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The KPI Library: 650+ KPIs by function and industry

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KPI Library — example data, City of Metropolis

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The library, as text. 650+ KPIs in 18 categories — 332 by function, 344 by industry. 632 carry a definition and 310 a formula in the interactive library above.

Sales KPIs

Win Rate
LaggingBetter when higher
Definition
The share of qualified opportunities that close as won over a period.
Formula
(Deals won ÷ total qualified opportunities) × 100.
Example
45 won ÷ 180 qualified = 25%.
What good looks like
B2B win rates commonly run 15–30% of qualified opportunities; clearing ~30% consistently is strong
Weak → strong
"We close a decent amount of our deals" → "Lift mid-market win rate from 25% to 32% by Q4, owned by the VP of Sales."
Sales Cycle Length
LaggingBetter when lower
Definition
The average elapsed time from opportunity creation to closed-won.
Formula
Total days to close across won deals ÷ number of won deals.
Example
5,400 days ÷ 90 deals = 60 days.
Quota Attainment
LaggingBetter when higher
Definition
How much of an assigned sales target a rep or team has achieved.
Formula
(Actual bookings ÷ quota) × 100.
Example
$480,000 ÷ $600,000 = 80%.
Pipeline Coverage Ratio
Leading
Definition
The amount of open pipeline relative to the revenue target for a period, signaling whether enough opportunities exist to hit goal.
Formula
Open pipeline value ÷ revenue target.
Example
$3,000,000 ÷ $1,000,000 = 3.0×.
Average Deal Size
Lagging
Definition
The mean revenue value of a closed-won deal in a period.
Formula
Total closed-won revenue ÷ number of won deals.
Example
$900,000 ÷ 90 = $10,000.
Lead-to-Opportunity Conversion Rate
LeadingBetter when higher
Definition
The share of qualified leads that advance into sales opportunities.
Formula
(Opportunities created ÷ qualified leads) × 100.
Example
300 opportunities ÷ 1,200 leads = 25%.
Sales Velocity
LeadingBetter when higher
Definition
The rate at which revenue moves through the pipeline, combining opportunity volume, deal size, win rate, and cycle length.
Formula
(Number of opportunities × average deal size × win rate) ÷ sales cycle length in days.
Example
(200 × $10,000 × 0.25) ÷ 50 = $10,000/day.
Monthly Recurring Revenue (MRR)
LaggingBetter when higher
Definition
The predictable subscription revenue normalized to a single month.
Formula
Sum of all active monthly subscription fees.
Example
500 customers × $200/month = $100,000 MRR.
Annual Recurring Revenue (ARR)
LaggingBetter when higher
Definition
The predictable subscription revenue normalized to a full year.
Formula
MRR × 12.
Example
$100,000 MRR × 12 = $1,200,000 ARR.
Customer Acquisition Cost (CAC)
LaggingBetter when lower
Definition
The fully loaded sales and marketing cost to acquire one new customer.
Formula
Total sales and marketing spend ÷ new customers acquired.
Example
$300,000 ÷ 100 = $3,000.
Customer Lifetime Value (LTV)
LaggingBetter when higher
Definition
The total gross profit expected from a customer over the entire relationship.
Formula
Average revenue per account × gross margin × average customer lifespan.
Example
$6,000/year × 0.75 × 4 years = $18,000.
LTV:CAC Ratio
LaggingBetter when in target range
Definition
The ratio of customer lifetime value to the cost of acquiring that customer, measuring acquisition efficiency.
Formula
Customer lifetime value ÷ customer acquisition cost.
Example
$18,000 ÷ $3,000 = 6.0:1.
What good looks like
3:1 is the widely cited healthy target — below 1:1 you lose money on every customer, while above ~5:1 can mean you're under-investing in growth
Weak → strong
"Our customers are worth more than they cost to win" → "Hold blended LTV:CAC at or above 3:1 while scaling spend 20%, reviewed monthly by RevOps."
Net Revenue Retention (NRR)
LaggingBetter when higher
Definition
The percentage of recurring revenue retained from existing customers including expansion, net of churn and contraction.
Formula
((Starting recurring revenue + expansion − contraction − churn) ÷ starting recurring revenue) × 100.
Example
(($1,000,000 + $150,000 − $50,000 − $100,000) ÷ $1,000,000) × 100 = 110%.
Upsell/Cross-sell Rate
LaggingBetter when higher
Definition
The share of existing customers who purchase an upgrade or an additional product in a period. It can also be measured as additional products sold or additional revenue gained.
Formula
(Customers with an upsell or cross-sell ÷ total existing customers) × 100.
Example
120 ÷ 1,000 = 12%.
New Logos Acquired
LaggingBetter when higher
Definition
The count of brand-new customer accounts won in a period, excluding expansion of existing accounts.
Formula
Sum of net-new customer accounts closed in the period.
Example
28 net-new accounts in the quarter = 28 new logos.
Customer Profitability Score
Lagging
Definition
Determines which customers make the most and least substantial contributions to profit.
Early Repeat Rate
LaggingBetter when higher
Definition
Measures the portion of consumers who make a second purchase within a set amount of time after their first purchase.
Formula
Customers who make a second purchase within X amount of time ÷ total customers who made a purchase during this time.
Repeat Customer Rate
LaggingBetter when higher
Definition
Indicates whether a product or service inspires repeat purchases from customers.
Formula
Customers that have purchased more than once ÷ unique customers.
Number of Customers
Lagging
Definition
Allows companies to track the size of their customer base over time.
Sales Revenue
LaggingBetter when higher
Definition
The total dollar amount of sales you’re making. From an accounting perspective, this is money from business transactions with customers only.
Number of Sales
Lagging
Definition
The number of deals closed based on official signed contracts.
Sales Representative Retention Rate
LaggingBetter when higher
Definition
The average tenure of your account executives.
Sales Forecast Accuracy
LaggingBetter when higher
Definition
The proximity of the forecasted quantity of sales to the actual quantity of sales.
Market Share
Better when higher
Calls Made
Leading
Definition
The number of phone calls a sales representative makes.
Meetings Booked
Leading
Definition
The number of meetings, in person or virtual, a sales representative books and attends.
Demos Given
Leading
Definition
The number of product demonstrations a sales representative gives a potential client.
Demos Given to Proposals Sent
Leading
Definition
How many demos are conducted before a sales proposal is sent to a potential client.
Proposals Sent to Deals Closed
LaggingBetter when higher
Definition
The number of sales proposals that convert into signed, completed deals.
Number of Products a Customer Purchases
Lagging
Definition
Number of products a customer purchases.
Sales by Region
Lagging
Definition
Which regions are meeting sales objectives.
Customer Source
Lagging
Definition
The sales channels customers come from, such as inbound, referral, outbound, and partner.
Formula
(Customers from one source ÷ total customers) × 100, for each source.
Example
60 referral customers ÷ 240 customers = 25%.

Marketing KPIs

Marketing Qualified Leads (MQLs)
LeadingBetter when higher
Definition
The count of leads that meet the agreed marketing-qualification threshold and are passed toward sales.
Formula
Sum of leads reaching the defined MQL score or criteria in a period.
Example
600 leads crossed the MQL threshold last month = 600 MQLs.
Sales Qualified Leads (SQLs)
LeadingBetter when higher
Definition
The count of MQLs that sales accepts as genuine opportunities worth active pursuit.
Formula
Sum of leads accepted by sales as qualified in a period.
Example
180 of the month's MQLs were accepted = 180 SQLs.
Cost Per Lead (CPL)
LaggingBetter when lower
Definition
The average marketing cost to generate a single lead.
Formula
Total campaign spend ÷ number of leads generated.
Example
$60,000 ÷ 1,200 = $50.
Lead Conversion Rate
LaggingBetter when higher
Definition
The share of leads that complete the desired next step, such as becoming an opportunity or a customer.
Formula
(Conversions ÷ total leads) × 100.
Example
120 conversions ÷ 1,200 leads = 10%.
What good looks like
this varies enormously by source — low single digits for cold traffic, double digits for high-intent demo requests — so judge it against your own baseline, not a universal number
Weak → strong
"Our leads convert reasonably well" → "Raise demo-request lead conversion from 10% to 14% by improving form UX, owned by the demand-gen lead this quarter."
Return on Marketing Investment (ROMI)
LaggingBetter when higher
Definition
The profit generated for every dollar invested in marketing, net of the marketing cost itself.
Formula
((Revenue attributed to marketing − marketing cost) ÷ marketing cost) × 100.
Example
(($500,000 − $100,000) ÷ $100,000) × 100 = 400%.
What good looks like
a 5:1 revenue-to-cost ratio (~400% ROMI) is a common 'good' bar; roughly 2:1 is break-even once gross margin is counted
Weak → strong
"Marketing drives a lot of revenue" → "Deliver a 4:1 ROMI on the paid-search program in H2, reported monthly against attributed pipeline by the marketing ops manager."
Return on Ad Spend (ROAS)
LaggingBetter when higher
Definition
The revenue generated for every dollar spent on advertising.
Formula
Revenue from ads ÷ ad spend.
Example
$250,000 ÷ $50,000 = 5.0× (or 500%).
Organic Traffic
LeadingBetter when higher
Definition
The number of website visits arriving from unpaid search and other non-paid channels.
Formula
Sum of non-paid sessions to the site in a period.
Example
80,000 unpaid sessions last month = 80,000 organic visits.
Click-Through Rate (CTR)
LeadingBetter when higher
Definition
The share of people who click an ad, link, or result after seeing it.
Formula
(Clicks ÷ impressions) × 100.
Example
2,000 clicks ÷ 100,000 impressions = 2%.
Email Open Rate
LeadingBetter when higher
Definition
The share of delivered emails that recipients open.
Formula
(Emails opened ÷ emails delivered) × 100.
Example
4,000 opens ÷ 20,000 delivered = 20%.
Email Click Rate
LeadingBetter when higher
Definition
The share of delivered emails in which a recipient clicks at least one link.
Formula
(Emails with a click ÷ emails delivered) × 100.
Example
600 clicks ÷ 20,000 delivered = 3%.
Website Bounce Rate
LaggingBetter when lower
Definition
The share of sessions in which a visitor leaves after viewing only one page without further interaction.
Formula
(Single-page sessions ÷ total sessions) × 100.
Example
4,500 single-page sessions ÷ 10,000 sessions = 45%.
Marketing-Sourced Pipeline
LaggingBetter when higher
Definition
The total value of sales pipeline originated by marketing-generated leads.
Formula
Sum of opportunity value where marketing created the originating lead.
Example
50 opportunities × $20,000 average value = $1,000,000.
Brand Search Volume
LeadingBetter when higher
Definition
The number of searches that include the company or product name, indicating brand demand.
Formula
Sum of monthly search queries containing the brand term.
Example
12,000 branded queries last month = 12,000 searches.
Cost Per Acquisition (CPA)
LaggingBetter when lower
Definition
The average marketing cost to acquire one customer or completed conversion.
Formula
Total campaign spend ÷ number of acquisitions.
Example
$100,000 ÷ 250 = $400.
Marketing Qualified Lead-to-SQL Rate
LaggingBetter when higher
Definition
The share of MQLs that sales accepts and qualifies as SQLs, measuring lead quality and handoff alignment.
Formula
(SQLs ÷ MQLs) × 100.
Example
180 SQLs ÷ 600 MQLs = 30%.
Referral Conversion Rate
LaggingBetter when higher
Definition
The portion of referral invitations sent that are accepted by their recipients.
Formula
Converted referrals ÷ total referral invitations sent.
Number of Reads on Company Blog Articles
Leading
Definition
Helps companies determine whether visitors are finding their content useful and which content performs better than others.
Number of Social Media Followers
Leading
Definition
Indicates the level of customer engagement a brand has.
Rate of Referrals
Lagging
Definition
Can help illustrate customers’ level of satisfaction with a product or service.
Formula
Number of referrals in period ÷ units of time in period.
Redemption Rate
Leading
Definition
Provides companies with consumer behavior information.
Formula
Reward points redeemed ÷ reward points offered.
Number of New Marketing Leads
Leading
Definition
How many marketing leads are added in each period, as opposed to the total number of leads.
Formula
Total leads − leads at the beginning of each period.
Number of New vs. Repeat Site Visits
Leading
Definition
Allows companies to differentiate their website traffic and generate insights on prospective customers.
Time per Website Visit
Leading
Definition
Can indicate how engaged a visitor was with the website content during their visit.
Brand Attitude Index
Leading
Definition
Customers’ attitudes about a brand, including how positive or negative the customer feels about the brand and how strongly they feel about their conviction.
Number of Media Mentions
Leading
Definition
Keeps track of how often you’re mentioned in the media, which could include news outlets as well as social media.
Cost per Click
LeadingBetter when lower
Definition
Measures the cost of a pay-per-click advertising campaign (such as Google Ads).
Direct Traffic
LeadingBetter when higher
Definition
Website traffic from visitors typing the URL directly.
Indirect Traffic
Leading
Definition
Website traffic that stems from indirect sources, such as clickable email campaigns or referral links.
Rank on Search Engines
Leading
Definition
The organization's rank on search engines.

Financial KPIs

Gross Profit Margin
LaggingBetter when higher
Definition
The share of revenue left after the direct cost of goods sold.
Formula
((Revenue − cost of goods sold) ÷ revenue) × 100.
Example
(($1,000,000 − $400,000) ÷ $1,000,000) × 100 = 60%.
Net Profit Margin
LaggingBetter when higher
Definition
The share of revenue remaining as profit after all expenses, interest, and taxes.
Formula
(Net income ÷ revenue) × 100.
Example
$120,000 ÷ $1,000,000 = 12%.
What good looks like
~10% net margin is broadly 'good' and 20%+ is excellent — but it is highly sector-dependent (software runs far higher than grocery)
Weak → strong
"We're profitable overall" → "Expand net profit margin from 12% to 15% within the fiscal year by reducing overhead, owned by the CFO."
Operating Margin
LaggingBetter when higher
Definition
The share of revenue left as operating profit after operating expenses but before interest and taxes.
Formula
(Operating income ÷ revenue) × 100.
Example
$180,000 ÷ $1,000,000 = 18%.
EBITDA
LaggingBetter when higher
Definition
Earnings before interest, taxes, depreciation, and amortization, used as a proxy for core operating cash generation.
Formula
Net income + interest + taxes + depreciation + amortization.
Example
$120,000 + $30,000 + $40,000 + $50,000 + $10,000 = $250,000.
Revenue Growth Rate
LaggingBetter when higher
Definition
The percentage change in revenue from one period to the next.
Formula
((Current period revenue − prior period revenue) ÷ prior period revenue) × 100.
Example
(($1,200,000 − $1,000,000) ÷ $1,000,000) × 100 = 20%.
Current Ratio
Lagging
Definition
A liquidity measure of whether current assets can cover current liabilities.
Formula
Current assets ÷ current liabilities.
Example
$600,000 ÷ $300,000 = 2.0.
Quick Ratio
Lagging
Definition
A stricter liquidity measure that excludes inventory from current assets.
Formula
(Current assets − inventory) ÷ current liabilities.
Example
($600,000 − $150,000) ÷ $300,000 = 1.5.
Days Sales Outstanding (DSO)
LaggingBetter when lower
Definition
The average number of days it takes to collect payment after a sale.
Formula
(Accounts receivable ÷ total credit sales) × number of days in the period.
Example
($300,000 ÷ $1,800,000) × 90 = 15 days.
Accounts Payable Turnover
Lagging
Definition
How many times a company pays off its average accounts payable during a period.
Formula
Total supplier purchases ÷ average accounts payable.
Example
$1,200,000 ÷ $200,000 = 6.0×.
Cash Conversion Cycle
LaggingBetter when lower
Definition
The number of days it takes to convert investments in inventory and receivables back into cash, net of payables.
Formula
Days inventory outstanding + days sales outstanding − days payable outstanding.
Example
40 + 15 − 25 = 30 days.
Burn Rate
Leading
Definition
The rate at which a company spends its cash reserves each month, net of revenue.
Formula
(Starting cash − ending cash) ÷ number of months.
Example
($1,200,000 − $900,000) ÷ 3 = $100,000/month.
Cash Runway
LeadingBetter when higher
Definition
The number of months a company can operate before exhausting its cash at the current burn rate.
Formula
Current cash balance ÷ monthly net burn rate.
Example
$900,000 ÷ $100,000 = 9 months.
Working Capital
Lagging
Definition
The short-term capital available to fund daily operations.
Formula
Current assets − current liabilities.
Example
$600,000 − $300,000 = $300,000.
Return on Equity (ROE)
LaggingBetter when higher
Definition
The profit generated for every dollar of shareholders' equity.
Formula
(Net income ÷ shareholders' equity) × 100.
Example
$120,000 ÷ $800,000 = 15%.
Return on Assets (ROA)
LaggingBetter when higher
Definition
The profit generated for every dollar of total assets, measuring how efficiently assets produce earnings.
Formula
(Net income ÷ total assets) × 100.
Example
$120,000 ÷ $1,500,000 = 8%.
Budget Variance
LaggingBetter when in target range
Definition
The difference between budgeted and actual figures, showing how closely spending or revenue tracked the plan. A smaller absolute difference means tighter control.
Formula
((Actual − budgeted) ÷ budgeted) × 100.
Example
(($1,050,000 − $1,000,000) ÷ $1,000,000) × 100 = +5%.
What good looks like
mature finance teams hold variance within ±5% (often ±3% on operating budgets); the goal is small and explained, not zero
Weak → strong
"We came in close to budget" → "Keep departmental budget variance within ±3% each quarter, with monthly reviews owned by the finance business partner."
Budget Creation (or Revision) Cycle Time
Leading
Definition
The time needed to formulate an organization’s budget, including the total duration of research, planning, and coming to a final agreement.
Formula
End date of budget creation − start date of budget creation.
Number of Budget Iterations
Leading
Definition
The number of budget versions produced before final approval.
Formula
Count of budget versions.
Revenue
LaggingBetter when higher
Definition
The total income an organization receives.
Formula
Price of goods × number of goods sold.
Return on Investment (ROI)
LaggingBetter when higher
Definition
The efficiency of an investment: the gain from it compared with its cost.
Formula
(Gain from investment − cost of investment) ÷ cost of investment.
ROI of Research & Development
LaggingBetter when higher
Definition
The revenue generated by investing money into research and development.
Formula
(Gain from investment − cost of investment) ÷ cost of investment.
Return on Innovation Investment
Lagging
Definition
Can be calculated by looking at the revenue from new products, or the number of new products meeting a revenue threshold.
Accounts Receivable Turnover
Lagging
Definition
The rate at which an organization collects on outstanding accounts.
Formula
Net credit sales ÷ average accounts receivable.
Number/Percentage of Invoices Past Due
LaggingBetter when lower
Definition
Invoices that remain unpaid after their due date.
Cost of Goods Sold (COGS)
Lagging
Definition
The cost of materials and direct labor used to produce a good.
Percentage of Cost of Workforce
Lagging
Definition
The cost of the workforce as compared to all costs within a given time period.
Formula
Salary costs ÷ total company costs.
Price-Earnings Ratio (P/E)
Lagging
Definition
An equity valuation multiple that compares an organization’s share price to its per-share earnings.
Formula
Market value per share ÷ earnings per share.
Debt to Equity Ratio
Lagging
Definition
Measures how an organization is funding its growth and using shareholder investments.
Formula
Total liabilities ÷ shareholders’ equity.
Break Even Time
Lagging
Definition
The time it takes an organization to break even from its investment in a new product or process.
Percentage of Investment
Leading
Definition
Used for measuring investments in different lines of business, e.g., your investment in organic products vs. total investment in products overall.
Formula
Amount of investment ÷ total capital spent.
Return on Capital Employed
LaggingBetter when higher
Definition
Measures an organization’s profitability and the efficiency with which its capital is employed.
Economic Value Added (EVA)
LaggingBetter when higher
Definition
An estimate of an organization’s economic profit.
Human Capital Value Added (HCVA)
LaggingBetter when higher
Definition
How profitable the average worker in an organization is: revenue minus all non-employee-related costs, divided by the number of full-time employees.
Formula
(Revenue − non-employee-related costs) ÷ number of full-time employees.
Sales Volume
Lagging
Definition
The amount of sales in a reporting period, expressed in the number of units sold.
Asset Utilization
LaggingBetter when higher
Definition
Total revenue earned for every dollar of assets an organization owns.
Formula
Total revenue ÷ total assets.
Net New Revenue
LaggingBetter when higher
Definition
New gross sales minus costs.
LOB Revenue vs. Target
Lagging
Definition
A comparison between your actual revenue and your projected revenue.
Total Expenses
LaggingBetter when lower
Definition
The total costs an organization incurs during a reporting period, including marketing, sales, and operations costs.
Budget Surplus
Better when higher
Net Profit
LaggingBetter when higher
Definition
The amount of money an organization makes after taking out all expenses and other costs.
Formula
Income − expenses
Overhead Costs
Better when lower
Sales Expenses
Lagging
Definition
Costs related to the activities of marketing or selling a product or service.
Net Income
LaggingBetter when higher
Definition
Profit: revenue minus expenses.
Formula
Revenue − expenses
Operating Cash Flow
LaggingBetter when higher
Definition
The amount of cash generated by regular business operations.
Cash Rotation
LaggingBetter when higher
Definition
The number of times the cash comes back to the organization for a period of one year.
Formula
365 ÷ Cash Cycle
Cash Flow from Investing Activities
Lagging
Definition
The change in an organization's cash position caused by investments, gains, or losses.
Cash Flow from Financing Activities
Lagging
Definition
An organization's cash flow from financing, which demonstrates its financial strength.
Formula
Cash received from issuing stock or debt − cash paid as dividends and reacquisition of debt/stock
Cash Flow
Lagging
Definition
The total amount of money being transferred into and out of an organization.
Accounts Receivable
Lagging
Definition
The amount of money an organization is owed by its customers.
Accounts Payable
Lagging
Definition
The amount of money an organization owes its suppliers.
SG&A
Lagging
Definition
The costs of operating an organization, including selling, and general and administrative expenses.
Marketing Expenses
Lagging
Definition
The total costs incurred by the marketing department, including advertising, salaries, research, and surveys.
Average Annual Expenses to Serve One Customer
Lagging
Definition
The average amount needed to serve one customer.
Formula
Total expenses ÷ total customers
Debt Level
Lagging
Definition
The amount of debt that an organization currently has.
Bad Debt
LaggingBetter when lower
Definition
Debt that is not collectible, and is often written off as an expense.
Savings Levels Due to Improvement Efforts
LaggingBetter when higher
Definition
The dollar value of the savings achieved as a result of investments in improvements or merged operations.
Inventory Assets
Lagging
Definition
The cost of merchandise purchased or manufactured, but not yet sold.
Innovation Spending
Leading
Definition
The amount of money that an organization spends on innovation.
Number of Key Capital Investments that Meet or Exceed ROI Expectations
LaggingBetter when higher
Definition
The number of key capital investments that meet or exceed ROI expectations, based on the investment plan or on past results.
Program Profitability
LaggingBetter when higher
Definition
The profitability of an individual program.
Gross Profit
LaggingBetter when higher
Definition
An organization's profit after the cost of production and sales is considered.
Formula
Revenue − COGS
Average Capital Employed
Lagging
Definition
Profitability compared to investments made in new capital.
Operating Income
LaggingBetter when higher
Definition
The profit from operations after removing operating expenses.
Formula
Gross income − operating expenses − depreciation and amortization
Earnings Before Taxes (EBT)
LaggingBetter when higher
Definition
How much an organization has made after considering COGS, interest, and SG&A expenses, before taxes are subtracted.
Formula
Revenue − COGS − interest − SG&A
Average Annual Sales Volume per Customer
LaggingBetter when higher
Definition
The average amount of sales per customer, expressed in currency.
Formula
Total sales ÷ total customers
Earnings Before Interest and Taxes (EBIT)
LaggingBetter when higher
Definition
An indicator of a company's profitability with expenses removed and interest and tax excluded.
Formula
Revenue − COGS − operating expenses
Average Daily Rate (ADR)

HR & Human Capital KPIs

Employee Turnover Rate
LaggingBetter when lower
Definition
The rate at which employees leave the organization over a period, usually a year, counting both voluntary and involuntary separations.
Formula
(Separations ÷ average headcount) × 100.
Example
18 leavers ÷ 200 avg headcount = 9%.
What good looks like
~10% annual voluntary turnover is often considered healthy; sustained 20%+ usually signals a retention problem, though it varies sharply by sector
Weak → strong
"Keep turnover low" → "Hold voluntary turnover below 10% annually, owned by the People team, reviewed each quarter".
Employee Retention Rate
LaggingBetter when higher
Definition
The share of employees who stay with the organization over a period.
Formula
(Employees retained ÷ headcount at start) × 100.
Example
184 retained ÷ 200 at start = 92%.
Time to Fill
LaggingBetter when lower
Definition
The average number of days from opening a requisition to a candidate accepting the offer.
Formula
Total days to fill ÷ number of roles filled.
Example
1,200 days ÷ 30 hires = 40 days.
Cost Per Hire
LaggingBetter when lower
Definition
The average total recruiting cost to fill one open role.
Formula
(Internal + external recruiting costs) ÷ number of hires.
Example
$120,000 ÷ 30 hires = $4,000.
Employee Net Promoter Score (eNPS)
LeadingBetter when higher
Definition
A measure of how likely employees are to recommend the organization as a place to work.
Formula
% Promoters − % Detractors.
Example
55% promoters − 15% detractors = +40.
Absenteeism Rate
LaggingBetter when lower
Definition
The proportion of scheduled workdays lost to unplanned absence.
Formula
(Absent days ÷ total scheduled workdays) × 100.
Example
400 absent days ÷ 50,000 scheduled = 0.8%.
Revenue Per Employee
LaggingBetter when higher
Definition
The average revenue generated per full-time employee, a proxy for workforce productivity.
Formula
Total revenue ÷ total headcount.
Example
$40,000,000 ÷ 200 employees = $200,000.
Training Hours Per Employee
Leading
Definition
The average hours of formal training delivered per employee over a period.
Formula
Total training hours ÷ total headcount.
Example
4,000 hours ÷ 200 employees = 20 hours.
Offer Acceptance Rate
LeadingBetter when higher
Definition
The share of job offers extended that candidates accept.
Formula
(Offers accepted ÷ offers extended) × 100.
Example
27 accepted ÷ 30 extended = 90%.
Quality of Hire
LaggingBetter when higher
Definition
A composite score of how well new hires perform and stay after joining.
Formula
Average of new-hire performance, retention, and ramp scores (indexed to 100).
Example
(90 performance + 85 retention + 80 ramp) ÷ 3 = 85.
What good looks like
there is no universal number — define it as a composite of ramp time, performance, and one-year retention, then beat your own trailing baseline
Weak → strong
"Hire good people" → "Reach a 90-day quality-of-hire index of 85+, owned by hiring managers, scored at each 90-day review".
Time to Productivity
LeadingBetter when lower
Definition
The average time for a new hire to reach full expected performance.
Formula
Total days to full productivity ÷ number of new hires.
Example
2,700 days ÷ 30 hires = 90 days.
Internal Mobility Rate
Leading
Definition
The share of roles filled by existing employees moving internally.
Formula
(Internal moves ÷ total roles filled) × 100.
Example
12 internal moves ÷ 40 roles = 30%.
Employee Engagement Score
LeadingBetter when higher
Definition
The average level of employee commitment and motivation from survey responses.
Formula
(Favorable responses ÷ total responses) × 100.
Example
1,360 favorable ÷ 1,700 total = 80%.
Diversity Ratio
Lagging
Definition
The representation of a given group within the workforce.
Formula
(Employees in group ÷ total headcount) × 100.
Example
90 ÷ 200 employees = 45%.
Voluntary vs Involuntary Turnover
Lagging
Definition
The split of departures initiated by employees versus by the organization.
Formula
(Voluntary separations ÷ total separations) × 100.
Example
14 voluntary ÷ 18 total = 78% voluntary.
Vacancy Rate
LaggingBetter when lower
Definition
Tracks how much of your approved headcount is actually staffed at any given time.
Formula
(Number of unfilled budgeted positions ÷ total budgeted positions) × 100.
Agency/Contract-Labor Utilization
LaggingBetter when lower
Definition
The share of total worked hours covered by agency or contract labor. A rising ratio signals over-reliance on temporary staffing to cover permanent gaps.
Formula
(Agency or contract-labor hours ÷ total worked hours) × 100.
Number of Trainings Per Department
Leading
Definition
Tracks the amount of training each department provides or requires of their staff.
Voluntary Turnover Rate
LaggingBetter when lower
Definition
The percentage of employees who leave the organization by their own choice in a period.
Internal Promotion Rate
Leading
Definition
The number of employees promoted, divided by the total number of employees.
Formula
Number of promoted individuals ÷ total number of employees.
Salary Competitiveness Ratio (SCR)
Leading
Definition
Used to evaluate the competitiveness of compensation options.
Formula
Average company salary ÷ average salary offered by competitors (or by the industry).
Health Care Expense per Employee
Lagging
Definition
Provides an understanding of the comprehensiveness of a company’s health care plan.
Formula
Total health care costs ÷ all employees.
Benefits Satisfaction
LaggingBetter when higher
Definition
How satisfied employees are with the specific benefits they are offered. It can be determined through surveys and broken down by individual benefits.
Number of Full-Time Employees
Lagging
Definition
Keeps tabs on the growth of the company workforce over time.
Number of Employees Per Location
Definition
Tracks employees’ work location preferences—at home or in the office—so you can better understand your workforce and make informed decisions about your building space and company policies.
Number of Contractors
Definition
Examines the growth in associated workers over time. Can be compared to the number of full-time workers to better understand workforce trends.
Retirement Rate
Lagging
Definition
The number of employees who retired as a percentage of the headcount. It is particularly important for any organization developing a strategic workforce plan.
Formula
(Employees who retired ÷ headcount) × 100.
New Hire 90-Day Failure Rate
LaggingBetter when lower
Definition
Helps determine how successful the talent acquisition process is at finding the right fit for jobs.
First Year Voluntary Termination Rate
LaggingBetter when lower
Definition
Reflects on how welcoming the company is to new hires. A high percentage suggests that the right people are being hired, but not embraced.
Hiring Process Satisfaction Rate
LaggingBetter when higher
Definition
Provides perspective on how well the hiring process works from the employee’s perspective.
Training Cost per Employee
Leading
Definition
Helps to measure the amount invested in onboarding new hires.
Percentage of Employees Trained
Leading
Definition
Helps a company see how quickly new hires are being onboarded.
Number of D&I Initiatives Implemented
Leading
Definition
Measures organizational commitment to establishing and maintaining a culture of diversity and inclusion.
Turnover Rate for Highest Performers
LaggingBetter when lower
Definition
Indicates the success of retention efforts for top performers and aids planning for talent replacement.
Formula
Number of high performers who departed in the past year ÷ total high performers identified.
Candidates Interviewed per Hire
Leading
Definition
The total number of candidates interviewed divided by the total number of hires in a particular hiring period.
Formula
Candidates interviewed ÷ hires in the hiring period.
Yield Percentage
Leading
Definition
The percentage of candidates remaining after each round of elimination in the hiring process.
Employee Satisfaction Index
LeadingBetter when higher
Definition
An employee satisfaction index can be determined by conducting an employee survey and taking into account the number of positive versus negative responses.
Number of Employee Satisfaction Surveys
Leading
Definition
Helps understand how much effort is being put into maintaining and improving employee happiness.
Percentage of Employees Trained in Company Culture
Leading
Definition
Evaluates the importance and understanding of company-wide organizational culture.
Percentage of Vacation Days Used
Leading
Definition
Helps show the company attitude toward a healthy work-life balance. Determined by observing the number of vacation days used as compared to those unused.
Learning & Development Score
LeadingBetter when higher
Definition
Reveals whether your employees are satisfied with the development and continuing education opportunities afforded by your company.
Percentage of Job Candidates Who Meet Job Criteria
Leading
Definition
Helps in evaluating the effectiveness of job postings in reaching top candidates.
Rate of Internal Referral Hires
Lagging
Definition
Allows managers to see the value added when current employees help to identify and acquire talent.
Suggestions per Employee
Leading
Definition
Evaluates employee engagement in improving business processes, and reflects on the openness of a company to employee input.
HR-to-FTE Ratio
Leading
Definition
The number of HR full-time equivalents divided by the total number of full-time equivalents. Helps determine HR’s ability to provide services.
Formula
HR full-time equivalents ÷ total full-time equivalents.
Cycle Time to Process Payroll
LaggingBetter when lower
Definition
The number of business days in the payroll process from start to finish.
Cycle Time to Resolve Payroll Errors
LaggingBetter when lower
Definition
The number of business days it takes to resolve payroll errors reported by employees.
Percentage of Workforce Below Performance Standards
LaggingBetter when lower
Definition
Keeps tabs on the amount of low-performing employees in an organization.
Average Employee Wage
Average Age of Retirement
Lagging
Definition
The summed age of all retiring employees divided by the number of retiring employees.
Formula
Sum of retiring employees' ages ÷ number of retiring employees
Effectiveness of Training
LaggingBetter when higher
Definition
How comfortable new hires feel after their training versus before, typically determined through a post-training survey.
Knowledge Achieved with Training
LaggingBetter when higher
Definition
Whether training was effective, based on whether individuals retained enough knowledge to apply it, determined through exam pass rate, average score, and pre/post training results.
Average Tenure
Lagging
Definition
The average length of time that an employee spends with the company.
Performance of New Hires
Lagging
Definition
The performance of new hires compared to that of other employees, typically based on performance reports.
Internal Promotions vs. External Hires
Lagging
Definition
The ratio of people already working at a company who are considered for internal promotion to the number of externally attracted people.
Formula
Internal promotion candidates ÷ external hires
Time-to-Hire
LaggingBetter when lower
Definition
Days from posting to filled.
Average Time to Hire
LaggingBetter when lower
Definition
The efficiency of the hiring process measured by time to recruit, interview, and hire.

Operations & Supply Chain KPIs

Overall Equipment Effectiveness (OEE)
LaggingBetter when higher
Definition
A composite measure of how productively equipment is used, combining availability, performance, and quality.
Formula
Availability × Performance × Quality.
Example
90% × 95% × 99% = ~85%.
What good looks like
85% OEE is the textbook gold-standard mark; ~60% is typical for discrete manufacturers, and under 40% signals major hidden losses
Weak → strong
"Run machines efficiently" → "Hold line OEE at 85%+, owned by the plant manager, reviewed weekly per production line".
Cycle Time
LaggingBetter when lower
Definition
The average time to complete one unit of work from start to finish.
Formula
Total production time ÷ units produced. For a single task: end time − start time.
Example
600 minutes ÷ 300 units = 2 minutes/unit.
Throughput
LaggingBetter when higher
Definition
The number of units produced or processed per unit of time.
Formula
Units produced ÷ time period.
Example
4,800 units ÷ 8 hours = 600 units/hour.
On-Time Delivery Rate
LaggingBetter when higher
Definition
The share of orders delivered on or before the promised date.
Formula
(On-time deliveries ÷ total deliveries) × 100.
Example
950 on-time ÷ 1,000 = 95%.
What good looks like
leading supply chains target 95%+ on-time-in-full; slipping below ~90% starts to erode customer trust
Weak → strong
"Ship orders on time" → "Hit 98% on-time delivery against promised dates, owned by the fulfillment lead, reviewed weekly".
Order Accuracy Rate
LaggingBetter when higher
Definition
The share of orders shipped complete and error-free.
Formula
(Accurate orders ÷ total orders) × 100.
Example
990 accurate ÷ 1,000 = 99%.
Inventory Turnover
Lagging
Definition
How many times inventory is sold and replaced over a period.
Formula
Cost of goods sold ÷ average inventory.
Example
$6,000,000 ÷ $1,000,000 = 6 turns.
Capacity Utilization
Leading
Definition
The share of available production capacity actually used.
Formula
(Actual output ÷ maximum possible output) × 100.
Example
800 units ÷ 1,000 capacity = 80%.
Defect Rate
LaggingBetter when lower
Definition
The proportion of units produced that fail to meet quality standards.
Formula
(Defective units ÷ total units) × 100.
Example
15 defects ÷ 1,000 units = 1.5%.
First Pass Yield
LaggingBetter when higher
Definition
The share of units that pass through production correctly the first time without rework.
Formula
(Good units first pass ÷ total units started) × 100.
Example
940 ÷ 1,000 = 94%.
Lead Time
LaggingBetter when lower
Definition
The total elapsed time from order placement to delivery.
Formula
Delivery date − order date (averaged).
Example
140 total days ÷ 20 orders = 7 days.
Backorder Rate
LaggingBetter when lower
Definition
The share of orders that cannot be fulfilled from current stock.
Formula
(Backordered items ÷ total ordered items) × 100.
Example
30 backordered ÷ 1,000 = 3%.
Cost Per Unit
LaggingBetter when lower
Definition
The average total cost to produce one unit of output.
Formula
Total production cost ÷ units produced.
Example
$300,000 ÷ 60,000 units = $5/unit.
Unplanned Downtime
LaggingBetter when lower
Definition
The share of scheduled production time lost to unexpected stoppages.
Formula
(Unplanned downtime ÷ scheduled production time) × 100.
Example
12 hours ÷ 160 hours = 7.5%.
Cost Per Transaction
LaggingBetter when lower
Definition
The unit cost for key service deliveries.
Time Saved per Workflow
Better when higher
Number of Accurate Deliveries Within a Service Window
LaggingBetter when higher
Definition
The number of accurate deliveries within a service window.
On-Time Performance for Airlines
Vendor Performance Score
LaggingBetter when higher
Definition
How well a vendor performs on agreed measures such as on-time delivery rate and quality scores, reviewed on a regular cycle.
Formula
Average of the vendor's scores on the agreed measures.
Example
(96% on-time delivery + 90% quality score) ÷ 2 = 93%.

Customer Service & Success KPIs

Customer Satisfaction (CSAT)
LaggingBetter when higher
Definition
The share of customers who report being satisfied after an interaction.
Formula
(Satisfied responses ÷ total responses) × 100.
Example
880 satisfied ÷ 1,000 = 88%.
What good looks like
75–85% satisfied is a common 'good' band, but the trend and the reasons behind your detractors matter more than the absolute score
Weak → strong
"Keep customers happy" → "Maintain a 90%+ CSAT on post-resolution surveys, owned by the support manager, reviewed monthly".
Net Promoter Score (NPS)
LaggingBetter when higher
Definition
A measure of customer loyalty based on likelihood to recommend, gathered with a single-question survey.
Formula
% Promoters − % Detractors.
Example
60% promoters − 15% detractors = +45.
Customer Effort Score (CES)
Leading
Definition
How much effort customers feel they expended to get an issue resolved.
Formula
Sum of effort ratings ÷ number of responses (typically 1–7).
Example
1,500 ÷ 1,000 responses = 1.5.
First Response Time
LeadingBetter when lower
Definition
The average time between a customer raising a ticket and the first reply.
Formula
Total first-response time ÷ number of tickets.
Example
2,000 minutes ÷ 1,000 tickets = 2 minutes.
Average Resolution Time
LaggingBetter when lower
Definition
The average time taken to fully resolve a customer issue.
Formula
Total resolution time ÷ number of resolved tickets.
Example
4,000 hours ÷ 1,000 tickets = 4 hours.
First Contact Resolution Rate
LaggingBetter when higher
Definition
The share of issues resolved in a single interaction without follow-up.
Formula
(Issues resolved on first contact ÷ total issues) × 100.
Example
750 ÷ 1,000 = 75%.
What good looks like
~70%+ FCR is widely considered strong; every point of FCR tends to cut repeat contacts and cost-to-serve
Weak → strong
"Resolve issues fast" → "Resolve 80% of tickets on first contact, owned by the support team lead, reviewed weekly by channel".
Ticket Volume
Leading
Definition
The total number of support tickets received over a period.
Formula
Count of tickets created in the period.
Example
5,000 tickets in a month = 5,000.
Ticket Backlog
LaggingBetter when lower
Definition
The number of unresolved tickets remaining open at a point in time.
Formula
Tickets opened − tickets closed (cumulative).
Example
1,000 opened − 900 closed = 100 open.
Customer Churn Rate
LaggingBetter when lower
Definition
The share of customers lost over a period.
Formula
(Customers lost ÷ customers at start) × 100.
Example
50 lost ÷ 1,000 = 5%.
Customer Retention Rate
LaggingBetter when higher
Definition
The share of customers kept over a period, excluding new acquisitions.
Formula
((Customers at end − new customers) ÷ customers at start) × 100.
Example
(1,050 − 100) ÷ 1,000 = 95%.
SLA Compliance Rate
LaggingBetter when higher
Definition
The share of tickets resolved within the agreed service-level target.
Formula
(Tickets meeting SLA ÷ total tickets) × 100.
Example
970 ÷ 1,000 = 97%.
Escalation Rate
LaggingBetter when lower
Definition
The share of tickets escalated beyond the first support tier.
Formula
(Escalated tickets ÷ total tickets) × 100.
Example
80 escalated ÷ 1,000 = 8%.
Customer Health Score
LeadingBetter when higher
Definition
A composite index predicting how likely an account is to renew or churn.
Formula
Weighted average of usage, engagement, and support signals (indexed to 100).
Example
(80 usage + 70 engagement + 90 support) weighted = 80.
Rate of Adoption
Leading
Definition
The rate (determined by length of time) at which an innovation is adopted by a given population.
Renewal Rate
LaggingBetter when higher
Definition
A good indicator of whether clients find a service useful. If this rate is low, companies may need to determine why clients are not renewing.
Formula
Clients who renew ÷ total clients whose previous licenses came to an end.
Winback Rate
LaggingBetter when higher
Definition
The percentage of churned customers who are successfully won back into making a purchase during a given period.
Formula
Churned clients who repurchase ÷ churned clients.
Contact Volume by Channel
Lagging
Definition
The number of support requests by phone and email. It lets the organization compare which method customers prefer and track the number of support requests month to month.
Number of Support Requests per Product
Lagging
Definition
Allows a company to determine which products their customers find easier (and harder) to use.
Sessions per Day
Leading
Definition
Tracks how many times a customer is using a service or product per day.
Number of Customer References
LeadingBetter when higher
Definition
The number of customers that brands can rely on to refer others to a product or service.
Number of Customers per Employee
Leading
Definition
Indicates the workload per employee and how much bandwidth a company has available for each customer.
Formula
Number of customers ÷ number of employees serving those customers.
Customer Satisfaction with a Particular Feature
LaggingBetter when higher
Definition
Can be used to hone in on customers’ opinions of a specific feature of a product.
Customer Satisfaction with the Buying Process
LaggingBetter when higher
Definition
If a buying process is satisfactory for customers, they may be more likely to remain loyal to the product.
Satisfaction with Services Offered
LaggingBetter when higher
Definition
May provide insight into which products or services are doing well and whether to expand the product offering.
Customer Complaints
LaggingBetter when lower
Definition
The number of complaints received from customers or internal stakeholders.
Formula
Count of customer complaints.
Life Cycle Distribution Status
Leading
Definition
Where customers fall within the stages of the customer life cycle, including how many are in each stage and the rate at which they are moving.
Average Number of Referrals per User
LeadingBetter when higher
Definition
The average number of referrals per user.
Formula
Number of Referrals ÷ Number of Users
Client Summit Attendance
LeadingBetter when higher
Definition
The number of people who attend a client event, which can also be measured as a percentage of an attendance target or of the total client base.
Share of Wallet
LaggingBetter when higher
Definition
The portion of a customer's total spending that goes toward the company's products and services.
Visit Frequency
LeadingBetter when higher
Definition
How often a visitor makes trips to the company website or location.
External Benchmark Survey Ratings
Lagging
Definition
A comparison of an organization's customer satisfaction with its competitors' customer satisfaction.
Intention to Repurchase
LeadingBetter when higher
Definition
The customer's likelihood to repurchase, often self-reported in a survey near the time of the original purchase.
Percentage of Customers Who Are "Very" or "Extremely" Satisfied
LaggingBetter when higher
Definition
The percentage of survey respondents who consider themselves "very" or "extremely" satisfied.
Formula
Customers Who Consider Themselves "Very" or "Extremely" Satisfied ÷ Total Survey Respondents
Percent of Customers Completing Midyear Check-In
LeadingBetter when higher
Definition
Percent of customers that complete the midyear check-in process.
Number of Customers Attending Annual Conference
Leading
Definition
Number of customers that attend the annual conference (or webinar, or other activity).
Total Calls
Number of Calls Needed to Resolve Each Issue
Better when lower
Comparison of Product with Customer Expectations
LaggingBetter when higher
Definition
Whether a product or service meets or exceeds what customers expected of it.
Formula
(Customers who say the product met or exceeded expectations ÷ customers surveyed) × 100.
Example
340 ÷ 400 = 85%.

IT KPIs

System Uptime / Availability
LaggingBetter when higher
Definition
The share of time a system is operational and available to users.
Formula
(Uptime ÷ total scheduled time) × 100.
Example
7,128 hours ÷ 7,200 = 99%.
What good looks like
99.9% ('three nines') still leaves ~8.8 hours of downtime a year; critical systems target 99.99%
Weak → strong
"Keep systems up" → "Maintain 99.9% availability for tier-1 systems, owned by the infrastructure lead, reviewed monthly against SLA".
Mean Time to Repair (MTTR)
LaggingBetter when lower
Definition
The average time to restore service after an incident occurs.
Formula
Total repair time ÷ number of incidents.
Example
500 minutes ÷ 10 incidents = 50 minutes.
What good looks like
there is no universal target — set it against your SLA and drive the trend down; elite teams restore tier-1 service in under an hour
Weak → strong
"Fix outages quickly" → "Restore tier-1 service within 60 minutes (MTTR), owned by the on-call lead, reviewed per incident".
Mean Time Between Failures (MTBF)
LaggingBetter when higher
Definition
The average operating time between system failures, a measure of reliability.
Formula
Total operating time ÷ number of failures.
Example
10,000 hours ÷ 10 failures = 1,000 hours.
Mean Time to Detect (MTTD)
LaggingBetter when lower
Definition
The average time between an issue arising and the team detecting it.
Formula
Total detection time ÷ number of incidents.
Example
150 minutes ÷ 10 incidents = 15 minutes.
Incident Volume
LeadingBetter when lower
Definition
The total number of IT incidents logged over a period.
Formula
Count of incidents in the period.
Example
120 incidents in a month = 120.
Average System Response Time
LeadingBetter when lower
Definition
The average time a system takes to respond to a request.
Formula
Total response time ÷ number of requests.
Example
2,000 ms ÷ 10,000 requests = 200 ms.
Ticket Resolution Time
LaggingBetter when lower
Definition
The average time to close an IT support ticket.
Formula
Total resolution time ÷ number of tickets.
Example
3,000 hours ÷ 1,000 tickets = 3 hours.
Cost Per Ticket
LaggingBetter when lower
Definition
The average cost to handle one IT support ticket.
Formula
Total support cost ÷ number of tickets.
Example
$25,000 ÷ 1,000 tickets = $25.
Security Incident Count
LaggingBetter when lower
Definition
The number of confirmed security incidents over a period.
Formula
Count of verified security incidents in the period.
Example
4 incidents in a quarter = 4.
Patch Compliance Rate
LeadingBetter when higher
Definition
The share of systems patched to the required level within policy timelines.
Formula
(Compliant systems ÷ total systems) × 100.
Example
950 ÷ 1,000 = 95%.
Backup Success Rate
LaggingBetter when higher
Definition
The share of scheduled backups that complete successfully.
Formula
(Successful backups ÷ total scheduled backups) × 100.
Example
990 ÷ 1,000 = 99%.
Sprint Velocity
Lagging
Definition
The average amount of work a development team completes per sprint.
Formula
Total story points completed ÷ number of sprints.
Example
120 points ÷ 3 sprints = 40 points/sprint.
Number of Major Network Outages
LaggingBetter when lower
Definition
Tracks incidents where a certain percentage of users (e.g., 30%) were negatively affected for a certain period of time (e.g., 3 hours).
Percent of Repair Calls Resolved Within 24 Hours
LaggingBetter when higher
Definition
Looks at the efficiency of the IT department in supporting communication networks and solving problems for citizens as they arise.
IT Customer Satisfaction Rate
LaggingBetter when higher
Definition
The percentage of customers happy with their interaction with the IT service desk.
End-User Adoption Rate
Better when higher
User Adoption Rate
LeadingBetter when higher
Definition
Measures the extent and effectiveness of software use within an organization.
Formula
New active users ÷ total sign-ups × 100

Project Management KPIs

On-Time Completion Rate
LaggingBetter when higher
Definition
The share of projects or tasks completed by their planned due date.
Formula
(Completed on time ÷ total completed) × 100.
Example
45 on time ÷ 50 = 90%.
What good looks like
across 500+ organizations on the ClearPoint platform, only about 14% of initiatives are ever completed — and projects with a named owner finish roughly 2.5× as often, so 'has an owner' is the first target
Weak → strong
"Deliver projects on time" → "Complete 90% of milestones by their baseline date, owned by the project manager, reviewed at each gate".
On-Budget Completion Rate
LaggingBetter when higher
Definition
The share of projects completed at or under their approved budget.
Formula
(Projects on/under budget ÷ total projects) × 100.
Example
44 ÷ 50 = 88%.
Schedule Variance (SV)
LaggingBetter when higher
Definition
The difference between work scheduled and work performed, expressed in cost terms. A negative SV means the project is behind schedule.
Formula
Earned Value − Planned Value.
Example
$90,000 EV − $100,000 PV = −$10,000.
Cost Variance (CV)
LaggingBetter when higher
Definition
The difference between budgeted and actual cost of work performed.
Formula
Earned Value − Actual Cost.
Example
$90,000 EV − $95,000 AC = −$5,000.
Cost Performance Index (CPI)
LeadingBetter when higher
Definition
A measure of cost efficiency comparing earned value to actual cost. Below 1.0 means each dollar buys less work than planned.
Formula
Earned Value ÷ Actual Cost.
Example
$90,000 ÷ $95,000 = 0.95.
What good looks like
a CPI of 1.0 means you are exactly on budget; below 1.0 is over budget; sustained ≥1.0 across the portfolio is the goal
Weak → strong
"Stay on budget" → "Hold CPI at or above 1.0 across active projects, owned by the PMO, reviewed monthly".
Schedule Performance Index (SPI)
LeadingBetter when higher
Definition
A measure of schedule efficiency comparing earned value to planned value. Below 1.0 means the project is behind schedule; above 1.0, ahead of it.
Formula
Earned Value ÷ Planned Value.
Example
$90,000 ÷ $100,000 = 0.90.
Resource Utilization Rate
Leading
Definition
The share of available resource time spent on productive project work.
Formula
(Billable or project hours ÷ total available hours) × 100.
Example
1,500 ÷ 2,000 hours = 75%.
Scope Creep
LaggingBetter when lower
Definition
The degree to which project scope expands beyond the original baseline.
Formula
((Added scope items ÷ original scope items) × 100).
Example
8 added ÷ 40 original = 20%.
Milestone Hit Rate
LaggingBetter when higher
Definition
The share of project milestones met on or before their target date.
Formula
(Milestones hit on time ÷ total milestones) × 100.
Example
18 ÷ 20 = 90%.
Earned Value (EV)
Lagging
Definition
The budgeted value of work actually completed at a point in time.
Formula
% work complete × budget at completion.
Example
45% × $200,000 = $90,000.
Planned vs Actual Hours
Lagging
Definition
The comparison of hours estimated for work against hours actually spent.
Formula
(Actual hours ÷ planned hours) × 100.
Example
1,100 actual ÷ 1,000 planned = 110%.
Risk Count
Leading
Definition
The number of active, identified risks tracked on a project at a point in time.
Formula
Count of open risks in the risk register.
Example
12 open risks logged = 12.
Time Spent
Leading
Definition
The amount of time that is spent on the project by all team members, or by each team member individually.
Formula
Sum of hours spent by all team members.
Number of Adjustments to the Schedule
Lagging
Definition
How many times your team has made adjustments to the completion date of the project as a whole.
Formula
Count of schedule adjustments.
FTE Days vs. Calendar Days
Leading
Definition
How much time your team is spending on a project by calendar days, hours, and/or full-time equivalent work days.
Formula
FTE days ÷ calendar days.
Resource Capacity
Leading
Definition
The number of individuals working on a project multiplied by the percent of time they have available to work on it.
Formula
Number of resources × available time (%).
Resource Conflict YOY
LaggingBetter when lower
Definition
Compares the number of projects with resource conflicts year over year (YOY), showing whether conflicts are a persistent problem or a one-off.
Formula
Number of conflicts this year − number of conflicts last year.
Planned Value
Leading
Definition
The budgeted cost of the work scheduled to be finished by a given date. Compare it with earned value to see whether the project is ahead of or behind schedule.
Formula
Total budget × planned % complete.
Number of Errors (Rework)
LaggingBetter when lower
Definition
Tracks how often tasks need to be redone during the project, which can impact both budget and schedule.
Formula
Count of errors or reworks.
Stakeholder Satisfaction
LaggingBetter when higher
Definition
How satisfied the stakeholders involved are, based on their survey or feedback scores.
Formula
Survey score or feedback score.
Resource Profitability
LaggingBetter when higher
Definition
The profitability of resources, comparing the revenue generated by team members to their costs.
Formula
Revenue generated ÷ cost of resources.
Training/Research Needed for Project
Leading
Definition
The amount of training or research required before the project can start, tracked in hours, courses, or other relevant metrics.
Formula
Total training/research hours.
Number of Canceled Projects
LaggingBetter when lower
Definition
The number of projects that have been paused or canceled.
Formula
Count of canceled projects.
Number of Change Requests
LaggingBetter when lower
Definition
The frequency of changes requested by clients to the project scope.
Formula
Count of change requests.
Risk Management Effectiveness
LaggingBetter when higher
Definition
How effectively the project team identifies, assesses and mitigates risks: the share of identified risks that were mitigated.
Formula
(Number of mitigated risks ÷ total identified risks) × 100.
Overdue Project Percentage
LaggingBetter when lower
Definition
The share of projects that are late or behind schedule.
Formula
Number of overdue projects in a given period ÷ total number of projects in the period.
Average Cost per Hour
Lagging
Definition
The average cost of labor per hour, including employee salaries, benefits, and other associated costs.
Formula
Total Labor Costs ÷ Total Hours Worked
Percent Complete
LeadingBetter when higher
Definition
A measure of project progress, calculated differently by each organization, for example as an average of all project milestones or with some milestones weighted more heavily.

Local Government KPIs

Emergency Response Time
LaggingBetter when lower
Definition
Average elapsed time from a 911 call being received to the first responder arriving on scene.
Formula
Sum of all response times ÷ number of incidents.
Example
5,400 minutes ÷ 720 incidents = 7.5 min average.
What good looks like
NFPA 1710 sets a 4-minute first-engine response standard for career fire departments and ~8 minutes for EMS; response time is one of the most-tracked KPIs across the governments on the ClearPoint platform
Weak → strong
"We respond to emergencies quickly" → "Median fire/EMS response under 7 minutes for 90% of priority-1 calls, owned by the Fire Chief, reviewed monthly".
311 Service Request Resolution Rate
LaggingBetter when higher
Definition
Share of non-emergency 311 service requests closed within the published target window.
Formula
(Requests resolved on time ÷ total requests received) × 100.
Example
8,500 ÷ 10,000 = 85% resolution rate.
What good looks like
leading cities publish on-time closure rates by request type and target 90%+ within the posted service-level window
Weak → strong
"We handle citizen requests" → "Close 90% of 311 requests within the service-level target by Q4, owned by the 311 Operations Manager".
Permit Processing Time
LaggingBetter when lower
Definition
Average number of business days from permit application submission to final approval, issuance, or denial.
Formula
Sum of processing days ÷ number of permits decided (issued or denied).
Example
4,200 days ÷ 600 permits = 7 days average.
Road/Pavement Condition Index
LaggingBetter when higher
Definition
Composite score (typically 0–100, where 100 is excellent and 0 is failed) rating the surface condition of a road network from field inspections.
Formula
Weighted average of individual segment condition scores across the network.
Example
Network-wide weighted average = 72 PCI (good).
General Fund Balance
Lagging
Definition
Unrestricted reserves held in the general fund, often expressed as months of operating expenditure.
Formula
Unassigned fund balance ÷ average monthly operating expenditure.
Example
$30M ÷ $5M per month = 6 months of reserves.
Budget Variance
LeadingBetter when in target range
Definition
Difference between budgeted and actual spending, signaling fiscal discipline before year-end results land.
Formula
((Actual − budgeted) ÷ budgeted) × 100.
Example
(($52M − $50M) ÷ $50M) × 100 = +4% over budget.
Citizen Satisfaction Score
LaggingBetter when higher
Definition
Resident-rated satisfaction with municipal services, captured through community surveys.
Formula
(Satisfied respondents ÷ total respondents) × 100.
Example
1,560 ÷ 2,000 = 78% satisfaction.
Crime Rate / Clearance Rate
Lagging
Definition
Crime rate is reported offenses per 100,000 residents; clearance rate is the share of those crimes solved or closed.
Formula
Clearance rate = (cases cleared ÷ reported cases) × 100.
Example
1,800 cleared ÷ 6,000 reported = 30% clearance rate.
Infrastructure Projects On-Time
LaggingBetter when higher
Definition
Share of capital infrastructure projects completed on or before their scheduled deadline.
Formula
(Projects delivered on time ÷ total projects completed) × 100.
Example
34 ÷ 40 = 85% on-time.
Water Quality Compliance Rate
LaggingBetter when higher
Definition
Percentage of water quality tests that meet regulatory safety standards over a reporting period.
Formula
(Compliant samples ÷ total samples tested) × 100.
Example
1,990 ÷ 2,000 = 99.5% compliance.
Property Tax Collection Rate
LaggingBetter when higher
Definition
Share of property taxes levied that are actually collected within the fiscal year.
Formula
(Taxes collected ÷ taxes levied) × 100.
Example
$96M ÷ $100M = 96% collection rate.
Average Time to Fill Potholes
LaggingBetter when lower
Definition
Average elapsed time from a pothole being reported to it being repaired.
Formula
Sum of repair times ÷ number of potholes filled.
Example
4,800 hours ÷ 1,600 potholes = 3 hours average.
Public Transit On-Time Performance
LaggingBetter when higher
Definition
Percentage of transit trips arriving within the agency's defined on-time window.
Formula
(On-time trips ÷ total scheduled trips) × 100.
Example
18,400 ÷ 20,000 = 92% on-time.
Value of Commercial Projects Constructed
Lagging
Definition
Traces the amount of new commercial investment in a municipality. It is calculated by adding all of the estimated costs of construction values on building permits in a given time frame.
Formula
Sum of estimated construction values on building permits in the time frame.
Total Number of Permits Issued
Lagging
Definition
The total number of building permits issued, indicating the amount of construction occurring in any given year in a municipality.
Total Number of Inspections Performed
Definition
This metric looks at the number of construction projects completed in any given year in a municipality.
Total Permit Revenue
Lagging
Definition
The dollar amount a municipality brings in from building permits, contractor registration, violation search, and lien settlement requests.
Percentage of Plans Approved After First Review
Lagging
Definition
The rate at which plans are approved on the first attempt, to better understand the speed of the review process.
Number of Water Line Breaks
LaggingBetter when lower
Definition
The number of water line breaks, a way to assess how well the municipality maintains its water lines.
Percentage of Resident Complaints Addressed Within 24 Hours
LaggingBetter when higher
Definition
Measures the speed at which resident concerns are acknowledged and logged into the system.
Percentage of Street Lights in Service
LaggingBetter when higher
Definition
Shows the effectiveness of inspections and work order response times.
Driver Courtesy Satisfaction Rating
LaggingBetter when higher
Definition
Gathered in a survey; helps evaluate the happiness of residents with work commutes.
Passenger Trips on Buses per Gallon of Fuel
Lagging
Definition
Total passenger trips per gallon of fuel, which provides information on the costs and value of providing municipal bus services.
Formula
Total passenger trips ÷ gallons of fuel.
Public Transportation Satisfaction Rating
LaggingBetter when higher
Definition
Measured with a survey; shows how happy residents are with public transportation options (and how likely they are to use them).
Percentage of Commuters Using Public Transportation
Lagging
Definition
Indicates how effective the department is at providing alternatives to car and pedestrian traffic.
Walkability Score
LaggingBetter when higher
Definition
A benchmark for comparison with other cities, measuring the “pedestrian friendliness” of a municipality.
Resident Satisfaction with Municipal Traffic
LaggingBetter when higher
Definition
A survey of resident satisfaction with the traffic in a municipality.
Percentage of Commuters Biking or Walking
Lagging
Definition
The percentage of residents who walk or bike to work.
Budgeting Ratio
Lagging
Definition
The ongoing operating expenditure divided by the total ongoing operating revenues.
Formula
Ongoing operating expenditure ÷ total ongoing operating revenues.
Debt per Capita
Lagging
Definition
The condition of municipal debt in relation to the total population.
Formula
Municipal debt ÷ total population.
Full-Time Employees per Capita
Leading
Definition
The number of municipal staff in relation to total municipal population, which can be compared to other similar municipalities.
Number of Grant Compliance Violations
LaggingBetter when lower
Definition
Tracks compliance improvement over time.
Number of Employees Trained in Grant Writing
Leading
Definition
Helps municipalities maximize grant-seeking activities.
Total Number of Audit Findings
LaggingBetter when lower
Definition
Evaluates the findings in the financial auditing process in a municipality.
Satisfaction with Municipal Website
LaggingBetter when higher
Definition
Measured in a survey; reflects the overall quality and user-friendliness of the website as a means of communication with residents.
Number of Performances at Performing Arts Center
Leading
Definition
The number of events at a community performing arts center, which illustrates the long-term use and viability of the facility.
Percentage of Dates Booked in Arena
Leading
Definition
The number of available dates booked in a municipal arena, which helps assess the effectiveness of utilizing that piece of infrastructure.
Number of Festivals and Cultural Events
Leading
Definition
The number of festivals and cultural events held in a given time frame.
Number of Town Hall Participants
Leading
Definition
Demonstrates how engaged residents are with the functions and policy of a city hall.
Resident Satisfaction with Appearance of Municipality
LaggingBetter when higher
Definition
A survey of how satisfied residents are with the overall appearance of the community.
Resident Satisfaction with Municipality as Place to Live
LaggingBetter when higher
Definition
A survey of how satisfied residents are with the municipality as a place to live.
Poverty Rate
LaggingBetter when lower
Definition
Offers insight into the status of a municipality as a place that fosters upward mobility, and acts as a benchmark against state and national poverty rates.
Resident Satisfaction of Municipality as a Workplace
Better when higher
Definition
The feelings of residents toward the municipality’s economic outlook, captured in a survey.
Number of Active Municipal Mobile App Users
Leading
Definition
Active municipal app downloads and users, which show the effectiveness of the app as a communication method.
Resident Satisfaction with Municipal Communication
LaggingBetter when higher
Definition
Satisfaction with the overall communication of the municipality, which reflects general feelings that cannot be captured by other quantitative measures.
Number of Municipal Website Visitors
Leading
Definition
The number of website visits in a given time period.
Change in Value of Commercial Property
Lagging
Definition
Indicates the current state of the commercial real estate market in a municipality.
Number of Employers at Municipal Job Fairs
Leading
Definition
The total number of employers at municipal job fairs, which indicates the relative number of job openings in a municipality.
Number of Attendees at Municipal Job Fairs
Leading
Definition
The number of attendees at a municipal job fair, which reflects the number of residents actively looking for jobs.
Unemployment Rate
LaggingBetter when lower
Definition
The percentage of individuals of working age who are (a) not in school and (b) actively seeking work.
Number of Jobs in Municipality
Lagging
Definition
Reveals growth or decline in employment opportunities.
Municipality-Wide Commercial Vacancy Rate
Lagging
Definition
Reports on the availability of commercial property and reflects the state of the municipal economy.
Number of New Businesses
Lagging
Definition
Sizes up economic development; directly related to increases in municipal revenue.
Number of Business License Renewals
Lagging
Definition
Tracks returning businesses as a way to evaluate the business climate and commercial retention rate.
Number of New Jobs Created
Lagging
Definition
An indicator of growth in the economy of a municipality; directly linked to the unemployment rate.
Percentage of On-Time Bus Arrivals at School
LaggingBetter when higher
Definition
Helps school districts understand school transportation logistics and what they need to improve.
Library Use per Capita
LeadingBetter when higher
Definition
The amount of library use per resident, which can reveal how beneficial and accessible its resources are.
Private High School Graduation Rate
LaggingBetter when higher
Definition
The graduation rate at private schools, which shows the schools’ academic performance and offers a point of comparison to public schools.
Public High School Graduation Rate
LaggingBetter when higher
Definition
Gauges academic success and the effectiveness of the education system as a whole.
Percentage of Hybrid Buses
Leading
Definition
The number of hybrid buses divided by the total number of city buses.
Formula
Hybrid buses ÷ total city buses.
Landfill Diversion Rate
LaggingBetter when higher
Definition
The proportion of total municipal waste diverted to landfill alternatives (like recycling centers and waste-to-energy plants).
Percentage of Good Air Quality Days
LaggingBetter when higher
Definition
The share of days in a period (usually one year) when air quality meets the Air Quality Index standard of “good”.
Formula
Days with good air quality ÷ total days in the period.
Greenhouse Gas Emissions per Capita
LaggingBetter when lower
Definition
Municipality-wide greenhouse gas emissions per capita, a way to track progress as a municipality becomes more sustainable.
Number of New Trees Planted in Public Places
Lagging
Definition
The number of new trees planted each year.
Water Usage per Capita
LaggingBetter when lower
Definition
Indicates the effectiveness of long-term water conservation strategies.
Number of Residents Assisted in Housing Relief Programs
Lagging
Definition
The number of actual recipients of housing relief.
Percentage of Residents Satisfied with Affordable Housing
LaggingBetter when higher
Definition
Gauges performance in providing high-quality, affordable housing to residents.
Housing Opportunity Index Percentage
LaggingBetter when higher
Definition
The number of new and existing homes affordable to families earning the area median income, divided by the total number of homes.
Formula
Homes affordable at area median income ÷ total homes.
Number of HUD Eligible First-Time Homebuyers
Lagging
Definition
The number of HUD-eligible first-time homebuyers at or below 80% of area median income (based on HUD’s Consolidated Annual Performance and Evaluation Report).
Resident Satisfaction with Neighborhood Meetings
LaggingBetter when higher
Definition
Taken from a satisfaction survey; shows whether residents find neighborhood meetings informative.
Percentage of Residents Satisfied with Parks
LaggingBetter when higher
Definition
Helps determine whether the department provides high-quality recreation programs and spaces for its citizens.
Number of Community Gardens
Leading
Definition
Shows the impact of community garden programs on the community-building, health, and attractiveness of the municipality.
Percentage of Residents Satisfied with Recreational Options
LaggingBetter when higher
Definition
Shows whether the parks and recreation department is providing programs that align with the interests of community members.
Percentage of Playgrounds Inspected
LeadingBetter when higher
Definition
Helps ensure that equipment is safe for children to use.
Number of Parks and Recreation Volunteer Hours
Leading
Definition
A means of observing growth in engaging residents around community parks and recreation projects and initiatives.
Percentage of Active Space in Use
Leading
Definition
An indicator of how utilized the facilities in the parks and recreation department are.
Number of Roadway Accidents
LaggingBetter when lower
Definition
Identifies the success of traffic safety programs and initiatives over time.
Number of Fires per 10,000 Residents
LaggingBetter when lower
Definition
The fire incident rate, which can be measured against national standards to determine the effectiveness of fire safety.
Municipal Fire Cost per Capita
LaggingBetter when lower
Definition
Fire loss per capita: the amount of damage caused by fires per person in a particular area during a year.
Injury Rate of Firefighters per Fire
LaggingBetter when lower
Definition
Closely tied to the severity of fires and the number of firefighters available at a fire; gives insight into fire prevention success and staffing needs.
Number of Community Relation Initiatives by Police
Leading
Definition
Community relation initiatives (like neighborhood meetings) build the trust and respect of citizens.
Number of Foot and Bike Patrol Hours
LeadingBetter when higher
Definition
The number of hours spent by police on foot and bike patrol, which helps develop positive relationships between law enforcement and community members.
Civilian Fire Injuries per 100,000 Residents
LaggingBetter when lower
Definition
The rate of non-firefighters physically harmed during a fire.
Number of Fire Prevention Code Violations
Lagging
Definition
The number of fire prevention code violations found during routine fire inspections, which can help identify the effectiveness of fire training and education.
Immunization Compliance Rate by Age 2
LeadingBetter when higher
Definition
The number of children who have received the recommended shots (4 DTaP, 3 Polio, 1 MMR, 3 HIB, 3 HepB, and 1 VAR) within their first 24 months.
Emergency Medical Services Incidents per 1,000 Residents
Lagging
Definition
Emergency dispatches that meet certain criteria relative to the overall population, which shows the rate at which emergencies occur.
Number of Violent Crimes
LaggingBetter when lower
Definition
One of the most standard means of determining the overall safety of the municipality and the seriousness of crime in the area.
Number of Non-Violent Crimes
LaggingBetter when lower
Definition
The total number of non-violent crimes.
Percentage of Residents Who Feel Safe in Parks
LaggingBetter when higher
Definition
The percentage of residents who indicate that they feel safe in parks.
FEMA Community Rating System (CRS) Score
Leading
Definition
A benchmark of community preparedness for natural disasters.
Number of Juvenile Arrests
Lagging
Definition
Illustrates the prevalence of youth criminal activity in a municipality.
Number of Criminal Investigations
Leading
Definition
A method for determining police department activity over time.
Number of Emergency Response Calls
Lagging
Definition
Tracks the long-term trends of fire, rescue, and miscellaneous emergencies.
Number of Applications Received
Leading
Definition
The number of applications received for local government positions, which shows the level of interest that new job postings are generating.
Percentage of Performance Evaluations Completed on Time
LeadingBetter when higher
Definition
A critical component of a successful performance management process.
Number of Incidents per 100,000 Miles Driven
LaggingBetter when lower
Definition
The number of incidents per 100,000 miles driven in municipal vehicles, used to evaluate vehicle safety standards and costs.
Service Request Resolution Time
LaggingBetter when lower
Definition
The average number of days from request to resolution.
Police Priority-1 Response Time
LaggingBetter when lower
Definition
The time police take to respond to high-priority calls that need immediate dispatch.
Violent Crime Rate
LaggingBetter when lower
Definition
Reported violent crimes (assault, robbery, homicide) per 1,000 residents.
Property Crime Rate
LaggingBetter when lower
Definition
Reported property crimes (theft, burglary, auto theft) per 1,000 residents.
Traffic Fatalities per 100,000 Residents
LaggingBetter when lower
Definition
Annual traffic fatalities normalized to population, including pedestrians and cyclists.
Domestic Violence Response Compliance
LaggingBetter when higher
Definition
Percentage of domestic violence calls responded to within policy guidelines.
Streetlight Repair Time
LaggingBetter when lower
Definition
Average days from reported streetlight outage to repair completion.
Water/Wastewater System Uptime
LaggingBetter when higher
Definition
Percentage of time water and wastewater systems operate without major outage.
Business License Processing Time
LeadingBetter when lower
Definition
Average business days from application to business license issuance.
Commercial Occupancy Rate
LaggingBetter when higher
Definition
Percentage of available commercial space (retail, office) occupied.
Unemployment Rate vs. Regional
LaggingBetter when lower
Definition
City unemployment rate minus the regional average, in percentage points; negative is better.
Formula
City unemployment rate − regional average.
Business Confidence / Retention
LeadingBetter when higher
Definition
Percentage of surveyed businesses reporting intent to remain or expand locally.
Housing Affordability Index
Lagging
Definition
Median home price ÷ (median household income × 3); above 1.0 is unaffordable.
Formula
Median home price ÷ (median household income × 3).
Tree Canopy Coverage
LaggingBetter when higher
Definition
Percentage of city land covered by tree canopy.
Green Space per Capita
LeadingBetter when higher
Definition
Total public green space (parks, natural areas) per resident, in square feet.
Park Maintenance Satisfaction
LaggingBetter when higher
Definition
Percentage of park users rating maintenance quality as good or excellent.
Environmental Sustainability Index
LaggingBetter when higher
Definition
Composite score (1–5) of recycling rate, renewable energy use, and conservation initiatives.
Revenue Collection Rate
LaggingBetter when higher
Definition
Percentage of budgeted tax and fee revenue actually collected.
Permit Revenue Collection Rate
LaggingBetter when higher
Definition
Percentage of issued permits with fees collected.
Structural Budget Balance
Better when higher
Percentage of Officers Trained in Community Policing
Better when higher
Police Budget Variance
Percentage of Officers with CIT Certification
Better when higher
Cost of Government per Capita
Lagging
Definition
Total spending divided by population, the simplest measure of what government costs each resident.
Formula
Total spending ÷ population
Debt Service Ratio
Lagging
Definition
Debt payments as a share of revenue.
Formula
Debt payments ÷ revenue
Budget Execution Rate
Lagging
Definition
How much of the adopted budget was actually spent as planned.
Pension Funded Ratio
LaggingBetter when higher
Definition
Plan assets as a share of liabilities.
Formula
Plan assets ÷ liabilities
Cost per Ton of Solid Waste Collected
LaggingBetter when lower
Definition
The cost per ton of solid waste collected.
Cost per Capita by Service
Lagging
Definition
What a service such as parks, policing, or road maintenance costs each resident.
Share of Residents Who Feel Safe
LaggingBetter when higher
Definition
A perception outcome: the share of residents who feel safe.
Crime Rate per 1,000 Residents
LaggingBetter when lower
Definition
The crime rate per 1,000 residents.
Percentage of Historic Preservation Cost Funded by Municipality Funds
Lagging
Definition
How much of the funding for historical preservation comes from outside sources compared with municipal resources.
Percentage of Capital Projects Completed Within Project Budget
LaggingBetter when higher
Definition
The percentage of capital projects completed within project budget.
Percentage of Projects Initiated Within 12 Months of Funding Authorization
LaggingBetter when higher
Definition
The percentage of projects initiated within one year of funding authorization, showing the speed with which capital projects move into construction.
Total Miles of Municipal Streets Paved
Lagging
Definition
The miles of municipal streets paved annually.
Total Miles of Municipal Sidewalk Repaired
Lagging
Definition
The miles of sidewalks maintained per year.
Percentage of Bridges with a Sufficiency Rating of 50%
LaggingBetter when higher
Definition
The percentage of bridges that meet sufficiency standards under the Federal Highway Administration bridge sufficiency formula.
Average Number of Customer Complaints per Week
LaggingBetter when lower
Definition
The average number of customer complaints per week, used to track resident satisfaction with the public works department.
Average Speed on Neighborhood Streets
Lagging
Definition
The average speed on neighborhood streets, which reveals long-term variation in traffic on small municipal streets.
Average Speed on Arterial Streets
Lagging
Definition
The average speed on arterial streets, which indicates increases and decreases of traffic on important road sections.
Average Hours to Remove Snow from Streets
LaggingBetter when lower
Definition
The hours it takes to get roads plowed after a snowfall.
Real Estate Assessment to Sales Ratio (ASR)
LaggingBetter when in target range
Definition
The ratio of the assessed values of local real estate to the selling prices of normal, single-family sales of real property.
Real Estate Coefficient of Dispersion (COD)
LaggingBetter when lower
Definition
The variation of individual assessment ratios around the median level of assessment.
Bond Rating
LaggingBetter when higher
Definition
The municipal bond rating, as determined by agencies such as Moody's, Standard & Poor's, and the National Bond Rating Agency, an indicator of the financial stability of local governments.
Average Number of Hours to Complete Service Desk Request
LaggingBetter when lower
Definition
The average number of hours it takes to complete a service desk request.
Total Attendance at Festivals and Cultural Events
LaggingBetter when higher
Definition
Attendance at festivals and events in a municipality.
Average Percentage of Capacity Filled at Performing Arts Center
LeadingBetter when higher
Definition
The average percentage of capacity filled during events at a public performing arts center.
Voter Turnout (Municipal Elections)
LaggingBetter when higher
Definition
Percentage of registered voters who vote in municipal elections.
Median Household Income
LaggingBetter when higher
Definition
The median household income of an area.
Total Tourism Tax Dollars
LaggingBetter when higher
Definition
Total tourism tax income.
Real Gross Domestic Product (GDP) of Municipality
LaggingBetter when higher
Definition
The economic production of a municipality over time, adjusted for inflation by setting a standard year's prices.
Percentage of Residents with a GED or High School Diploma
LaggingBetter when higher
Definition
The percentage of residents who have obtained a high school diploma or GED.
Percentage of Residents Rating Public Schools Excellent or Good
LaggingBetter when higher
Definition
Resident satisfaction with public schools, measured in a survey.
Percentage of Residents with a Bachelor's Degree or Higher
LaggingBetter when higher
Definition
The percentage of residents with a bachelor's degree or higher.
Miles of Roadside Litter Collected
Leading
Definition
The miles of roadside litter collected in a given time period.
Tons of Community-Recycled Composted Materials
LaggingBetter when higher
Definition
The tons of recycled materials a community discards in a given time frame.
Percentage of Municipal Facilities Incorporating Energy Efficient Upgrades
LeadingBetter when higher
Definition
The percentage of municipal facilities incorporating energy efficient upgrades.
Average Days to Close a Code Violation Case
LaggingBetter when lower
Definition
The average number of days to close a code violation case.
Number of Supported Affordable Housing Units Created per Year
LaggingBetter when higher
Definition
The number of affordable houses created with support from the local government.
Amount of Housing Relief Distributed
Lagging
Definition
The dollar amount of housing relief provided by the municipality.
Number of Municipality-Wide Chronically Homeless Individuals
LaggingBetter when lower
Definition
The number of chronically homeless individuals in a given area.
Percentage of Households That Pay 30% or More of Income on Housing
LaggingBetter when lower
Definition
The percentage of municipal households who pay at or above 30% of household income on housing, HUD's standard for burdensome housing cost.
Total Attendance at Neighborhood Meetings
LeadingBetter when higher
Definition
Total attendance at neighborhood meetings.
Recreation Center Attendance
LaggingBetter when higher
Definition
The number of people using public recreation centers.
Acres of Park Land
Lagging
Definition
The yearly acreage of park land.
Number of Rounds of Golf Played at Public Courses
Lagging
Definition
The number of rounds of golf played at public courses.
Total Park Attendance
LaggingBetter when higher
Definition
The total number of park visitors.
Miles of Trails
LaggingBetter when higher
Definition
The total miles of trails in parks.
Number of Youth Participating in Summer and Recreational Programs
LeadingBetter when higher
Definition
The number of youth who participate in recreational programs year-round.
Park Accessibility (10-Min Walk)
LaggingBetter when higher
Definition
Percentage of residents within a 10-minute walk to a city park.
Number of Hours Spent Interacting with Students in Public School by Police
Leading
Definition
The time police and school resource officers spend interacting with students in the schools.
Total Attendance at Safety Education Programs
LeadingBetter when higher
Definition
The number of residents who attend events such as citizen fire safety training, school fire safety programs, and Citizens Emergency Response Team training.
Percentage of Overweight and Obese Children Enrolled in Public School Kindergarten
LaggingBetter when lower
Definition
The percentage of overweight and obese children enrolled in public school kindergarten, based on weight statistics from entry physicals.
Number of Residents Who Feel Safe in Their Neighborhood
LaggingBetter when higher
Definition
The number of residents who feel safe in their neighborhood, based on a survey.
Percentage of Fire Response Time Within Goal (8 Minutes)
LaggingBetter when higher
Definition
The percentage of fires responded to within 8 minutes of the phone call, the time set by the National Standards for Fire.
Emergency Medical Service Response Time Within Goal (8 Minutes)
LaggingBetter when higher
Definition
The percentage of emergencies responded to within 8 minutes of the phone call, the national standard time.
Percentage of Public & Private Schools with Fire Drills Conducted
LeadingBetter when higher
Definition
The percentage of schools where fire drills were successfully conducted.
Diversity of New Hires
Lagging
Definition
The diversity of new hires, measured using application questions.
Diversity of Workforce
Lagging
Definition
The diversity of the overall workforce.
Total Hours of Training Attended
LeadingBetter when higher
Definition
The combined training hours attended, indicating how much employee development took place in a period.
Downtown Ground-Floor Vacancy Rate
Better when lower
Service Requests Closed Within Target Time
Better when higher
Police Staffing vs. Target
LeadingBetter when higher
Definition
Actual police officers as a percentage of the department's authorized complement.
Emergency Services Staffing Level
LeadingBetter when higher
Definition
Percentage of authorized firefighter and EMS positions filled.
New Business Formations
LaggingBetter when higher
Definition
Year-over-year percentage growth in new business licenses issued.
Small Business Growth Index
LaggingBetter when higher
Definition
Net growth rate of businesses with 1-50 employees.
Commercial Building Permits
LeadingBetter when higher
Definition
Annual commercial construction permits issued, signaling development activity.
Parks & Recreation Program Participation
LeadingBetter when higher
Definition
Percentage of residents (all ages) enrolled in city-sponsored programs.
Community Event Attendance
LaggingBetter when higher
Definition
Annual attendance across all city-sponsored community events and festivals.
Youth Program Enrollment
LeadingBetter when higher
Definition
Percentage of school-age children (K–12) enrolled in city youth programs.
Annual Volunteer Hours
LeadingBetter when higher
Definition
Total hours of volunteer service contributed across city departments annually.
Resident Safety Perception
LaggingBetter when higher
Definition
Percentage of residents who feel safe walking in their neighborhood at night.
Miles of Accessible Trails
LaggingBetter when higher
Definition
Total miles of maintained walking, biking, and nature trails.
Recreation Program Attendance
LeadingBetter when higher
Definition
Annual attendance across all city recreation programs and classes.

Healthcare KPIs

Hospital Readmission Rate
LaggingBetter when lower
Definition
Share of discharged patients readmitted to a hospital within a defined window, typically 30 days.
Formula
(Readmissions within 30 days ÷ total discharges) × 100.
Example
240 ÷ 3,000 = 8% readmission rate.
What good looks like
U.S. 30-day all-cause readmission runs ~14–15%, and CMS financially penalizes excess readmissions, so beating the national rate is the goal
Weak → strong
"Reduce readmissions" → "Cut 30-day all-cause readmissions to under 10% for heart-failure patients by year-end, owned by the VP of Quality".
Average Length of Stay (ALOS)
Lagging
Definition
Average number of days an admitted patient stays in the hospital per inpatient episode.
Formula
Total inpatient days ÷ number of discharges (or admissions).
Example
12,600 patient days ÷ 3,000 discharges = 4.2 days ALOS.
Bed Occupancy Rate
Lagging
Definition
Proportion of available inpatient beds occupied over a period, indicating capacity utilization.
Formula
(Occupied bed days ÷ available bed days) × 100.
Example
25,500 ÷ 30,000 = 85% occupancy.
Patient Satisfaction (HCAHPS)
LaggingBetter when higher
Definition
Standardized survey measuring patients' perspectives on their hospital care, often summarized as the share giving a top-box rating.
Formula
(Top-box "9 or 10" overall ratings ÷ total survey respondents) × 100.
Example
1,440 ÷ 1,800 = 80% top-box score.
What good looks like
track the top-box (9–10) share against the national CMS percentile; the target is steady movement up the percentile, not a single fixed number
Weak → strong
"Improve patient experience" → "Raise HCAHPS overall top-box rating to 82% across med-surg units by Q3, owned by the Chief Nursing Officer".
Hospital-Acquired Infection (HAI) Rate
LaggingBetter when lower
Definition
Rate of infections patients contract during their hospital stay, normalized to patient exposure.
Formula
(Number of HAIs ÷ patient days) × 1,000.
Example
(45 ÷ 30,000) × 1,000 = 1.5 infections per 1,000 patient days.
Emergency Department Wait Time
LaggingBetter when lower
Definition
Average time from a patient's ED arrival to being seen by a qualified clinical provider.
Formula
Sum of door-to-provider times ÷ number of ED patients.
Example
50,000 minutes ÷ 2,000 patients = 25 min average.
Mortality Rate
LaggingBetter when lower
Definition
Share of admitted patients who die during their hospital stay, often risk-adjusted for case mix.
Formula
(In-hospital deaths ÷ total discharges) × 100.
Example
60 ÷ 3,000 = 2% mortality rate.
Medication Error Rate
LaggingBetter when lower
Definition
Frequency of medication errors (wrong drug, wrong patient, or wrong dose) relative to the volume of doses administered, across inpatient and outpatient services.
Formula
(Medication errors ÷ total doses administered) × 100.
Example
150 ÷ 50,000 = 0.3% error rate.
Claim Denial Rate
LaggingBetter when lower
Definition
Percentage of submitted insurance claims denied by payers on first submission.
Formula
(Denied claims ÷ total claims submitted) × 100.
Example
700 ÷ 10,000 = 7% denial rate.
Days in Accounts Receivable
LaggingBetter when lower
Definition
Average number of days it takes to collect payment after a service is billed.
Formula
(Total accounts receivable ÷ average daily net patient revenue).
Example
$9M ÷ $200K per day = 45 days in A/R.
Patient No-Show Rate
LaggingBetter when lower
Definition
Share of scheduled appointments where the patient fails to attend without canceling.
Formula
(No-show appointments ÷ total scheduled appointments) × 100.
Example
800 ÷ 8,000 = 10% no-show rate.
Staff-to-Patient Ratio
Leading
Definition
Number of clinical staff (e.g., nurses) on duty per patient during a given shift, a leading indicator of care capacity and safety.
Formula
Number of nurses on shift ÷ number of patients.
Example
25 nurses ÷ 100 patients = 1:4 ratio.
Operating Margin
LaggingBetter when higher
Definition
Profitability of core operations as a share of total operating revenue.
Formula
((Operating revenue − operating expenses) ÷ operating revenue) × 100.
Example
(($210M − $200M) ÷ $210M) × 100 = 4.8% margin.
Patient Wait Time
LaggingBetter when lower
Definition
The average amount of time a patient must wait between checking in and seeing a provider.
Cost Per Patient
Lagging
Definition
The average cost of providing care to one patient.
Bed or Room Turnover
Lagging
Definition
How fast patients are moving in and out of the facility. This affects the efficiency of the facility and should be considered when looking at patient satisfaction.
Number of Mistake Events
LaggingBetter when lower
Definition
The number of mistakes made in the organization, which can be tracked by mistake category. This can indicate the effectiveness of the employees and the equipment.
Number of Partnerships With Advocacy Groups
Leading
Definition
Counts the number of relationships established with other organizations. A high number of partnerships can increase the impact of campaigns and policy events.
Number of Educational Programs
Leading
Definition
Indicates the time and effort put into educating the public. This can be broken down into the type of program as well as the target audience for each program.
Number of Preterm Births
LaggingBetter when lower
Definition
Counts the number of preterm births (under 37 weeks) that have occurred in the region.
Time Between Symptom Onset and Hospitalization
Lagging
Definition
The amount of time between when a patient begins experiencing symptoms and when they were hospitalized.
Complication Rate
Lagging
Definition
The percentage of patients who develop complications (typically surgical complications) as a result of care. It can be tracked by a specific timeframe or division.
Percentage Leaving Against Medical Advice
LaggingBetter when lower
Definition
The number of patients who check out of the hospital against the advice of doctors, divided by the total number of patients served.
Formula
Patients who leave against medical advice ÷ total patients served.
Post-Procedure Death Rate
LaggingBetter when lower
Definition
The number of deaths that occur after treatment. There are expected death rates for each procedure, so the measurement must factor the risk level into calculations.
Number of Patient Complaints
LaggingBetter when lower
Definition
The number of complaints submitted by patients regarding the care they received, during care or after treatment.
Number of Referrals
Leading
Definition
The number of patients referred to another facility.
Time to Treatment
Lagging
Definition
The time a patient waits from arrival until treatment begins.
Average Number of Patient Rooms in Use at One Time
Leading
Definition
Shows how well space is used to treat patients.
Patient Appointments Per Day
Cost to Collect
Better when lower
Average Insurance Claim Processing Time and Cost
LaggingBetter when lower
Definition
Averages the amount of time and money an organization spends processing insurance claims.
Average Treatment Charge
Lagging
Definition
The average amount a facility charges a patient for a treatment.
Permanent Employee Wages
Lagging
Definition
The value of wages, including bonuses, paid to all full-time employees during the reporting period.
Average Charge and Reimbursement Per Treatment
Insurance Processing Time
Better when lower
Patient Acquisition Cost
Better when lower
Sales and Marketing Spend per New Patient
Better when lower
Formula
Sales & marketing spend ÷ number of new patients
Revenue Per Patient
Better when higher
Percentage of Patients Who Found Paperwork Clearly Written and Straightforward
LaggingBetter when higher
Definition
Whether written materials have clear instructions that patients can understand easily and respond to.
Patient Confidentiality Breaches
LaggingBetter when lower
Definition
The number of times a patient's confidential medical records were compromised or seen by an unapproved party.
Childhood Immunizations
LeadingBetter when higher
Definition
The number of children who have received immunizations.
Number of Visitors Who Leave Without Being Seen
LaggingBetter when lower
Definition
The number of people who were unwilling to wait to see a physician.
Patient Follow-Up
LeadingBetter when higher
Definition
The number of patients who receive follow-up after their visit to the facility.
Percentage of Patients with Insurance
Definition
The percentage of patients who are insured.
Central Line-Associated Bloodstream Infections (CLABSI)
Better when lower
Catheter-Associated Urinary Tract Infections (CAUTI)
Better when lower
Surgical Site Infections from Colon Surgery (SSI Colon)
Better when lower
Surgical Site Infections from Abdominal Hysterectomy (SSI Hysterectomy)
Better when lower
MRSA Blood Laboratory-Identified Events
Better when lower
C. diff Laboratory-Identified Events
Better when lower
Rate of Complications for Hip/Knee Replacement Patients
Better when lower
Serious Complications
Better when lower
Hospital Return Days for Heart Attack Patients
Better when lower
Hospital Return Days for Heart Failure Patients
Better when lower
Hospital Return Days for Pneumonia Patients
Better when lower
Rate of Unplanned Readmission for Coronary Artery Bypass Graft (CABG) Surgery Patients
Better when lower
Rate of Unplanned Readmission for Chronic Obstructive Pulmonary Disease (COPD) Patients
Better when lower
Rate of Unplanned Readmission After Hip/Knee Surgery
Better when lower
Hospital Acquired Conditions (HACs)
LaggingBetter when lower
Definition
The number of new conditions patients contracted during their hospital stay.
Average Minutes Per Surgery
Lagging
Definition
The time to complete a surgical procedure.
Hours of Valuable Employee Training
Leading
Definition
The number of training hours and corresponding employee evaluations of training.
Doctor-Patient Communication Frequency
LeadingBetter when higher
Definition
How often doctors, proceduralists, and patients communicate about a patient's care.
Formula
Documented communication activities ÷ patients in the period.
Example
1,200 documented contacts ÷ 400 patients = 3 per patient.

Higher Education KPIs

Student Enrollment
Lagging
Definition
Total count of students registered at the institution for a given term, typically reported as headcount or full-time equivalent.
Formula
Sum of all registered students for the term.
Example
9,200 undergraduates + 2,800 graduates = 12,000 enrolled.
Student Retention Rate
LeadingBetter when higher
Definition
Share of first-year students who return to the same institution for their second year, an early signal of eventual graduation.
Formula
(Students returning year two ÷ first-year cohort) × 100.
Example
2,550 ÷ 3,000 = 85% retention.
What good looks like
first-to-second-year retention averages ~75% at four-year institutions and swings widely by selectivity, so set the target against your peer group
Weak → strong
"Keep more students" → "Lift first-to-second-year retention to 87% for the incoming cohort by next fall, owned by the VP of Student Success".
Graduation Rate
LaggingBetter when higher
Definition
Share of an entering cohort that completes a degree within a defined period, commonly 150% of normal time (6 years for a 4-year degree).
Formula
(Graduates within the window ÷ entering cohort) × 100.
Example
1,950 ÷ 3,000 = 65% 6-year graduation rate.
What good looks like
the federal 6-year graduation rate averages ~60–64% at four-year schools; compare to peer institutions rather than a universal bar
Weak → strong
"Graduate more students" → "Raise the 6-year graduation rate to 68% for the 2020 entering cohort, owned by the Provost".
Student-to-Faculty Ratio
Lagging
Definition
Number of students per full-time-equivalent instructional faculty member, a proxy for class size and access.
Formula
FTE students ÷ FTE faculty.
Example
12,000 ÷ 800 = 15:1 ratio.
Cost Per Student
Lagging
Definition
Total educational expenditure divided by enrollment, measuring the cost of delivering instruction per student.
Formula
Total operating expenditure ÷ FTE students.
Example
$240M ÷ 12,000 = $20,000 per student.
Job Placement Rate
LaggingBetter when higher
Definition
Share of graduates employed or in further education within a set period after graduation, typically six months.
Formula
(Graduates placed ÷ graduates seeking placement) × 100.
Example
1,700 ÷ 2,000 = 85% placement.
Time-to-Degree
LaggingBetter when lower
Definition
Average elapsed time students take to complete their degree from initial enrollment.
Formula
Sum of years to completion ÷ number of graduates.
Example
8,400 years ÷ 2,000 graduates = 4.2 years average.
Course Completion Rate
LeadingBetter when higher
Definition
Share of enrolled course seats that students complete with a passing grade, an early indicator of progression.
Formula
(Courses completed successfully ÷ courses enrolled) × 100.
Example
46,000 ÷ 50,000 = 92% completion.
Research Funding Secured
LaggingBetter when higher
Definition
Total value of external research grants and contracts awarded to the institution in a period.
Formula
Sum of all awarded grant and contract dollars.
Example
180 awards totaling $45M secured.
Alumni Giving Rate
LaggingBetter when higher
Definition
Share of solicitable alumni who make a financial gift to the institution in a given year.
Formula
(Alumni donors ÷ total solicitable alumni) × 100.
Example
12,000 ÷ 100,000 = 12% giving rate.
Application Yield Rate
LeadingBetter when higher
Definition
Share of admitted students who choose to enroll, signaling enrollment strength ahead of the term.
Formula
(Students who enroll ÷ students admitted) × 100.
Example
3,000 ÷ 7,500 = 40% yield.
Endowment Growth
LaggingBetter when higher
Definition
Year-over-year percentage change in the market value of the institution's endowment.
Formula
((Ending value − beginning value) ÷ beginning value) × 100.
Example
(($840M − $800M) ÷ $800M) × 100 = 5% growth.

Utilities & Energy KPIs

System Average Interruption Duration Index (SAIDI)
LaggingBetter when lower
Definition
Average total duration of outages experienced by a customer over a period, measured in minutes per customer per year.
Formula
Sum of all customer interruption durations ÷ total number of customers served.
Example
9,000,000 customer-minutes ÷ 100,000 customers = 90 minutes per customer.
What good looks like
U.S. utilities average roughly 100–150 minutes of interruption per customer per year excluding major events (which are reported separately); lower is better
Weak → strong
"Improve reliability" → "Cut SAIDI to under 90 minutes per customer this year (excluding major events), owned by the VP of Grid Operations".
System Average Interruption Frequency Index (SAIFI)
LaggingBetter when lower
Definition
Average number of sustained interruptions a customer experiences over a period.
Formula
Total number of customer interruptions ÷ total number of customers served.
Example
120,000 customer interruptions ÷ 100,000 customers = 1.2 interruptions per customer.
Customer Average Interruption Duration Index (CAIDI)
LaggingBetter when lower
Definition
Average time to restore service per interruption, effectively SAIDI divided by SAIFI.
Formula
SAIDI ÷ SAIFI (sum of interruption durations ÷ total number of interruptions).
Example
90 minutes ÷ 1.2 interruptions = 75 minutes per interruption.
Percent Renewable Generation
Lagging
Definition
Share of total energy generated or delivered that comes from renewable sources.
Formula
(Renewable generation ÷ total generation) × 100.
Example
1,200 GWh ÷ 4,000 GWh = 30% renewable.
Line Loss / Transmission Loss
LaggingBetter when lower
Definition
Share of generated electricity lost during transmission and distribution before reaching customers.
Formula
((Energy generated − energy delivered) ÷ energy generated) × 100.
Example
((4,000 − 3,760) ÷ 4,000) × 100 = 6% line loss.
Customer Satisfaction
LaggingBetter when higher
Definition
Customer-rated satisfaction with utility service, reliability, and support, captured via survey.
Formula
(Satisfied respondents ÷ total respondents) × 100.
Example
4,200 ÷ 5,000 = 84% satisfaction.
Safety Incident Rate (OSHA Recordables)
LaggingBetter when lower
Definition
OSHA-recordable injuries and illnesses normalized to 100 full-time workers per year (the Total Recordable Incident Rate).
Formula
(Number of recordable incidents × 200,000) ÷ total hours worked.
Example
(12 × 200,000) ÷ 1,000,000 = 2.4 TRIR.
What good looks like
a Total Recordable Incident Rate under ~3.0 is broadly considered good; the safest operations push toward zero
Weak → strong
"Work safely" → "Hold the Total Recordable Incident Rate below 2.0 across field crews this year, owned by the Director of Health & Safety".
Capacity Factor
Lagging
Definition
Ratio of actual energy output to the maximum possible output if a plant ran at full capacity the entire period.
Formula
(Actual energy output ÷ (rated capacity × hours in period)) × 100.
Example
(3,066 GWh ÷ 4,380 GWh) × 100 = 70% capacity factor.
Non-Revenue Water (Water Loss)
LaggingBetter when lower
Definition
Share of water produced that is lost to leaks, theft, or metering errors before it is billed.
Formula
((Water supplied − water billed) ÷ water supplied) × 100.
Example
((10,000 − 8,500) ÷ 10,000) × 100 = 15% non-revenue water.
Regulatory Compliance Rate
LaggingBetter when higher
Definition
Share of applicable regulatory requirements and reporting obligations met without violation in a period.
Formula
(Requirements met ÷ total applicable requirements) × 100.
Example
245 ÷ 250 = 98% compliance.
Average Restoration Time
LaggingBetter when lower
Definition
Average time taken to restore service to customers after an outage begins.
Formula
Sum of restoration times ÷ number of outage events.
Example
4,500 minutes ÷ 60 outages = 75 min average.

Banking & Financial Services KPIs

Net Interest Margin (NIM)
Lagging
Definition
The spread a bank earns between interest generated on assets and interest paid on funding, relative to its earning assets.
Formula
(Interest income − interest expense) ÷ average earning assets.
Example
($120M − $45M) ÷ $2.5B = 3.0%.
What good looks like
U.S. bank net interest margins typically sit around ~3%; the right target depends on asset mix and the rate environment
Weak → strong
"Improve our margins" → "Lift NIM from 3.0% to 3.3% by Q4, owned by the Treasury lead through repricing the loan book".
Return on Assets (ROA)
LaggingBetter when higher
Definition
How efficiently a bank converts its total assets into net profit.
Formula
Net income ÷ average total assets.
Example
$90M ÷ $7.5B = 1.2%.
Return on Equity (ROE)
LaggingBetter when higher
Definition
The return generated on shareholders' invested capital.
Formula
Net income ÷ average shareholders' equity.
Example
$90M ÷ $750M = 12%.
Efficiency Ratio
LaggingBetter when lower
Definition
The share of revenue consumed by operating expenses, where lower is better.
Formula
Non-interest expense ÷ (net interest income + non-interest income).
Example
$180M ÷ $300M = 60%.
What good looks like
below 50% is excellent for a bank, 50–60% is solid, and above ~70% signals cost pressure (lower is better)
Weak → strong
"Cut costs" → "Bring the efficiency ratio below 58% within two quarters, owned by the COO via branch consolidation".
Non-Performing Loan (NPL) Ratio
LaggingBetter when lower
Definition
The proportion of the loan portfolio that is in or near default.
Formula
Non-performing loans ÷ total gross loans.
Example
$40M ÷ $2B = 2.0%.
Common Equity Tier 1 (CET1) Capital Ratio
Lagging
Definition
A bank's core equity capital measured against its risk-weighted assets, the central regulatory solvency gauge.
Formula
CET1 capital ÷ risk-weighted assets.
Example
$600M ÷ $5B = 12%.
Loan-to-Deposit Ratio
Leading
Definition
How much of a bank's deposits are lent out, signaling liquidity and lending appetite.
Formula
Total loans ÷ total deposits.
Example
$2B ÷ $2.5B = 80%.
Cost of Funds
LeadingBetter when lower
Definition
The average interest rate a bank pays to fund its assets through deposits and borrowings.
Formula
Total interest expense ÷ average interest-bearing liabilities.
Example
$45M ÷ $2.25B = 2.0%.
Deposit Growth Rate
LeadingBetter when higher
Definition
The pace at which a bank's deposit base is expanding over a period.
Formula
(Ending deposits − beginning deposits) ÷ beginning deposits.
Example
($2.5B − $2.3B) ÷ $2.3B = 8.7%.
Non-Interest (Fee) Income Ratio
Lagging
Definition
The share of total revenue coming from fees and services rather than lending spread.
Formula
Non-interest income ÷ total revenue.
Example
$90M ÷ $300M = 30%.
Customer Acquisition Cost
LeadingBetter when lower
Definition
The average marketing and onboarding cost to win one new banking customer.
Formula
Total acquisition spend ÷ new customers acquired.
Example
$3M ÷ 15,000 = $200.
Digital Adoption Rate
LeadingBetter when higher
Definition
The percentage of customers actively using digital banking channels.
Formula
Active digital users ÷ total customers.
Example
480,000 ÷ 600,000 = 80%.
Operating Expenses as a Percentage of Assets
Lagging
Definition
Total operating expenses divided by the total dollar amount of owned assets, shown as a percentage.
Formula
(Total operating expenses ÷ total owned assets) × 100.
Percentage of AUM Above Benchmark
LaggingBetter when higher
Definition
How your bank’s assets under management (AUM) rank compared to competitors, shown as a percentage.
Client Survey Score
LaggingBetter when higher
Definition
Bank performance as measured by customer feedback, usually gathered through client surveys.
New Account Setup Error Rate
LaggingBetter when lower
Definition
The total number of new customer accounts created containing an error (e.g., a typo or incorrect address, name or account type) divided by the total number of new customer accounts set up at the same point in time, shown as a percentage.
Formula
(New accounts with an error ÷ total new accounts set up) × 100.
Total Volume of Accounts
Lagging
Definition
The total number of accounts managed by your bank, tracked by financial timeframes.
AUM Per Employee
Lagging
Definition
The total dollar value of assets being managed by the bank divided by the number of employees. It helps analyze workload.
Formula
Assets under management ÷ number of employees.
Operating Profit Per Employee
Lagging
Definition
The total dollar amount of operating profits divided by the total number of employees.
Formula
Operating profit ÷ total number of employees.
Sales Per Branch
Lagging
Definition
The total dollar amount of sales generated through a single branch divided by the total number of branch locations. It helps management assess which branches are the highest- and lowest-performing.
Number of Workflow Processes Implemented
Leading
Definition
Counts the processes that the bank has created or revised to improve workflows and operations.
Operating Profit
LaggingBetter when higher
Definition
Money earned from core business operations, excluding deductions of interest and taxes.
Formula
Revenue − expenses
Assets Under Management (AUM)
LaggingBetter when higher
Definition
The total dollar value of assets being managed by the bank.
Average Time to Close Issues
LaggingBetter when lower
Definition
The length of time from when a problem is identified to when it is solved.
Accounts Opened with Insufficient Documentation
LaggingBetter when lower
Definition
The total number of new accounts opened with insufficient documentation divided by the total number of new accounts opened over the same period, shown as a percentage.
Formula
New accounts opened with insufficient documentation ÷ total new accounts opened × 100

Manufacturing KPIs

Overall Equipment Effectiveness (OEE)
LaggingBetter when higher
Definition
A composite score of how fully manufacturing equipment is utilized, combining availability, performance, and quality.
Formula
Availability × Performance × Quality.
Example
90% × 95% × 98% = 83.8%.
What good looks like
85% OEE is the textbook gold-standard mark; ~60% is typical for discrete manufacturers, and under 40% signals major hidden losses
Weak → strong
"Run the lines better" → "Raise Line 3 OEE from 83% to 88% by year-end, owned by the plant manager via downtime root-cause fixes".
Scrap Rate
LaggingBetter when lower
Definition
The share of produced material discarded as unusable waste.
Formula
Scrapped units ÷ total units produced.
Example
600 ÷ 30,000 = 2.0%.
First Pass Yield
LaggingBetter when higher
Definition
The percentage of units made correctly the first time without rework or scrap.
Formula
Good units (no rework) ÷ total units started.
Example
28,500 ÷ 30,000 = 95%.
What good looks like
the best lines approach 99%+ first pass yield; the gap to 100% is your hidden cost of poor quality
Weak → strong
"Reduce defects" → "Lift first pass yield from 95% to 97% on the assembly cell within one quarter, owned by the quality engineer".
On-Time Delivery
LaggingBetter when higher
Definition
The proportion of customer orders shipped by the promised date.
Formula
Orders delivered on time ÷ total orders shipped.
Example
4,750 ÷ 5,000 = 95%.
Inventory Turns
Lagging
Definition
How many times inventory is sold and replaced over a period, indicating working-capital efficiency.
Formula
Cost of goods sold ÷ average inventory.
Example
$48M ÷ $8M = 6.0 turns.
Unplanned Downtime
LeadingBetter when lower
Definition
The share of scheduled production time lost to unexpected equipment stoppages.
Formula
Unplanned downtime hours ÷ scheduled production hours.
Example
60 ÷ 600 = 10%.
Throughput
LeadingBetter when higher
Definition
The volume of good units a process produces per unit of time.
Formula
Total good units produced ÷ time period.
Example
24,000 units ÷ 20 hours = 1,200 units/hour.
Defects Per Million (PPM)
LaggingBetter when lower
Definition
The number of defective parts expected per one million produced, a precision quality measure.
Formula
(Defective units ÷ total units) × 1,000,000.
Example
(15 ÷ 30,000) × 1,000,000 = 500 PPM.
Safety Incident Rate
LaggingBetter when lower
Definition
The frequency of recordable workplace injuries normalized to hours worked (OSHA TRIR basis).
Formula
(Recordable incidents × 200,000) ÷ total hours worked.
Example
(5 × 200,000) ÷ 400,000 = 2.5.
Cost Per Unit
LaggingBetter when lower
Definition
The fully loaded production cost to make one unit of output.
Formula
Total production costs ÷ total units produced.
Example
$1.5M ÷ 30,000 = $50.
Number of Hours Worked
Number of Safety Briefings
Better when higher
Hours Off Due to a Safety Incident
Better when lower
Total Cost of Safety Incidents
Better when lower
Cost Savings from Avoided Safety Incidents
LaggingBetter when higher
Definition
The money saved by having fewer safety incidents than in an earlier period.
Formula
Earlier period's cost of safety incidents − this period's cost of safety incidents.
Example
$450,000 − $300,000 = $150,000.
Days of Continuous Line Operation
LeadingBetter when higher
Definition
The number of days a manufacturing line has been running since it last stopped.
Formula
Today's date − date the line last started running, in days.
Example
Started 1 June; on 15 June that is 14 days.

Retail & E-commerce KPIs

Conversion Rate
LeadingBetter when higher
Definition
The share of visitors or shoppers who complete a purchase.
Formula
Transactions ÷ total visits (or visitors).
Example
4,000 ÷ 160,000 = 2.5%.
What good looks like
e-commerce conversion typically runs 2–3%; well-optimized stores clear 4%+
Weak → strong
"Sell more online" → "Raise site conversion from 2.5% to 3.1% by Q3, owned by the ecommerce lead via checkout redesign".
Average Order Value (AOV)
LaggingBetter when higher
Definition
The average revenue collected per order placed.
Formula
Total revenue ÷ number of orders.
Example
$340,000 ÷ 4,000 = $85.
What good looks like
there is no universal number — grow it against your own baseline via bundling and free-ship thresholds, and always watch it alongside margin
Weak → strong
"Get bigger baskets" → "Grow AOV from $85 to $95 within two quarters, owned by merchandising via bundles and free-ship thresholds".
Sales Per Square Foot
LaggingBetter when higher
Definition
Revenue generated per unit of selling floor space, a core store-productivity measure.
Formula
Net sales ÷ selling square footage.
Example
$2.5M ÷ 5,000 = $500/sq ft.
Inventory Turnover
Lagging
Definition
How many times stock is sold through and replenished over a period.
Formula
Cost of goods sold ÷ average inventory.
Example
$6M ÷ $1.2M = 5.0 turns.
Gross Margin Return on Investment (GMROI)
LaggingBetter when higher
Definition
The gross margin earned for every dollar invested in inventory.
Formula
Gross margin ÷ average inventory cost.
Example
$3M ÷ $1.2M = $2.50.
Cart Abandonment Rate
LeadingBetter when lower
Definition
The share of shoppers who add items to a cart but leave without buying.
Formula
1 − (completed purchases ÷ carts created).
Example
1 − (4,000 ÷ 16,000) = 75%.
Same-Store (Comparable) Sales Growth
LaggingBetter when higher
Definition
Revenue growth from stores open at least a year, stripping out new-location effects.
Formula
(Current-period comp sales − prior-period comp sales) ÷ prior-period comp sales.
Example
($10.5M − $10M) ÷ $10M = 5%.
Return Rate
LaggingBetter when lower
Definition
The proportion of sold items that customers send back.
Formula
Units returned ÷ units sold.
Example
400 ÷ 4,000 = 10%.
Customer Lifetime Value (CLV)
LaggingBetter when higher
Definition
The total gross profit expected from a customer across their entire relationship.
Formula
Average order value × purchase frequency × customer lifespan × gross margin.
Example
$85 × 4 orders/yr × 3 yrs × 50% = $510.
Foot Traffic / Sessions
LeadingBetter when higher
Definition
The count of in-store visitors or online sessions reaching the channel, the top of the sales funnel.
Formula
Total store visits or website sessions in a period.
Example
160,000 sessions in a month.

SaaS KPIs

Monthly Recurring Revenue (MRR)
LaggingBetter when higher
Definition
The predictable subscription revenue normalized to a monthly amount.
Formula
Sum of all active monthly subscription fees (annual plans ÷ 12).
Example
1,000 customers × $200/mo = $200,000 MRR.
Annual Recurring Revenue (ARR)
LaggingBetter when higher
Definition
The annualized value of recurring subscription revenue.
Formula
MRR × 12.
Example
$200,000 × 12 = $2.4M ARR.
Customer Churn Rate
LaggingBetter when lower
Definition
The share of customers who cancel within a period.
Formula
Customers lost in period ÷ customers at start of period.
Example
20 ÷ 1,000 = 2% monthly.
Net Revenue Retention (NRR)
LaggingBetter when higher
Definition
Revenue retained from existing customers including expansion, net of downgrades and churn.
Formula
(Starting MRR + expansion − contraction − churn) ÷ starting MRR.
Example
($200K + $30K − $8K − $12K) ÷ $200K = 105%.
What good looks like
100% NRR means expansion fully offsets churn; the strongest SaaS companies sustain 120%+, the single strongest growth signal
Weak → strong
"Keep customers happy" → "Lift NRR from 105% to 115% this fiscal year, owned by the Head of CS via an expansion playbook".
Customer Acquisition Cost (CAC)
LeadingBetter when lower
Definition
The fully loaded sales and marketing cost to acquire one new customer.
Formula
Total sales & marketing spend ÷ new customers acquired.
Example
$600,000 ÷ 100 = $6,000.
Customer Lifetime Value (LTV)
LaggingBetter when higher
Definition
The total gross profit a customer generates over their entire subscription life.
Formula
(Average revenue per account × gross margin) ÷ churn rate.
Example
($2,400/yr × 80%) ÷ 0.20 = $9,600.
CAC Payback Period
LeadingBetter when lower
Definition
The number of months of gross profit needed to recover the cost of acquiring a customer.
Formula
CAC ÷ (monthly revenue per customer × gross margin).
Example
$6,000 ÷ ($200 × 80%) = 37.5 months.
What good looks like
under 12 months is healthy for most SaaS; under ~6 months is exceptional
Weak → strong
"Make acquisition pay off faster" → "Cut CAC payback from 37 months to under 18 months by Q4, owned by the CMO via channel mix shift".
Activation Rate
LeadingBetter when higher
Definition
The share of new users who reach a defined first-value milestone.
Formula
Users reaching activation event ÷ total new signups.
Example
650 ÷ 1,000 = 65%.
DAU/MAU Ratio
LeadingBetter when higher
Definition
A stickiness measure comparing daily to monthly active users.
Formula
Daily active users ÷ monthly active users.
Example
12,000 ÷ 40,000 = 30%.
Gross Margin
LaggingBetter when higher
Definition
The share of revenue left after the direct cost of delivering the software service.
Formula
(Revenue − cost of revenue) ÷ revenue.
Example
($2.4M − $480K) ÷ $2.4M = 80%.

Nonprofit KPIs

Program Efficiency Ratio
Lagging
Definition
The share of total spending that goes directly to programs rather than overhead.
Formula
Program expenses ÷ total expenses.
Example
$850,000 ÷ $1,000,000 = 85%.
What good looks like
charity evaluators often look for ~65–75%+ of spend going to programs, though context matters and an extreme ratio can mean starved infrastructure
Weak → strong
"Spend more on the mission" → "Raise program efficiency from 85% to 88% this fiscal year, owned by the Finance Director via overhead reduction".
Fundraising ROI
LaggingBetter when higher
Definition
The dollars raised for every dollar invested in fundraising.
Formula
Funds raised ÷ fundraising expenses.
Example
$1.2M ÷ $300,000 = $4.00.
Donor Retention Rate
LaggingBetter when higher
Definition
The share of prior-period donors who give again in the current period.
Formula
Returning donors ÷ total donors from prior period.
Example
2,700 ÷ 6,000 = 45%.
What good looks like
average donor retention hovers around ~45%, and first-time-donor retention is far lower (~20–25%), so even small gains compound fundraising dramatically
Weak → strong
"Keep donors giving" → "Lift donor retention from 45% to 55% within one year, owned by the Development Manager via a stewardship program".
Cost Per Dollar Raised
LaggingBetter when lower
Definition
The expense incurred to raise each dollar of contributions, the inverse of fundraising ROI.
Formula
Fundraising expenses ÷ funds raised.
Example
$300,000 ÷ $1.2M = $0.25.
Program Outcome Achievement
LaggingBetter when higher
Definition
The degree to which programs hit their stated impact targets.
Formula
Outcomes achieved ÷ outcomes targeted.
Example
900 ÷ 1,000 people served = 90%.
Volunteer Retention Rate
LeadingBetter when higher
Definition
The share of volunteers who continue serving from one period to the next.
Formula
Returning volunteers ÷ total volunteers from prior period.
Example
480 ÷ 600 = 80%.
Administrative Cost Ratio
Lagging
Definition
The portion of spending consumed by management and general administration.
Formula
Administrative expenses ÷ total expenses.
Example
$100,000 ÷ $1,000,000 = 10%.
Grant Success Rate
LeadingBetter when higher
Definition
The share of submitted grant applications that are awarded funding.
Formula
Grants awarded ÷ grant applications submitted.
Example
12 ÷ 40 = 30%.

Strategy & Performance Management KPIs

Mission/Vision Alignment Score
LeadingBetter when higher
Definition
The percentage of strategic objectives explicitly linked to the mission statement.
Ethics and Compliance Incidents
LaggingBetter when lower
Definition
The number of ethics and compliance incidents in a period.
Governance Review Completion Rate
LeadingBetter when higher
Definition
The percentage of board or council governance reviews completed on schedule.
Community/Stakeholder Engagement Index
Leading
Definition
A composite measure of external engagement activities.
Action Plan Completion Rate
LaggingBetter when higher
Definition
The percentage of planned initiatives completed within the fiscal year.
Data Update Compliance Rate
LeadingBetter when higher
Definition
The percentage of due data updates that are submitted on time.
Formula
(Updates submitted by deadline ÷ updates due) × 100.
Dashboard Utilization Rate
Leading
Definition
Monthly active users as a percentage of total assigned users.
Formula
(Monthly active users ÷ total assigned users) × 100.
Data Quality Score
LeadingBetter when higher
Definition
The percentage of measures with complete, current, accurate data.
Benchmarking Coverage
Leading
Definition
The percentage of key measures that include external comparison data.
Senior Leader Communication Cadence
Leading
Definition
The frequency and reach of town halls, all-hands, or community meetings.
Strategic Objectives on Track
LaggingBetter when higher
Definition
The percentage of objectives rated green.
Formula
Objectives rated green ÷ total objectives × 100
Resource Allocation Alignment
Leading
Definition
The percentage of budget allocated to strategic priorities versus operational maintenance.
Customer Engagement Touchpoints
LeadingBetter when higher
Definition
The number of interactions across channels (web, phone, in-person, social).
Knowledge Sharing Events
LeadingBetter when higher
Definition
The number of cross-functional reviews, after-action reports, or lessons-learned sessions conducted.
Innovation Pipeline
LeadingBetter when higher
Definition
The number of process improvements implemented per quarter.
Emergency Preparedness Readiness
LeadingBetter when higher
Definition
The percentage of continuity plans tested and current.
Initiative Completion Rate
LaggingBetter when higher
Definition
The share of initiatives completed out of those due in the last 12 months.
Formula
Initiatives completed ÷ initiatives due in the last 12 months
Objective Owner Rate
LeadingBetter when higher
Definition
The share of objectives that have a named owner.
Formula
Objectives with a named owner ÷ total objectives
Measure Freshness
LeadingBetter when higher
Definition
The share of measures updated this period.
Formula
Measures updated this period ÷ total measures
Error Ratio
Better when lower
Percentage of Data Records That Contain All Needed Information
LeadingBetter when higher
Definition
The percentage of data records that contain all needed information.
Percentage of Gaps in the Data Set
LeadingBetter when lower
Definition
The percentage of gaps in the data set.
Percentage of Altered Data
LaggingBetter when lower
Definition
The percentage of data that has been altered.
Percentage of Disassociated Data
LeadingBetter when lower
Definition
The percentage of data that is disassociated.
Percentage of Untraceable Data
LeadingBetter when lower
Definition
The percentage of data that is untraceable.
Number or Percentage of Repeated Values
LaggingBetter when lower
Definition
The number or percentage of repeated values in the data.
Time Variance
Percent of Objectives with an Owner Update in the Last 30 Days
LeadingBetter when higher
Definition
The percent of objectives with an owner who posted an update in the last 30 days.
Percent of Objectives with a Status
LeadingBetter when higher
Definition
The percent of objectives that carry any status at all.
Percent of Initiatives Linked to a Department Measure
LeadingBetter when higher
Definition
The percent of initiatives linked to a department measure.
Average Number of Measures per Objective
Leading
Definition
The average number of measures per objective.
Percent of Reviews Ending with a Written Next Action
LeadingBetter when higher
Definition
The percent of scheduled reviews that ended with a written next action.
Percentage of Unowned Elements
Better when lower
Active-Owner Ratio
LeadingBetter when higher
Definition
The share of owners who have touched their item this quarter out of the total number of owners.
Formula
Owners who touched their item this quarter ÷ total owners
Days Since the Last Update
LeadingBetter when lower
Definition
The number of days since anyone last changed a status, entered a number, or moved a milestone.
Live-Measure Ratio
LeadingBetter when higher
Definition
The share of defined measures that have a current value.
Formula
Measures with a current value ÷ total measures defined
Scored-Goal Rate
Leading
Definition
Share of strategic goals carrying a current status.
Phantom-Owner Count
LeadingBetter when lower
Definition
Number of named owners with zero updates since assignment.
Maintenance Load
Leading
Definition
Measures per goal.
Formula
Measures ÷ Goals
Report Origin
Leading
Definition
Share of council and leadership reports generated from the system rather than rebuilt by hand.
Strategic Goal Achievement Rate
LaggingBetter when higher
Definition
Monitors how well and quickly strategic goals are achieved after the software is implemented.
Strategic Plan Review Cadence
LeadingBetter when higher
Definition
Whether scheduled strategy reviews, such as quarterly reviews, take place on schedule.
Formula
(Strategy reviews held on schedule ÷ strategy reviews scheduled) × 100.
Example
3 ÷ 4 = 75%.
Environmental Scan Currency
LeadingBetter when lower
Definition
How long it has been since the last update of the SWOT, PESTEL, or competitive analysis.
Formula
Today's date − date of the last SWOT, PESTEL, or competitive analysis update, in days.
Example
Last updated 1 March; on 30 May that is 90 days.
Data Deviation
Better when lower
Definition
How far recorded data values differ from the actual (true) values.
Formula
(|Recorded value − actual value| ÷ actual value) × 100.
Example
|1,050 − 1,000| ÷ 1,000 = 5%.
Percentage of Data Records Where All Values Are in the Required Format
Better when higher
Definition
The share of data records whose values all follow the established formatting rules, such as dates as mm/dd/yyyy.
Formula
(Records with every value in the required format ÷ total records) × 100.
Example
1,940 ÷ 2,000 = 97%.

How to cite / reuse the KPI Library

Fiche format: Name · Definition · Formula · Direction · Cadence
Source: ClearPoint Strategy — https://www.clearpointstrategy.com/free-tools/kpi-library

650+

KPIs by function and industry · 18 categories

14.5

measures per scorecard, median organization · 200+ organizations · Sept 2026

128

measures the median organization tracks across 15 scorecards · Sept 2026

2.5×

completion rate when an initiative has a named owner · 21.5% vs. 8.7%

ClearPoint platform data · 200+ organizations · September 2026 snapshot

What is a KPI library?

A KPI library is a curated set of key performance indicators, each with a definition and a formula, organized so a team can pick the few it will actually track. This one holds 650+ KPIs across 18 categories. Across 200+ organizations on the ClearPoint platform, the median scorecard carries 14.5 measures (September 2026).

Case studies

How teams put this to work

Published ClearPoint customer stories, matched to this tool.

Carilion Clinic

Healthcare · 13,000 employees

Problem

A clunky system made data hard to load and read, frequent errors undermined confidence, and every basic scorecard needed manual tweaking. The first leadership scorecard carried 70 measures.

Implementation

Each year, a seven-month cycle with department chairs and section chiefs defines the measures, cascades them from system goals to individual providers and sets three-year targets. Reports reach 1,000 providers automatically.

Impact

70 measures down to 7

Each measure on the clinic scorecard links to the Carilion Vision 2025 plan. About 300 scorecards run in ClearPoint, and 20% of provider compensation is tied to them.

Read the Carilion Clinic story →

Washington State Department of Licensing

State government · 6 million residents served

Problem

By 2017 the agency's Results Management System held more than 150 measures and had become too overwhelming to act on.

Implementation

A 2019 relaunch kept only the measures critical to a person-centered mission. In ClearPoint the team replaced averages with raw survey data and charts of who is served and who is underserved.

Impact

150+ measures refocused on residents

Reports now show the number and share of residents who did not get the result they needed, including the ones an average would have hidden.

Read the Department of Licensing story →

City of Durham

Local government · 283,000+ residents

Problem

One year after launch, most staff had gone back to Excel. Performance data sat in 22 Excel files with more than 100 tabs, and nobody clearly owned the updates.

Implementation

A 2014 reset created the Office of Performance and Innovation, made each department director accountable for their measures and required performance data in every budget request.

Impact

22 Excel files replaced by one system

Data showed emergency response already at the 95% level, so the city avoided hiring 4 to 5 communication officers a year. More than 100 employees now use ClearPoint.

Read the Durham story →

Why scorecards go quiet

How many KPIs should a scorecard have?

Nine or fewer is the number a council or a board can still read; the median ClearPoint scorecard carries 14.5 measures and the median organization tracks 128 of them across 15 scorecards (200+ organizations, September 2026). The library caps your selection at nine for that reason — the choosing is the work, not the listing.

Why does every KPI need an owner?

Because a KPI without a name is a KPI nobody updates. In the ClearPoint platform archive, initiatives with a named owner complete at 2.5× the rate (21.5% vs. 8.7%), and ClearPoint shows which metrics still need an owner (January 2026). The tool asks for an owner on every KPI you pick, and counts the ones still missing.

Owned initiatives complete at 2.5× the rate. The formula is the easy part.

KPI library vs. a KPI examples list — what is the difference?

A list gives you names; a library gives you the definition, the formula and a worked example for each, filterable by function and industry, and lets you export the ones you chose with an owner attached.

KPI examples PDFThis tool
Definitions and formulasSometimesDefinitions on 632, formulas on 310
Filter by industry / functionNo9 industries, 8 functions
Owner on each KPINoRequired before export
ExportPDFCSV + printable scorecard
Email requiredTo downloadOnly to export

How many measures do organizations like yours track?

SectorMedian objectivesMedian measuresMedian measures / scorecard
Government & public sector67.537317.8
Healthcare53.5296.516.9
Education54.5107.514.9
Private & other407711.9
All5012814.5

Sectors classified from organization names; healthcare and education are thin buckets — directional. ClearPoint platform data, September 2026.

Need examples with context? Read 200+ KPI examples by function and industry and how to set up, measure and track KPIs.

Customer stories on this page

Carilion Clinic · Washington State Department of Licensing · City of Durham

Questions people ask before they start

Is the KPI Library free?

Yes. Browse all 650+ KPIs, filter, search and build your selection without an account. Email is asked only when you export the scorecard.

How many KPIs should a scorecard have?

Across 200+ organizations on the ClearPoint platform, the median scorecard holds 14.5 measures. The tool caps your selection at nine so the scorecard stays readable.

Where do the formulas come from?

Each formula is the standard definition used in practice, written by ClearPoint’s strategy team, with a worked example.

Can I filter by industry?

Yes. Nine industry views (local government, healthcare, higher education, utilities, banking and more) and eight function views.

What do I get when I export?

A CSV of your selected KPIs with definition, formula and owner, and a printable one-page scorecard.

Where do the benchmark numbers come from?

ClearPoint platform data, September 2026 snapshot: 200+ organizations with at least one objective and one measure.

Method

How the numbers are built

Where do the 650+ KPIs come from?

Curated and defined by ClearPoint’s strategy team; 18 categories (9 functions, 9 industries); 632 entries carry a definition, 310 a formula and 220 a worked example.

Where do the benchmark numbers come from?

ClearPoint platform data, September 8, 2026 snapshot: 200+ organizations with at least one objective and one measure; sector classification by organization name; medians, not means. Ownership: platform archive, January 2026 (327,582 metrics).

What the numbers do not say

The nine-KPI cap is a design judgment, not a measured optimum. Benchmarks describe what organizations do, not what they should do.

ClearPoint

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