisfaction completions

The number of visitors completing a satisfaction survey

#### EBooks

The total number of Electronic EBooks used

#### Electronic Expenditure

Expenditure on electronic resources, e-journals, databases

#### Electronic Journal Downloads

The total number of electronic downloads

#### Electronic resources expenditure %

Electronic expenditure % of total expenditure

#### Info Expenditure %

Info expenditure % of total expenditure

#### Information Expenditure

Expenditure on information, books, journals etc.

#### Items Loaned

The total number of items loaned

#### Items loaned per visitor

Average number of items loaned per visitor

#### Library Expenditure

Total library expenditure

#### Library expenditure per Visitor

Average spend per unique visitor

#### Number of Searches

The number of information searches

#### Occupancy

The percentage occupancy of the premises

#### Staffing Expenditure

Staffing costs

#### Total Visitors

The total number of visitors

#### Unique Visitors

Unique Visitors

#### Viewings to let ratio

Percentage of viewings to tenancies

### Manufacturing (18)

#### Actual Production Cost

The actual cost of production

#### Actual Production Time

The actual product time

#### Availability OEE

The Actual production time / Potential production time

#### Average cycle time – ACT

Time from the order to the delivery of final ordered product

#### Cycle Time Ratio – CTR

CTR Standard cycle time / the real cycle time

#### Labor cost per unit

Total labor costs / number of units manufactured this period

#### Labor Costs

Labor Costs this period

#### Number of Days

Number of days units are in the production process uncompleted

#### Number of units unfinished

The amount of unfinished units in the production process

#### Potential Production Time

The total potential production time

#### Production cost variance

PCV - Actual production cost / standard production cost

#### Production losses

The number of finished products / overall production

#### Real Cycle Time

The Real Cycle Time

#### Standard Cycle Time

The Standard Cycle Time

#### Standard Production Cost

The standard cost of production

#### Units Manufactured

Units manufactured this period

#### Units on time

The number of units finished on time

#### Value of work in progress

The Value of units that are in the production process

### Operations (11)

#### Actual Productive Time

The actual productive time of the machine or plant

#### Carbon Footprint

The carbon usage this period in Tonnes

#### Down Time Percentage

The calculated percentage downtime of the machine or plant

#### Planned Productive Time

The planned Productive time of the machine or plant

#### Product Recycling Rate

The percentage of the product that is recycled

#### Supplier Performance Score

The total supplier performance score

#### Supply Chain Miles

Product location to final delivery in miles

#### Total Waste Created

The total volume of waste created this period

#### Waste Recycled

The volume of waste recycled this period

#### Waste Recycling Rate

The percentage of waste that is recycled

#### Wasted Material

The wasted raw material this period

### Rental Lettings (11)

#### Actively let properties

The number of actively let properties

#### Average property letting time

The average time taken to let a new property

#### Average tenure of property

Average tenure per property over a 12 month period

#### Early termination

The number of early terminations

#### Property manager properties

Average number of properties managed per property manager

#### Property Viewings

Viewings on a property before a successful tenancy agreement

#### Registered / Actively looking

The number of registered people looking for properties

#### Re-letting time

The average number of weeks taken to re-let a property

#### Rent Arrears Evictions

Percent of tenants evicted as a result of rent arrears

#### Reported Defects

The number of defects reported per month

#### Seeking Possession Served

The number of possession orders served

### Retail (16)

#### Average Basket Spend

The average amount spent per transaction

#### Average Shopping Time

The average shopping time for the period

#### Cost of Goods

The retail price minus the markup = Cost of Goods

#### Customer Retention

The number of repeat customers compared to first time purchasers

#### Fixed Cost Per period

The total cost of opening for the period

#### Gross Margin

Total sales minus the cost of goods

#### Gross Sales

The total value of all sales

#### Net Sales

Gross Sales - Returns and Allowances

#### Offline Sales

Offline Sales / In-Store

#### Online Purchases

Online purchases

#### Online Vs In-store purchases

The percentage of online to store purchases

#### Retail Price

The total cost of Goods plus the markup

#### Returns & Allowances

The values of Returns & Allowances

#### Shop Visitors

the number of visits

#### Transaction Count

The amount of transactions

#### Visitor buying Ratio

Visitors buying ratio

### Sales (19)

#### Attempted 'Up Sales'

The number of attempted 'Up Sales' by unit

#### Average Sale Revenue

The average revenue per sale

#### Closing efficiency

Number of quotes to closed sales

#### Cost of Sales Force

The cost of the sales force

#### Face to Face visits

The number of face to face customer visits

#### New Sales Percentage

New versus repeat sales percentage

#### New Sales Revenue

Sales Revenue From New Customers

#### Number of Sales

The number of sales by unit

#### Opportunities

The number of opportunities / leads /contacts

#### Proposals Issued

Number of proposal issued

#### Proposals lost

No. of lost proposals.

#### Prospect Meetings

The number of prospect meetings

#### Quotes

The number of quotes by unit

#### Repeat Sales Revenue

Sales Revenue from Repeat Customers

#### Sales Pipeline Value

The current value of sales opportunities

#### Sales Revenue

Sales revenue for this period

#### Successful 'Up sales'

Number of successful 'Up Sales' by unit

#### Up-selling Success Rate

The percentage of successful up-selling attempts

#### Value of Quotes

The Value of Quotes this period

### SEO (19)

#### Average site time

The average visitor time on the website

#### Blog Posts

The number of blog posts this period

#### Bounce Rate

The bounce rate this week

#### Case Studies

The number of case studies this period

#### Clicks from Google

The number of clicks from Google

#### Goal Conversion Rate

The percentage of visitors to a site that have completed a set action or goal

#### Google impressions

The number of Google impressions this week

#### Inbound Links

The number of inbound links to your website

#### Keyword position

The position of searched keyword

#### Natural Search Traffic

The number of visits coming from natural searches

#### OSOV - Online Share of Voice

The ratio of positive, negative and neutral comment about your product, service or company

#### PPC Traffic

The number of visitors from PPC

#### Press Release

The number of press releases this period

#### Returning visitors

No. of Returning Visitors to your website

#### SMM Post Activity

The number of posts, blogs or tweets this period

#### Tweets

The number of tweets this period

#### Unique website visitors

The total number of unique visitors this period

#### Webinars this period

The number of webinars produced this period

#### White Papers

The number of white papers produced and distributed this period

### Software as a Service (SaaS) (16)

#### Active accounts

The total number of active / paid accounts

#### Bugs Reported

The number of bugs reported this period

#### Canceled Demos / Webinars

The number of canceled demos / webinars this period

#### Converted Trials

The number of trials converted into paid accounts

#### Cost per paid account

The total cost of obtaining a new account

#### Cost per trial

The cost per trial

#### Demo Requests

The number of demo requests

#### Live Demo / Webinar completion

The number of live demos / Webinars completed this period

#### Multiple Logins

The amount of users that login more than once

#### New Data import

The number of accounts that have added their own data

#### New Trial Accounts

The number of new trial accounts

#### Online Marketing Spend

The total cost of online marketing this period

#### Releases

The number of releases this period

#### Trial Conversion Percentage

The percentage of trials converted into paid accounts

#### Visitor / Trial Percentage

The number of visitors that convert into new trials

#### Webinar / Demo success

The number of Demos / Webinars into paid accounts

### Transportation & Haulage (23)

#### Average ETA

The average estimate time of arrival

#### Booked future pickups

The number of pickups booked for a future date

#### Canceled Pickup / Orders

The number of pickups or orders canceled

#### Damage Rate

The damage percentage of total deliveries

#### Delivered On time %

% of orders delivered on time

#### Deliveries

Total Deliveries for the period

#### Drivers Absent

The number of drivers currently absent

#### Fleet Costs

Total running costs per vehicle (new fleet)

#### Incorrect or No Paperwork

Incorrect or no paperwork

#### Late deliveries

The number of deliveries arriving outside the time slot

#### Number of Drivers Available

The total number of drivers available for the period

#### On Time Deliveries

Number of Deliveries completed on time

#### On-site damage

Damages discovered after unloading delivery

#### Operating Vehicles

The # of vehicles operating in this period

#### Pre-loading Damage

Damage found prior to loading

#### Premium pickups / orders

The number of premium pickups or orders

#### Routed Distance

The total Kms or Miles in a direct route

#### Routed Hours

Total hours in a direct route

#### Total Pickups / Orders

The total number of pickups or orders per day

#### Transit Damage

Damage discovered before unloading after transit

#### Unable to deliver

The number of deliveries unable to be fulfilled

#### Warehouse Space

Space left in the warehouse Msq

#### Wrong Delivery details

The number of incorrect delivery details