12. Perspective of the Client: Objectives, Indicators

Having established some generic objectives for this perspective of external nature, we will propose for each one of them possible indicators with those that can be evaluated. By way of outline, the main considered objectives have been:

In relation to the possible indicators we propose the following ones:

Volume of Clients

• % growth of the market Quota

• at regional level / comercal / zonal

• at level of market segment

for clientele type

• % revenues coming from new segments of market objectives

• % new clients / total clientele

• % revenues of new clients

• % new clients via promotional action

• % revenues of new geographical areas

• Satisfaction

• Strategic Benchmarking of prices

• % offered discounts

• Evolution of the prices

• % complaints of clients

• Level of guarantee of the service

• % of incidences or defects, error Index in the products

• Level of personalized attention

• % answer level to the complaints

Number of incoming and salient calls and duration averages

Times of disposition, and of each agent's of sales occupation

Half time of answer and total percentage of calls

Fidelization

• The client's% loyalty:

• It repurchases / Changes in the activity volume

• Repurchase intention or change of volume

• Recommendations to other potential clients

• % clients that you/they buy after a considerable ascent of prices

• Index of purchase repetition (Frequency)

Half time of the client's retention

• Profitability

• % revenues for orders

• Deviations in prices

• Analysis of gross margins

• Net calculation of losses and earnings

• % of quantities returned by clients' segment

Profitability for client and distribution channel

Level of costs for benefits of services associated with the product

Time dedicated to non closed operations

Averages of valuation of commercial operations

Repercussions in the revenues starting from the cycle of sales

Optimization in the delivery terms

• % punctuality and guarantees in execution of service

• % punctuality in delivery of products

• % of repairs made by temporary unit

• % reduction in the times of wait of technical attendance

% reduction times of wait for the reception of the service that he/she offers the company.

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