Question

In relation to the Balanced Scorecard, which of the following Key Performance Indicators (KPI) would be useful in evaluating a company's customer perspective of improving customer satisfaction for long term success?

Answer 1

The balanced score card is a method which displays organisations performance into four dimensions namely financial, customer, internal and innovation.

Customer perspective: “How Do Customer View Us?” Companies identify customers and market segments in which they compete and also tge means by which they provide value to these customers and markets. Managers identify tge lead indicators which make a particular business unit or product different from that of other.

The following Key Performance Indicators (KPI) would be useful in evaluating a company's customer perspective of improving customer satisfaction for long term success:

• On-time delivery
• On-site service
• After sales support
• Defects per order
• Cost of the product
• Free shipment

By delivering quality as per customer demand amd need, business unit can improve outcome measures such as customer satisfaction, retention, acquisition amd loyalty.

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