KPI Library
Industry-specific Key Performance Indicators (KPIs) to apply in your metrics
Sequence Completion Rate
Percentage of prospects who complete a full multi-step outreach sequence without opting out
Service Delivery Timeliness
Percentage of citizen services or applications processed within the statutory or target timeframe
Service Level Adherence
Percentage of customer contacts answered within the target response time
Service Utilisation Rate
Percentage of available programme capacity (places, sessions, beds) that is actually used
Share of Voice (SOV)
Brand’s share of total industry conversation or advertising presence across channels
Shared Services Cost Allocation Accuracy
Percentage of internal cost allocations to business units that are correctly calculated and accepted without dispute
Skills Gap Coverage Rate
Percentage of identified critical skill gaps in the workforce that are being actively addressed through training or hiring
Smart Meter Deployment Rate
Percentage of eligible customer premises with a smart meter installed
Social Media Engagement Rate
Average engagement (likes, comments, shares, saves) as a percentage of total followers or reach
Social Media Follower Growth
Rate of growth in the organisation’s social media following across platforms
Social Media Follower Growth Rate
Rate of growth in total followers/subscribers across social channels
Social Media Reach
Total number of unique users who saw the brand’s content across social platforms in a period
Social Return on Investment (SROI)
Estimated social value generated for every dollar of organisational spend
Software Licence Utilisation Rate
Percentage of purchased software licences actively used
Sourcing Channel Effectiveness
Percentage of successful hires attributed to each recruitment channel (job boards, referrals, agencies, LinkedIn)
Span of Control
Average number of direct reports per manager, used to assess management structure and capacity
Speaking Engagement Volume
Number of conference presentations, panels, or webinar appearances by firm representatives in a period
Sprint Velocity
Average number of story points completed per sprint over a rolling period
SQL Conversion Rate
Percentage of Marketing Qualified Leads (MQLs) that the SDR converts to Sales Qualified Leads (SQLs)
Staff Sickness Absence Rate
Average number of working days lost per employee due to sickness, indicating workforce wellbeing
Staff Turnover Rate
Percentage of paid employees who leave the organisation in a period, a key indicator of culture and sustainability
Stage-to-Stage Conversion Rate
Percentage of deals that advance from one pipeline stage to the next
Statement of Work (SoW) Renewal Rate
Percentage of project or retainer contracts renewed at expiry
Stock-Out Rate
Percentage of SKUs or product lines that experience a stock-out at any point in a period
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