by: cgomezPosted on:

KPIs Compendium

Key Performance Indicators (KPIs) are your trusty yardsticks for measuring how well different parts of an organization, project, or process are doing. The KPIs you pick can be as unique as a fingerprint, tailored to the industry, business goals, and the data you’re tracking. But to give you a taste, here’s a versatile list of common KPIs that pop up in various domains: 📈💼🔍

Financial KPIs

  • Revenue: Total income generated by the organization.
  • Profit Margin: The percentage difference between revenue and expenses.
  • Net Profit: The organization’s total profit after deducting all expenses.
  • Gross Profit Margin: The percentage difference between revenue and the cost of goods sold (COGS).
  • Operating Margin: Profitability of core operations before interest and taxes.
  • Return on Investment (ROI): The ratio of net profit to the initial investment.
  • Earnings Before Interest and Taxes (EBIT): Earnings before interest and taxes.
  • Accounts Receivable Turnover: How quickly the company collects payments from customers.
  • Accounts Payable Turnover: How quickly the company pays its suppliers.
  • Cash Flow: The movement of cash in and out of the organization.

Sales and Marketing KPIs

  • Sales Revenue: Income generated from sales.
  • Customer Acquisition Cost (CAC): The cost of acquiring a new customer.
  • Customer Lifetime Value (CLV): The expected revenue from a customer over their lifetime.
  • Conversion Rate: The percentage of leads that convert into customers.
  • Customer Churn Rate: The rate at which customers stop using a product or service.
  • Market Share: The company’s portion of the total market.
  • Lead-to-Customer Ratio: The ratio of leads to converted customers.
  • Return on Marketing Investment (ROMI): The effectiveness of marketing campaigns.
  • Return on ad spend (ROAS): The amount of revenue earned for every dollar spent on advertising.
  • Click-Through Rate (CTR): The percentage of people who click on an online ad.
  • Customer Satisfaction (CSAT): A measure of how satisfied customers are with a product or service.

Operational KPIs

  • Inventory Turnover: How quickly inventory is sold or used.
  • On-Time Delivery: Percentage of orders delivered on time.
  • Quality Defect Rate: Percentage of products with defects.
  • Employee Productivity: Output per employee.
  • Equipment Downtime: Amount of time equipment is not operational.
  • Production Efficiency: Ratio of actual output to maximum potential output.
  • Order Fulfillment Cycle Time: Time taken from order placement to delivery.
  • Employee Turnover Rate: Percentage of employees who leave the company.
  • Safety Incident Rate: Number of safety incidents per period.
  • Inventory Accuracy: Percentage of inventory items accurately recorded.

Customer Service and Support KPIs

  • Customer Satisfaction (CSAT): A measure of customer happiness with support interactions.
  • Net Promoter Score (NPS): A measure of customer loyalty and likelihood to recommend.
  • First Response Time: Time taken to respond to customer inquiries.
  • Average Resolution Time: Time taken to resolve customer issues.
  • Customer Retention Rate: Percentage of customers retained over a specific period.
  • Customer Complaints: Number of customer complaints or issues reported.
  • Service Level Agreement (SLA) Adherence: Percentage of support requests resolved within SLA.
  • Customer Effort Score (CES): A measure of how easy it is for customers to get help.

Gaming KPIs

  • Player Retention: The number of unique players who engage with the game on a daily or monthly basis.
    • Day 1 Retention: The percentage of players who return to the game on the first day after installation.
    • Day 7 Retention: The percentage of players who return to the game one week after installation.
    • Day 30 Retention: The percentage of players who return to the game one month after installation.
  • Customer Retention Rate (CRR): The percentage of customers who stick with a company over time. CRR is often used by subscription and service businesses like SaaS, banking, and telecom companies
    • CRR = ((End number of customers - New customers gained) / Starting number of customers)
  • Daily Active Users (DAU) and Monthly Active Users (MAU): The number of unique players who engage with the game on a daily or monthly basis.
  • Stickiness: measures the ratio of users returning to the app on a monthly basis.
    • Stickiness = DAU/MAU
  • Average Revenue Per User (ARPU): The average revenue per user in a given time frame.
    • ARPU = Revenue in a given time frame/ Unique Users in the same period
  • Average Revenue Per Daily Active User (ARPDAU): The average revenue generated from each player per day.
    • ARPDAU = Daily Revenue / DAU
  • Average Session Length: The average duration of a gaming session, which can indicate player engagement.
    • ASL = Sum of all session length in a given time frame / total sessions in the same period
  • Conversion Rate: The percentage of players who complete specific actions, such as making an in-game purchase or reaching a certain level.
  • Virality and Social Sharing:
    • Viral Coefficient: Also called, K-factor, is a measure of how many new players a current player can attract to the game through social sharing or referrals.
      • K = (invites sent by each customer * conversion percentage of invites)
  • Cost Per install (CPI): When app advertisers pay a certain amount every time a user installs their app from their served advertisement. CPI is used as a pricing model in mobile apps only and has become one of the most popular models for developers.
  • Effective Cost Per Instal (eCPI): It is the “effective cost per install” or how much it costs to get a new user to use an app. It’s different from CPI (cost per install) because a good app maker does not pay for each and every new user, there is a viral effect of word-of-mouth that helps drive installs too. This is known as the K factor, or the viral coefficient. To figure out eCPI, divide the CPI by K.
  • Churn Rate: The rate at which players stop playing the game or uninstall it.
  • Lifetime Value (LTV) of Players: The estimated revenue a player is expected to generate over their entire engagement with the game.
  • In-App Purchase Metrics:
    • Average Revenue Per Paying User (ARPPU): The average revenue generated by players who make in-game purchases.
    • Conversion Rate to Paying Users: The percentage of players who make in-game purchases.
    • Average Purchase Value: The average amount spent by players on in-game purchases.
    • Repeat Purchase Rate (RPR): also known as Repeat Customer Rate (RCR), is the percentage of existing customers who make an additional purchase during a specific period.
  • User Acquisition Cost (UAC): The cost associated with acquiring new players through advertising and marketing efforts.
  • Player Progression:
    • Level Completion Rate: The percentage of players who complete specific levels or stages.
    • Time to First Win: The time it takes for a player to achieve their first victory in the game.
  • FUUU-factor: In gaming, the FUUU Factor is an important measurement of how people continue to interact with a game. It’s a general scale of difficulty for different levels.
    • FUUU-factor = (the number of attempts for level's completion) / (the number of attempts when the level has been almost completed)
  • Monetization Metrics:
    • Ad Revenue: Revenue generated from in-game advertisements.
    • In-Game Advertising
      • Click-Through Rate (CTR): The percentage of players who click on in-game ads.
      • Ad Fill Rate: The percentage of ad requests that are successfully filled with ads.
      • Net Promoter Score (NPS): Market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service to a friend or colleague.
        • NPS = % promoters - % detractors
  • Social and Community Metrics:
    • Number of Friends or Followers: The size of a player’s social network within the game.
    • Community Engagement: Metrics related to player interactions within the game’s community, such as forum posts, chat activity, and forum engagement.
  • Crash and Bug Reports: Metrics related to the stability and performance of the game, including crash rates and bug reports.
  • A/B Testing Metrics: Metrics related to testing different game features, user interfaces, and monetization strategies to optimize player engagement and revenue.

A/B Testing KPIs

  • Conversion Rate: The percentage of visitors who take the desired action (e.g., make a purchase, sign up, click a button) on each version of the page or element being tested.
  • Click-Through Rate (CTR): The percentage of users who click on a specific element, link, or call-to-action (CTA) in each version of the page.
  • Revenue per Visitor: The average revenue generated per visitor for each version of the page or campaign.
  • Engagement Metrics: Metrics like time spent on page, scroll depth, or interactions with elements (e.g., video views, form submissions) can indicate user engagement with each version.
  • Bounce Rate: The percentage of users who navigate away from the page immediately after viewing it. Lower bounce rates may indicate better user engagement.
  • User Retention: For app A/B tests, monitor user retention and how the changes impact the long-term engagement and usage of the app.
  • Conversion Funnel Metrics: Analyze how variations affect users’ progression through the conversion funnel, including drop-off rates at each stage.
  • Goal Completions: Track the number of users who complete specific goals, such as form submissions, downloads, or purchases, on each version.
  • Average Order Value (AOV): Measure the average value of orders for e-commerce websites to see how changes impact the order size.
  • Customer Acquisition Cost (CAC): Calculate the cost of acquiring a customer for each version, including advertising spending and marketing expenses.
  • Statistical Significance: Assess the statistical significance of the results to determine if the observed differences between A and B are statistically valid.
  • Confidence Intervals: Monitor confidence intervals to understand the range of values within which the true effect of changes is likely to fall.
  • Hypothesis Testing: Verify whether the hypotheses or assumptions behind the A/B test are supported by the data.
  • Segmentation Analysis: Analyze how different user segments (e.g., demographics, geographic location) respond to the variations.
  • Mobile Responsiveness Metrics: If testing mobile responsiveness, track mobile-specific KPIs like mobile conversion rate, mobile bounce rate, and mobile engagement metrics.
  • Ad Click-Through Rate (CTR): For advertising campaigns, evaluate the CTR of ad variations to determine which ad performs better.
  • Email Marketing Metrics: For email A/B tests, measure metrics such as open rate, click-through rate, and conversion rate to assess the effectiveness of email variations.
  • SEO Metrics: When testing changes related to search engine optimization (SEO), monitor metrics like organic search traffic, click-through rate from search results, and keyword rankings.

Pharmaceutical KPIs

  • Research and Development (R&D) KPIs:
    • R&D Cost per New Drug: The average cost of research and development for each new drug brought to market.
    • Research Pipeline Progress: The number of drug candidates in different development phases.
    • Clinical Trial Success Rate: The percentage of clinical trials that successfully lead to drug approval.
  • Manufacturing and Quality Control KPIs:
    • Batch Failure Rate: The percentage of batches that fail quality control tests.
    • Production Yield: The percentage of products manufactured successfully from raw materials.
    • Production Cycle Time: The time it takes to manufacture a pharmaceutical product from start to finish.
    • Compliance with Good Manufacturing Practices (GMP): The percentage of manufacturing processes that adhere to regulatory quality standards.
  • Sales and Marketing KPIs:
    • Revenue per Sales Representative: The revenue generated by each sales representative.
    • Market Share: The company’s portion of the total pharmaceutical market.
    • Customer Acquisition Cost (CAC): The cost of acquiring new customers or healthcare providers.
    • Prescription Fill Rate: The percentage of prescriptions written by healthcare providers that are filled with the company’s products.
  • Regulatory and Compliance KPIs:
    • Number of Regulatory Inspections: The number of inspections conducted by regulatory authorities.
    • FDA Warning Letters: The number of warning letters received from regulatory agencies.
    • Adverse Event Reporting: Timeliness and accuracy of reporting adverse events as required by regulations.
  • Supply Chain and Inventory KPIs:
    • Inventory Turnover Rate: How quickly inventory is used or sold.
    • Supply Chain Lead Time: The time it takes to procure raw materials and deliver finished products.
    • Stockout Rate: The percentage of times a product is out of stock or unavailable.
  • Drug Safety KPIs:
    • Pharmacovigilance Reporting Rate: Timeliness and accuracy of reporting adverse drug reactions.
    • Patient Compliance Rate: The percentage of patients adhering to prescribed medication regimens.
  • Financial KPIs:
    • Profit Margin: The percentage difference between revenue and expenses.
    • Return on Investment (ROI): The return on investment for research and development efforts.
    • Cash Flow: The movement of cash in and out of the pharmaceutical company.
  • Environmental and Sustainability KPIs:
    • Carbon Emissions: The company’s carbon footprint and efforts to reduce it.
  • Waste Reduction: The reduction of waste generated during manufacturing processes.
  • Employee Productivity and Training KPIs:
    • Employee Training Hours: The hours spent on employee training and development.
    • Employee Turnover Rate: The percentage of employees who leave the company.

HR KPIs

  • Employee Turnover Rate: The percentage of employees who leave the organization within a specified time frame.High turnover can indicate issues with employee satisfaction or recruitment.
  • Time to Fill Vacancies: The average time it takes to fill open job positions from the moment they become vacant. A shorter time to fill vacancies can reduce productivity losses.
  • Cost Per Hire: The average cost incurred to recruit and hire a new employee. Helps assess the efficiency of the recruitment process.
  • Employee Satisfaction (Employee Net Promoter Score, Employee Engagement Score): Measures of employee morale and job satisfaction. Satisfied employees tend to be more productive and engaged.
  • Absenteeism Rate: The percentage of scheduled work hours that employees are absent. High absenteeism can affect productivity and staffing costs.
  • Training and Development Metrics:
    • Training Hours per Employee: The average hours of training provided to each employee.
    • Training ROI: The return on investment for employee training and development programs.
  • HR Efficiency and Productivity:
    • HR-to-Employee Ratio: The number of HR staff per employee. HR Administrative Costs: The cost of HR administrative functions per employee.
  • Diversity and Inclusion Metrics:
    • Diversity Ratio: Measures the diversity of the workforce by various categories (e.g., gender, ethnicity).
    • Inclusion Index: Assesses how inclusive the workplace culture is based on employee feedback.
  • Compensation and Benefits Metrics:
    • Total Compensation Cost per Employee: The average cost of compensation and benefits per employee.
    • Compensation Ratio: Compares an employee’s actual pay to the midpoint or market rate for their position.
  • Health and Wellness Metrics:
    • Healthcare Costs per Employee: The average healthcare expenses per employee.
    • Wellness Program Participation Rate: The percentage of employees participating in wellness programs.
  • Talent Acquisition Metrics:
    • Quality of Hire: Evaluates the performance and impact of new hires.
    • Source of Hire: Determines the most effective channels for recruiting talent.
  • Succession Planning:
    • Percentage of Key Positions with Succession Plans: The percentage of critical roles with identified successors.
    • Time to Identify Successors: Measures how quickly successors are identified for key roles.
  • HR Compliance and Legal Metrics:
    • Compliance Audit Results: Assesses HR’s compliance with employment laws and regulations.
    • Number of HR-Related Legal Claims: Tracks the number and nature of legal claims involving HR issues.
  • Employee Development and Career Growth:
    • Promotion Rate: The percentage of employees who are promoted internally.
    • Employee Development Plan Completion Rate: Measures the completion of individual development plans.
  • Workforce Planning Metrics:
    • Workforce Productivity: Measures overall workforce output and efficiency.
    • Workforce Aging: Evaluates the distribution of employee ages and retirement readiness.

These KPIs are just the tip of the iceberg in my career, and the world of KPIs is vast, with each one finely tuned to match unique business goals and industries. The golden rule for organizations is to handpick KPIs that sync with their strategic aims, then keep a watchful eye on them, dissecting the data regularly. This is how smart decisions are made and continuous improvements are driven. 📊🚀