Main Aftersales Indicators
KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress, and insights that help people across the dealership to make better decisions. From finance and HR to Aftersales and Sales, key performance indicators help every area of the business move forward at the strategic level.
Why Are KPIs Important?
KPIs are an important way to ensure your teams are supporting the overall goals of the organization. Here are some of the biggest reasons why you need key performance indicators.
- Keep your teams aligned: By sharing and discussing KPI’s you will be improving each employee service culture. KPIs keep teams moving in the same direction - alignment.
- Provide a health check: Key performance indicators give you a realistic look at the health of your organization, from risk factors to financial indicators.
- Make adjustments: KPIs help you clearly see your successes and failures so you can do more of what’s working, and less of what’s not.
- Hold your teams accountable: Make sure everyone provides value with key performance indicators that help employees track their progress and help managers move things along.
Types of KPIs
Key performance indicators come in many flavors. While some are used to measure monthly progress against a goal, other indicators have a longer-term focus. The one thing all KPIs have in common is that they’re tied to strategic goals. There are several types of KPIs, Strategic, Operational, Functional, Leading, Lagging, etc.
In the White Book we will give an overview of the ones most related to the Customer Experience.