Section: HR & People · Performance ManagementDifficulty: Easy
Key Performance Indicator
USUK
A measurable metric used to evaluate success in achieving key business objectives.
Also: KPI
Definition
A Key Performance Indicator (KPI) is a quantifiable measure used to evaluate how effectively an individual, team, or organization is achieving its key business objectives. KPIs are selected to reflect the most critical success factors for a role or strategy and are regularly tracked against targets. They provide a data-driven basis for performance conversations, rewards, and business decisions.
Example
“The customer service team's KPIs included a first call resolution rate of 85%, an average handle time under 4 minutes, and a customer satisfaction score above 4.2.”
Synonyms
- performance metric
- success measure
- performance measure
- business metric
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