Customer Performance

Measures (CPM)
Presented By: Rochelle U. Filler

Customer Performance Measures

Feedback and Complaints

Customer Tracking

Customer Satisfaction Ratings

Service Level

Number On-time deliveries

Cycle Time

Number of Recorders

Feedback and Complaint

Helps the organization or the entity to understand and respond

effectively to the needs of the customer.

Two methods of collecting customer transactional satisfaction

information:

Self-reporting cards

Self-reporting mechanisms

Other methods used to capture customer satisfaction

Surrogate and distal measures

Tracking customer callbacks, returns, warranty repairs through the

use of check sheets or checklists

Customer Tracking

Helpful in understanding the customers purchase behaviors

Helps the organization improve the customers experience

Helps the entity or the business to know whether they are effectively
retaining customers and gaining repeat business or not.

* Customer repeat business: number of instances where customers have

transacted
* Percentage of new customer sales: Tracking the number of sales made
to new customers

Customer Tracking (cont.)

Importance of percentage of new customer sales

Develop an either increasing or decreasing trend and will indicate with a

high level of detail whether an organization is growing or shrinking

Forecast future demand

If the percentage is low, it can be inferred that customers are not

satisfied with the service level and are thus not recommending the
organization to others.

Customer Profitability

the profit the firm makes from serving a customerorcustomergroup

over a specified period of time

Elimination of non-value added components.