Construction of Key Performance Indicators

The 100% Satisfaction approach is built on the creation of operational tools. In this approach, drawing up Key Performance Indicators and Scorecards is one of the key factors in the success of your programme since it lets you see and quantify the actions undertaken and their effects.

The scorecard is thus a management tool whose logic is to link strategy with key indicators through their monitoring. It can be broad or narrow depending on the goals and importance assigned to it, right up to the Balanced Scorecard, which integrates all the key indicators across the whole of the company.

 Example in a Customer Service Centre :

100% Satisfaction has a customer who provides remote financial services. It makes a scorecard tailored to suit their call centre and which combines satisfaction survey results (overall satisfaction level, satisfaction with counsellors, etc.) with internal indicators (number of telephone counsellors, training levels, waiting time, etc.).

Strategic goal	Indicator	n	n+1
Improve knowledge of customer preferences	Qualified database (%)	27%	75%
Improve access to customer support	Calls handled (% en premier)	67%	80%
Overall satisfaction (Score out of 10)	Satisfaction survey	7.2	7.9
Be acknowledged as the best supplier	Satisfaction survey	65%	90%