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The most important KPIs for your business ought to be customer-centric.
Your business exists to serve your customers. To gauge how well you serve them, you need to measure what is important to them.
There are three general areas customers care about: speed, quality, and value.
On speed, how quickly can you deliver the product to your customers and how responsive you are when they have a question or complaint?
On quality, defect is at the top of the list. They also care about how well your staff can resolve a problem. So, their expertise is important.
On value, customers associate that with realizing the benefits they pay for. Does the product deliver what it promises?
Start with these customer-centric KPIs to ensure that your business has a strong customer orientation.
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