Key Performance Indicators: What They Are and How to Use Them
What KPIs are Used For
Let's take a closer look at what KPIs are and why they are needed.
It is a misconception to consider KPIs to be simply a tool for motivating staff. Primarily, they are used to assess the success of strategies or plans. A system of key performance indicators provides an understanding of whether your business is moving toward its goals.
Applying KPIs will help:
- Track results. Simple indicators measure the effectiveness of the work of individual teams and the entire company.
- Organize work more efficiently. Performance metrics show what is happening inside your company, how things are going, and who is responsible for what.
- Make plans. KPI indicators identify areas that need improvement. This will allow you to adjust your plans and set new goals.
- Maintain team motivation. Clear evaluation criteria help employees focus on important tasks and stay motivated.
Types of KPIs
There is no universal list of indicators. They are selected depending on what your company does. The indicators should provide a comprehensive picture of the results.
Here are some key performance indicators used by companies:
- Results. This metric reflects both the quality and quantity of work. For example, it indicates the number of calls made. Additionally, the results metric is useful for determining the average service rating.
- Costs. It assesses the time and resources required to accomplish a particular task. It's utilized to cut costs, speed up order processing, and optimize production efficiency.
- Productivity. This metric compares results with the time spent, providing insight into how many tasks an employee or team completes within a certain period, such as how many orders a department processes in a week.
- Efficiency. This involves assessing the results in relation to the resources used.
Marketing KPIs
Every team, and even individual positions, should have their own KPIs. Naturally, the KPIs for the marketing department will differ from those of the accounting department.
KPIs are frequently used to assess marketing campaigns and mailings. Here are some metrics used to evaluate the effectiveness of email strategies:
You calculate the percentage of people who opened your email.
How to calculate it: Open rate = (Number of opened emails / Number of delivered emails) * 100
This metric assesses how well your email subject line performed and suggests the best time to send emails.
This is the percentage of users who clicked on a button or followed a link in the email.
How to calculate it: CTR = (Number of clicks / Number of delivered emails) * 100
This metric will indicate how engaging your content is and will help segment based on which links attract more attention. It also evaluates the quality of the email body and button.
This metric determines how effectively your expenses are paying off.
How to calculate it: ROI = (Profit - Expenses) / Expenses * 100
This is the percentage of emails that didn't reach the recipient for some reason.
How to calculate it: Bounce Rate = (Number of bounced emails / Number of sent emails) * 100
This is the percentage of people who have decided to opt out of receiving your emails.
How to calculate it: Unsubscribe Rate = (Number of unsubscribes / Number of your subscribers) * 100
This metric indicates how effective your strategy is and which email caused the most unsubscribes.
This metric measures the growth of your subscriber base.
How to calculate it: Growth of Mailing List = ((Number of new subscribers - (Unsubscribes + Bounces + Complaints) / Total number of addresses in the database) * 100
Here you identify how many people have complained about your mailing. You can find this information in your mailing reports. To prevent your emails from being marked as spam by mistake, make sure to include a visible unsubscribe button.
Utilization of KPIs
Implementing KPIs involves several steps: defining goals, creating a matrix of key indicators, working with motivation, and training.
Here are the criteria to consider when setting performance indicators:
- The metrics should be clear and specific.
- They should be easy to measure.
- They should be realistic.
- They should contribute to achieving the goal.
- They should have specific timeframes.
- KPIs. These reflect the factors influencing the effectiveness of employee or team performance.
- Importance or weight. Ranges from zero to one, determining how much the metric impacts the outcome. This value is assigned by experts.
- Minimum acceptable value (also called baseline). This determines whether the quality of work is satisfactory.
- Average results or norm. What has been achieved in a similar timeframe in the past.
- Target result.
- Actual result achieved.
- KPI Index. The variance between actual and target results. Calculation: Actual / Goal * 100.
- Overall results for all KPIs, taking into account their weights. Calculation: KPI Index 1 * Weight KPI 1 + KPI Index 2 * Weight KPI 2 + KPI Index 3 * Weight KPI 3.
Advantages of KPIs
- The system helps evaluate employees and business processes clearly and fairly.
- It fosters team motivation and maintains control over its tasks.
- It quickly identifies errors and shortcomings in work.
Disadvantages of KPIs
- Calculating and interpreting KPIs is not always straightforward.
- Incorrect metrics do not improve the situation but force employees to perform meaningless tasks just to check boxes.
- It increases the workload for management: reports need to be checked and calculations verified for accuracy.
- The team needs time to adapt to the new rules, so KPIs are introduced gradually.
- Sometimes, the introduction of a new system causes dissatisfaction, leading to a decline in team motivation.
Conclusion
Utilizing these metrics enhances company productivity. They are not just numbers; they are tools that guide you toward achieving necessary outcomes.
KPIs are tailored specifically for each position and department. There are marketing effectiveness metrics, sales department metrics, accounting metrics, and many more. This approach ensures that every part of the company is working toward its unique goals.