KPI of the Day – Customer Service: % Call abandon rate
Definition
Measures the percentage of customer calls which are abandoned while in queue, waiting for service, from overall calls.
KPI of the Day – Utilities: # System Average Interruption Duration Index (SAIDI)
Definition
The # System Average Interruption Duration Index (SAIDI) measures the average outage duration, in minutes, of supply interruptions that a customer experiences during a reporting period.
KPI of the Day – Business Consulting (BC): $ Profit per project
Definition
Measures the profit achieved by a specific project.
KPI of the Day – Human Resources (HR): % Employee satisfaction
Definition
Measures the employees’ satisfaction, engagement and motivation levels, with regards to their job and working environment, namely job responsibilities, team and management, workplace and professional development.
KPI of the Day – Utilities: $ Electric power substation maintenance cost
Definition
Measures the total expenditures of maintaining electric power substations and all the equipment costs that support the function of these substations.
