Linking Performance Metrics to Customer Satisfaction PPT

This PPT slide, part of the 95-slide Balanced Scorecard Deployment Process PowerPoint presentation, presents a structured overview of how various performance indicators are linked to customer satisfaction within an organization. At the center, the organization’s customer satisfaction is evaluated through the Net Promoter Score (NPS), a widely recognized metric that gauges customer loyalty and satisfaction. This central focus on customer satisfaction is supported by several departments, each contributing specific metrics that reflect their impact on the overall customer experience.

Order Management is highlighted as a key area, measuring customer satisfaction through Order Confirmation Lead Time. This indicates the importance of timely communication regarding order status to enhance customer trust and satisfaction. Similarly, Production assesses customer satisfaction via Order Fulfillment Lead Time, emphasizing the need for efficiency in delivering products to customers.

Customer Service is represented as a critical function, with its effectiveness measured by First Call Resolution. This metric underscores the significance of resolving customer inquiries or issues on the first contact, which is vital for maintaining high satisfaction levels. Sales & Marketing is also included, with performance gauged through 90-Days Forecast Accuracy, suggesting that accurate forecasting can lead to better inventory management and customer satisfaction.

Lastly, Purchasing is linked to performance through Material Replenishment Lead Time, indicating that timely procurement processes are essential for maintaining product availability and meeting customer expectations. The slide effectively illustrates the interconnectedness of these functions and their collective role in driving customer satisfaction, making it a valuable reference for organizations aiming to enhance their operational effectiveness.

This slide is part of the Balanced Scorecard Deployment Process PowerPoint presentation.

Developed by a Senior Executive and Operational Excellence Coach with experience at organizations including NOKIA, MICROVENTION, and MAGELLAN, this is a presentation and supporting templates about how to implement Balanced Scorecards.

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Balanced Scorecard Customer Service Customer Experience Inventory Management Customer Loyalty Customer Satisfaction Net Promoter Score Order Management Sales Production

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