Includes:
degree of consumer satisfaction;
profitability of transactions with customers;
customer base.
This group of parameters shows the competitive position of the organization, i.e. whether it attracts consumers. Customer interaction indicators are important in developing and evaluating the company's strategy.
The first element reflects how ios database consumers perceive the quality of goods or services provided by the organization. This indicator is used to evaluate the positive and negative aspects of a product or service, identify the needs and wishes of customers, and determine the main stages of the company's development in this direction. To get an idea of the degree of consumer satisfaction, methods such as surveys, questionnaires, and analysis of customer comments that they leave in review books or on various resources are used.
Customer Engagement Metrics Group
The profitability indicator of customer transactions is difficult to analyze and manage. Therefore, it can rather be considered secondary. It reflects the average profit of the enterprise per customer. For example, the store's income will increase if each visitor takes not only essential goods, but also buys some interior item, a new product, or chooses more names of goods or units of the same product.
The customer base is a rather important parameter. It is related to the previous one, but these two indicators cannot replace each other. In order to analyze the customer base and determine the development paths in this direction, it is necessary to study the methods of attracting potential buyers, categories of visitors, the target audience in general, the purchasing power of consumers, etc. This list, as a rule, changes frequently. Therefore, a special strategy is needed to attract more people and in the future make them clients, if possible - regular ones.
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Indicators reflecting the processes taking place in the organization
The following indicators are highlighted:
production cycle duration;
inventory level;
quality: of products, services, production process and the activities of the organization as a whole;
number of returns related to product properties;
the speed of development of new products and technologies, and current methods of organizing production.
All these indicators speak about the level of management of the company's work. Based on their analysis, it is possible to increase the efficiency of its activities. By raising the level of each process separately and improving their interaction, it is possible to obtain increased benefit from their combination with the same efforts, that is, the synergy effect.
The most important of the indicators listed in this list is the duration of the production cycle . It determines the speed of equipment payback, the level of liquidity of the company's assets, the amount of funds that can be put into circulation and, as a result, the size and time of the company's profit.
Indicators reflecting the processes taking place in the organization