Dear Dr. Jay,
How can my organization create a Key Performance Indicator (KPI) that’s really useful?
-Meeta R., Seattle
Dear Meeta,
A key performance indicator (KPI) is often used to communicate to senior management how well the company is doing, with a single metric. It could be based on a single attribute in the questionnaire, e.g., the top two boxes of intent to continue using the brand. Another popular KPI is the Net Promoter Score (NPS), based on likelihood to recommend, where....