Key Performance Indicators

Your key performance indicators (KPIs) should be based on your
overall business goals and the role your website plays in achieving
those goals. KPIs should be company specific and not influenced by
industry averages or your competitors’ KPIs.

What are Key Performance Indicators?

Webopedia defines them thusly:

“KPIs, or key performance indicators, help organisations
achieve organisational goals through the definition and measurement of
progress. The key indicators are agreed upon by an organisation and are
indicators which can be measured that will reflect success factors. The
KPIs selected must reflect the organisation’s goals, they must be key to
its success, and they must be measurable. Key performance indicators
usually are long-term considerations for an organisation.”

Let’s summarise the important points of this KPI definition:

  • Organisational Goals: It is important to
    establish KPIs based on your own business goals rather than standard
    goals for your industry. Expanding on this, a company whose goal is “to
    be most profitable” will have different KPIs than a company who defines
    their goal as “to increase customer retention fifty percent.” The
    first company will have KPIs related to finance and profit and loss,
    while the second will focus on customer satisfaction and response time.
  • Measurement Purpose: It is important to analyse
    KPIs over time, allowing you to make changes to improve website
    performance – then periodically reevaluate performance to verify
    progress. For this reason, KPIs must be measurable. The goal “increase
    customer retention” is useless because there is no quantifiable goal,
    whereas the aforementioned goal, “to increase customer retention fifty
    percent” has a definite quantity that can be tracked.
  • Goal Continuity: KPIs are long-term considerations
    designed to help with strategic planning. While it is important to have
    targeted goals, they should be incremental to an overall success.
    Simply because something is measurable does not mean that it is
    significant enough to be a key performance indicator. You must define
    your KPIs and keep their measure the same from year to year. Not that
    you can’t adjust your goals, but you should use the same unit to measure
    those goals.
  • Managerial Consensus: It is important to have all
    managers on the same page because personnel from different functions
    within your company will help create the KPIs. If your KPIs truly
    reflect your organisational goals then it is necessary for all levels of
    your company to get with the program. Encourage company unity and
    enthusiasm for the project and make sure that everyone knows what the
    KPIs are.

Regular KPIs

While it is desirable to create very specific KPIs for your business,
there are a few metrics that qualify as regular key performance
indicators. These include the KPIs for measuring reach, acquisition, conversions, and retention.

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100 Mount Street, North Sydney, NSW 2060.
1300 732 734