Key Performance Indicators (KPIs)
| Category | Manufacturing | Retail | B2B facility management service |
|---|---|---|---|
| Customers | cNPS Retention %/ Churn rate % Order fill rate OTIF (On time in full) | cNPS Repeat % CAC (customer acquisition cost) Closure rate | cNPS Retention %/ Churn rate % Conversion rate CAC (customer acquisition cost) |
| Employee | eNPS Staff turnover LTIF (lost time injury frequency) | eNPS Staff turnover | eNPS Staff turnover LTIF |
| Operations | OEE (overall equipment effectiveness) Inventory turns/ DIO (days of inventory outstanding) Capacity utilization (%) | Traffic/ Conversion rate Inventory turns/ DIO (days of inventory outstanding) Basket value/ average order value Sales per sq.ft. (brick-and-mortar stores) | Self-delivery % of billable labor % of hard service Revenue per FTE |
| Revenue | Market share Organic growth % Key account % Sales Return % | Market share Organic growth %/ comparable growth % Sales per sq.ft. (to physical store) GMV (e-commerce) CLV (customer lifetime value) Sales return % Revenue mix % by category | Market share Organic growth % CLV Key account % Portfolio value |
| Profitability | Gross Margin Variable Contribution Margin Delivery cost as % of sales EBIT % EBITDA % R&D % SG&A % ROE | Gross Margin Contribution margin after delivery Delivery cost as % of sales A&P (advertisement & Promotion) % G&A (general administrative) % EBIT % EBITDA % ROE | Gross margin Variable Contribution Margin Fixed overhead % SG&A % EBIT % EBITDA % ROE |
| Capital | DSO (Days sales outstanding) DIO (Days inventory outstanding) Cash conversion % Capex as % of EBITDA (or Sales) CCC (Cash Conversion Cycle) | DSO DIO Cash conversion % Capex as % of EBITDA (or Sales) CCC | DSO Cash conversion % Capex as % of EBITDA (or Sales) CCC |