Working practice
KPI (key performance indicator)
A small number of measures agreed to represent whether things are working.
Definition
A short list of metrics chosen to reflect the outcome an engagement is meant to produce, reviewed on a fixed cadence. The useful ones are few, defined precisely enough that both parties calculate them the same way, and owned by someone.
Why it matters
Any measure attached to money will be optimised, including in ways you did not intend, so choose things that are hard to game and pair them with a counter-metric. Tickets closed without a quality measure produces fast, shallow closures, and the customers who reopen them are not in the report.
Related
Read next
Service level agreement (SLA)
Measurable commitments about response, resolution or availability.
Read the definition ›Velocity
How much work a team completes per iteration, used for forecasting.
Read the definition ›Ticket deflection
Preventing support contacts by answering the question before it is asked.
Read the definition ›Retrospective
A regular review of how the work went, not what was delivered.
Read the definition ›Next step
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