KPI trees in action!

In addition to the stand-alone KPIs, the KPI trees are a powerful tool used to establish which KPIs should be monitored to achieve the business goals. Organizing KPIs in a tree-like structure helps to gain a holistic view of performance across various dimensions and a deeper understanding of how specific metrics contribute to overall business outcomes.

The top-level KPI, often called the North Star metric, represents the primary business goal. Subsequent layers break down the top KPI into more specific metrics, providing a structured framework to monitor and analyze performance at different levels of granularity.

In the previous exercise, you identified that the Customer Satisfaction Rate decreased in July. Using the above KPI tree can help you identify the KPIs that drive customer satisfaction. This can be then used to form the analytical questions required to find the root cause of the problem!

Select the correct metrics that contribute to the customer satisfaction rate based on the third layer of the KPI tree.