Performance Metrics Key Performance Indicators

IIT ROORKEECASE STUDY PRESENTATION Presented by:Shubham Choudhary 11112044Mukul Goyal 11112028Vikram 11112053Siddharth Saraswat 11112046Siva Samhit Vaddiparthi 11112047CSATs:1. Service Quality and Delivery Time 2. Staff Courtesy 3. Hygiene4. Product Diversity and Variety5. Average Order ValueAcquisition KPIs: 1. Direct and Indirect Traffic 2. Conversion RateRetention KPIs: 1. Customer Churn Rate 2. Net Promoter Score 3. Customer Effort Score (CES)PricePerformance MetricsKey Performance IndicatorsNumber of completed sales interactions and total number of interactions handled.Number of lost or cancelled customers and total number of active customers within an evaluation time frame.Qualitative parameters from Customer SurveysNumber of Visits to the website and number of orders placed.Number of calls received and orders placed over the phone.Market Competition Analysis: Prices, CAGR of Competitors and total market.Data Needed For KPIstot53Customer Survey : Asking customers to rate various aspects of services provided on a scale of 1-10 and offering them some discount for doing the same.Analysis of competitors and product comparisonResponse on social networking sitesGoogle Analytics Tool and Web Traffic Data using Alexa

Data CapturingInnovation in terms of diversity and variety in product lineWord of mouthEfficient Marketing Strategies both online and off-line.Faster and efficient distribution channelsLow Price (Reduced fixed cost with energy efficient equipment)

Where did competitors score over XConverting some of the outlets to sports cafes during major sports eventsFree t-shirts to top 5 orders of the day on next orderPromotion using novelty items like Key chains and refrigerator magnetsUsing SEO and SEM optimization tools to improve web presence Improving website to enhance customer experienceProduct Placement in Blockbuster movies

Marketing Strategies