Common menu bar links
Breadcrumb Trail
ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)
This page has been archived.
Archived Content
Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats on the "Contact Us" page.
Appendix C: Summary of Core Key Performance Indicators
These core indicators were vetted by the working group and are recommended for inclusion into the MAF.
|
Phone |
In-person |
Internet |
|
|
Call Access |
Visitor Access |
Search Engine Ranking |
Applications/Pieces Opened |
|
Caller Access |
Client Satisfaction Level |
Direct Access Ratio |
Applications Completed |
|
Abandoned Calls |
Service Complaints |
Server Availability Percentage |
Applications/Mail in Process |
|
Average Speed to Answer |
Cost per Contact |
Referral Percentage |
Average Cycle Time |
|
Answer Accuracy |
Visitors |
Conversion Rate |
Pass Through Ratio |
|
Client Satisfaction Level |
|
Site Error Messages |
Client Satisfaction Level |
|
Cost per Call |
|
Professionalism |
Service Complaints |
|
First Call Resolution |
|
Client Satisfaction Level |
Cost per Contact |
|
Call Avoidance |
|
Cost per Visit, Cost per Visitor |
Applications Received |
|
Calls Answered by IVR Successfully |
|
Visits |
|
|
Calls |
|
Visitors |
|
|
Callers |
|
|
|