Performance indicators (KPI’s) used in the E-Business Monitor
Based on the balanced scorecard, we identify organizations who are able to set and meet E-Business performance objectives. To enable comparison, we use standard definitions and % scoring only. We use key performance indicators in the following areas:
Financial perspective:
- % online turnover
- % of online orders
- % online contribution to overall profitability
- % costs per lead
- % costs per order
- % online order value
- % average items ordered online
- % online profitability
Customer perspective:
- % of registered customers (on sales & service websites)
- % customer satisfaction online
- % of leads generated online
- % average online lifetime value
- % service transactions online
- % retention of online compared to offline (+ or – %)
- % turnover from new E-Business initiatives
Organization perspective:
- % on-time delivery of online orders
- % of issues with online orders
- % returns of online orders
- % of online campaigns delivered on budget
- % of campaigns delivered in time
- % online projects delivered on budget
- % online projects delivered in time
- % process time savings through online self service
Learning perspective:
- % new employees attracted through online channels
- % employee retention in online team roles
- % internal commitment (employee satisfaction with E-Business)
- % channel effectiveness
- % process improvement
Channel contribution:
- % turnover owned stores
- % turnover other stores
- % turnover contact center
- % direct sales (account management)
- % catalogue / direct mail
- % indirect (partner / dealer channels)
- % door-to-door
- % other channels
- % online orders in customer facing webshops
- % of online orders through customers E-Procurement portals / webshops / back-office systems
E-Business budgets:
- Total E-Business budget
- Strategy, planning & external consultancy budget
- Web marketing & campaigns (including ad campaigns, search engine marketing, email campaigning, etc.) budget
- Content management budget
- Running E-Business channel(s) (including site development, etc.) budget
- Research & benchmarking budget
- Staffing (internal) budget
- Social media initiatives budget
- Innovation (E-Business related) budget
- Mobile initiatives budget
- Training & education (E-Business team + staff) budget
- Channel platform development (only business component) budget
- Web analytics & eCRM budget
- ICT budget external (incl. external staff) budget
- ICT budget internal (incl. internal staff) budget
Please note: participants who have completed the E-Business Monitor have access to the My Benchmark section and can make their own selections. Only KPI’s answered by the participant are available to them in their My Benchmark section. A minimum of 6 results is required for custom benchmark results to be shown.
