This is a Customer Value Metric Dashboard (Diamond) Report, it is one of reports that Balanced Scorecard Designer can generate for Customer Value KPI. With this software you can also design your own scorecards, KPIs and metrics.

Customer Value Scorecard

Report includes: 2 day(s), from 27.02.2009 to 28.02.2009

Name

Start value

End value

Dynamic

Contains

Customer Value Scorecard

36,27 %

54,24 %

+ 17,97 %

Operational and Benefits Perspective	(39,5%, 14,56%)
Framework Perspective	(70,9%, 34,53%)
Factors and Considerations/Analysis perspective	(53%, 12,83%)
Performance Evaluation	(52,6%, 3,41%)

Graph for Customer Value Scorecard

Data for Customer Value Scorecard

Dates	Value
27.02.2009	36,27
28.02.2009	54,24

Operational and Benefits Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Operational and Benefits Perspective

24,94 %

39,5 %

+ 14,56%

Customer Value Scorecard

Indicators

Increase in % retention

Number of Techniques used for Analysis

Drop in Customer Complaints

Brand Image and Awareness *

Customer Attrition *

* - Information for this metric is limited in sample report Description This is to obtain knowledge about the operations to be carried in the task and the benefits emerging from those.

Graph for Operational and Benefits Perspective

Data for Operational and Benefits Perspective

Dates	Value	Weight
27.02.2009	24,94	3
28.02.2009	39,5	3

Increase in % retention

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Increase in % retention	19,35	5,84	-13,51	%	Maximize	Operational and Benefits Perspective

Description This KPI helps in knowing the extent to which 'Customer Value' has contributed to retaining the customers.

Graph for Increase in % retention

Data for Increase in % retention

Dates	Weight	Min	Max	Value
27.02.2009	2	5	40	19,35
28.02.2009	2	5	40	5,84

Number of Techniques used for Analysis

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Number of Techniques used for Analysis	1,495	2,445	+ 0,95	#	Maximize	Operational and Benefits Perspective

Description This parameter gives the number of techniques that have been used for analyzing the situation of 'customer value'.

Graph for Number of Techniques used for Analysis

Data for Number of Techniques used for Analysis

Dates	Weight	Min	Max	Value
27.02.2009	2	1	6	1,495
28.02.2009	2	1	6	2,445

Drop in Customer Complaints

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Drop in Customer Complaints	50,16	91,88	+ 41,72	%	Maximize	Operational and Benefits Perspective

Description This indicator is equal to the fraction by which the customer complaints showed a dip.

Graph for Drop in Customer Complaints

Data for Drop in Customer Complaints

Dates	Weight	Min	Max	Value
27.02.2009	2	30	100	50,16
28.02.2009	2	30	100	91,88

Framework Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Framework Perspective

36,39 %

70,92 %

+ 34,53%

Customer Value Scorecard

Indicators

Customer Intimacy Ratio

Quality conformance Fraction

Customer Value Increment

Streamlining Index *

* - Information for this metric is limited in sample report Description This group of KPIs enables one to analyze the structure that has been finalized for working on the concept of 'customer value'.

Graph for Framework Perspective

Data for Framework Perspective

Dates	Value	Weight
27.02.2009	36,39	3
28.02.2009	70,92	3

Customer Intimacy Ratio

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Intimacy Ratio	3,484	5,311	+ 1,827	Score	Maximize	Framework Perspective

Description This is to know the extent to which the organization has been successful in developing customer intimacy. A scale numbered from 1-10 can be employed for this purpose.

Graph for Customer Intimacy Ratio

Data for Customer Intimacy Ratio

Dates	Weight	Min	Max	Value
27.02.2009	3	1	10	3,484
28.02.2009	3	1	10	5,311

Quality conformance Fraction

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Quality conformance Fraction	94,3	98,54	+ 4,24	%	Maximize	Framework Perspective

Description This is to have an idea about the quality of the product/service that has been provided or rendered. One can obtain the value by running a survey among a group of customers and knowing the fraction that agrees with the 'supreme' quality of the offering.

Graph for Quality conformance Fraction

Data for Quality conformance Fraction

Dates	Weight	Min	Max	Value
27.02.2009	3	80	100	94,3
28.02.2009	3	80	100	98,54

Customer Value Increment

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Value Increment	80,7	130,83	+ 50,13	%	Maximize	Framework Perspective

Description The value of this parameter can be had by using any of the models that are available. One of the relation that can be of help is- Q*S/SP*LT.
Where, Q= Quality, S= Service, SP= Sales price, LT= Lead Time

Graph for Customer Value Increment

Data for Customer Value Increment

Dates	Weight	Min	Max	Value
27.02.2009	2	60	150	80,7
28.02.2009	2	60	150	130,83

Factors and Considerations/Analysis perspective

Name

Start value

End value

Dynamic

Parent

Contains

Factors and Considerations/Analysis perspective

40,21 %

53,04 %

+ 12,83%

Customer Value Scorecard

Indicators

Number of Dimensions Considered

Key Buying Impactors' Spanned

Number of Benchmarks Used

Voice of the Customer Ratio *

* - Information for this metric is limited in sample report Description This is to evaluate the customer value on the basis of factors and considerations that come in the way.

Graph for Factors and Considerations/Analysis perspective

Data for Factors and Considerations/Analysis perspective

Dates	Value	Weight
27.02.2009	40,21	2
28.02.2009	53,04	2

Number of Dimensions Considered

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Number of Dimensions Considered	3,4	6,65	+ 3,25	#	Maximize	Factors and Considerations/Analysis perspective

Description An organization needs to consider several directions before embarking on the final number for 'customer value'. Some of these are- product, customer service, brand affinity and price.

Graph for Number of Dimensions Considered

Data for Number of Dimensions Considered

Dates	Weight	Min	Max	Value
27.02.2009	3	3	8	3,4
28.02.2009	3	3	8	6,65

Key Buying Impactors' Spanned

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Key Buying Impactors' Spanned	8,77	4,036	-4,734	#	Maximize	Factors and Considerations/Analysis perspective

Description This shows the number of factors that are paid attention to while proceeding with the task of increasing customer value. Few of the factors that can be covered include- product category, availability, outsourcing etc.

Graph for Key Buying Impactors' Spanned

Data for Key Buying Impactors' Spanned

Dates	Weight	Min	Max	Value
27.02.2009	3	4	10	8,77
28.02.2009	3	4	10	4,036

Number of Benchmarks Used

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Number of Benchmarks Used	4,598	7,419	+ 2,821	#	Maximize	Factors and Considerations/Analysis perspective

Description This is to gauge the process on the basis of benchmarks used in the process of customer value.

Graph for Number of Benchmarks Used

Data for Number of Benchmarks Used

Dates	Weight	Min	Max	Value
27.02.2009	2	1	8	4,598
28.02.2009	2	1	8	7,419

Performance Evaluation

Name

Start value

End value

Dynamic

Parent

Contains

Performance Evaluation

49,14 %

52,55 %

+ 3,41%

Customer Value Scorecard

Indicators

Interactive Relationship Index

Customer Assistance Level

Customer Profitability Jump

Satisfaction to Value Perceived Improvement *

* - Information for this metric is limited in sample report Description This group of KPIs is to cross-check the process of building customer value on various grounds.

Graph for Performance Evaluation

Data for Performance Evaluation

Dates	Value	Weight
27.02.2009	49,14	2
28.02.2009	52,55	2

Interactive Relationship Index

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Interactive Relationship Index	0,9204	0,9476	+ 0,0272	#	Maximize	Performance Evaluation

Description This gives the extent to which the relationship with customers is 'interactive' in nature. It helps in winning troubling situations like 'shortening product life-cycles', 'requirement for continuous product innovation'.

Graph for Interactive Relationship Index

Data for Interactive Relationship Index

Dates	Weight	Min	Max	Value
27.02.2009	3	0,6	1	0,9204
28.02.2009	3	0,6	1	0,9476

Customer Assistance Level

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Assistance Level	1,792	3,646	+ 1,854	Score	Maximize	Performance Evaluation

Description This can be had on a scale of 1-10. This attribute plays an important role in helping organizations evaluate customer value.

Graph for Customer Assistance Level

Data for Customer Assistance Level

Dates	Weight	Min	Max	Value
27.02.2009	2	1	10	1,792
28.02.2009	2	1	10	3,646

Customer Profitability Jump

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Profitability Jump	65,545	63,13	-2,415	%	Maximize	Performance Evaluation

Description This is to have the monetary benefits realized after the process of customer value.

Graph for Customer Profitability Jump

Data for Customer Profitability Jump

Dates	Weight	Min	Max	Value
27.02.2009	3	10	125	65,545
28.02.2009	3	10	125	63,13

Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 23.02.2009 21:19:03