In a balanced scorecard system, which of the following KPIs would relate to the customer perspective?
A) Defect rate
B) Employee satisfaction
C) Gross margin growth
D) Number of repeat customers

Question

Quizplus · Accepted Answer

KPIs related to the customer perspective measure how well the company is meeting the needs and expectations of its customers. Number of repeat customers is a direct measure of customer satisfaction and loyalty, making it a relevant KPI for this perspective. Defect rate relates to the internal process perspective, employee satisfaction relates to the internal perspective, and gross margin growth relates to the financial perspective.

In a Balanced Scorecard System, Which of the Following KPIs