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Key Performance Indicator

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(c) 2012 Denis Doeland / DDMCA | All Rights Reserved | contact: denis.doeland@ddmca.com

Key Performance Indicators

Distribution
What social media channels are you using? How can people reach you? Are you visible?

Interaction
How likely are followers going to engage? Is your message spread around? Do your fans and followers interact with eachother?

Influence
How does sentiment change due to the Social Media activities? Are your fans and followers satisfied about brand, service or product?

ROI/ROE
How many sales and results do you get from Social Media? What will be the cost of specific Social Media interaction?

Internal
What is the output of your Social Media team? How’s your Social Media team performing?

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Followers Fans Connections Mentions Reach Bookmarks Inbound links Subscribers

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Retweets Forwarding Sharing Comments Like or Rate Reviews Contributors Page views Unique visitors Traffic generated Time on site Response time

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Sales revenue Registered users Issues resolved Resolution rate Number of leads Cost of lead Conversion rate Cost of sale Revenue Lifetime value Support cost Share of repeat Transaction value Money in the bank Net profit, etc

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Conversation Net Promoter Satisfaction Sentiment Evangelists

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Posts E-books Presentations Videos Photos Updates Tweets Forum posts Marketing budget Staff payroll Development costs

A performance indicator or key performance indicator (KPI) is an industry jargon for a type of performance measurement. KPIs are commonly used by an organization to evaluate its success or the success of a particular activity in which it is engaged. Sometimes success is defined in terms of making progress toward strategic goals, but often, success is simply the repeated achievement of some level of operational goal (for example, zero defects, 10/10 customer satisfaction, etc.).

Because of the need to develop a good understanding of what is important, performance indicator selection is often closely associated with the use of various techniques to assess the present state of the business, and its key activities. These assessments often lead to the identification of potential improvements; and as a consequence, performance indicators are routinely associated with ‘performance improvement’ initiatives.
(c) 2012 Denis Doeland / DDMCA | All Rights Reserved | contact: denis.doeland@ddmca.com

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Denis Doeland
Management, Consultancy & Advies

P: +31 20 4272880 M: +31 6 13520250 E: denis.doeland@ddmca.com L: linkedin.com/in/denisdoeland T: @denisdoeland W: denisdoeland.com W: ddmca.com