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Customer Conversion Scorecard

Report includes: 1 month(s) 49 day(s), from 31.01.2009 to 21.03.2009

Name

Start value

End value

Dynamic

Contains

Customer Conversion Scorecard

56,83 %

51,6 %

-5,23 %

Interaction Platform Perspective	(55,1%, -9,08%)
Process Evaluation Perspective	(49,1%, -11,48%)
On-line Mode Perspective	(54,3%, -6,72%)
Post-efforts Benefits Perspective	(47,5%, 11,43%)

Graph for Customer Conversion Scorecard

Data for Customer Conversion Scorecard

Dates	Value
31.01.2009	56,83
07.02.2009	27,4
14.02.2009	62,75
21.02.2009	44,8
28.02.2009	55,38
07.03.2009	43,36
14.03.2009	45,27
21.03.2009	51,6

Interaction Platform Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Interaction Platform Perspective

64,14 %

55,06 %

-9,08%

Customer Conversion Scorecard

Indicators

Number of Interfaces Provided

'Above Average User-Experience' Fraction

System Integration Ratio

Technological Front Analysis *

* - Information for this metric is limited in sample report Description This group of parameters help in evaluating the kind of interaction being offered by the organization to the visitors and further in improving it.

Graph for Interaction Platform Perspective

Data for Interaction Platform Perspective

Dates	Value	Weight
31.01.2009	64,14	3
07.02.2009	27,24	3
14.02.2009	51,78	3
21.02.2009	52,58	3
28.02.2009	42,47	3
07.03.2009	58,81	3
14.03.2009	38,85	3
21.03.2009	55,06	3

Number of Interfaces Provided

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Number of Interfaces Provided	5,452	2,356	-3,096	#	Maximize	Interaction Platform Perspective

Description This KPI is to have the number of interfaces that work in the direction of interacting with customers. Some of these include 'on-line platform', 'workshops' etc.

Graph for Number of Interfaces Provided

Data for Number of Interfaces Provided

Dates	Weight	Min	Max	Value
31.01.2009	2	2	6	5,452
07.02.2009	2	2	6	2,264
14.02.2009	2	2	6	4,656
21.02.2009	2	2	6	2,32
28.02.2009	2	2	6	5,924
07.03.2009	2	2	6	3,536
14.03.2009	2	2	6	2,312
21.03.2009	2	2	6	2,356

'Above Average User-Experience' Fraction

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	'Above Average User-Experience' Fraction	91,76	69,68	-22,08	%	Maximize	Interaction Platform Perspective

Description This indicator hints at the extent of user-friendliness being provided by the interface. One can run a small survey with visitors and users to have the value.

Graph for 'Above Average User-Experience' Fraction

Data for 'Above Average User-Experience' Fraction

Dates	Weight	Min	Max	Value
31.01.2009	3	20	100	91,76
07.02.2009	3	20	100	36,24
14.02.2009	3	20	100	78,08
21.02.2009	3	20	100	94,96
28.02.2009	3	20	100	55,52
07.03.2009	3	20	100	77,36
14.03.2009	3	20	100	61,36
21.03.2009	3	20	100	69,68

System Integration Ratio

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	System Integration Ratio	0,745	0,9814	+ 0,236	#	Maximize	Interaction Platform Perspective

Description To achieve a balanced and synchronized pulling of systems, an appropriate integration among them has to be in place. The user should not get the feel of systems being 'isolated'.

Graph for System Integration Ratio

Data for System Integration Ratio

Dates	Weight	Min	Max	Value
31.01.2009	3	0,4	1	0,745
07.02.2009	3	0,4	1	0,6058
14.02.2009	3	0,4	1	0,7276
21.02.2009	3	0,4	1	0,6322
28.02.2009	3	0,4	1	0,5014
07.03.2009	3	0,4	1	0,6628
14.03.2009	3	0,4	1	0,46
21.03.2009	3	0,4	1	0,9814

Process Evaluation Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Process Evaluation Perspective

60,55 %

49,07 %

-11,48%

Customer Conversion Scorecard

Indicators

Customer Tracking Techniques

'Right Traffic Jump'

Data Appropriateness

Conversion Rate *

* - Information for this metric is limited in sample report Description This class of indicators offers a way for analyzing the task of Customer Conversion.

Graph for Process Evaluation Perspective

Data for Process Evaluation Perspective

Dates	Value	Weight
31.01.2009	60,55	3
07.02.2009	27,63	3
14.02.2009	55,61	3
21.02.2009	45,48	3
28.02.2009	58,58	3
07.03.2009	30,14	3
14.03.2009	68,55	3
21.03.2009	49,07	3

Customer Tracking Techniques

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Tracking Techniques	4,13	4,355	+ 0,225	#	Maximize	Process Evaluation Perspective

Description Various kinds of software are available to track the behaviour of customers. The information obtained from these can then be put to further use in knowing the 'strength' and 'weakness' of the task.

Graph for Customer Tracking Techniques

Data for Customer Tracking Techniques

Dates	Weight	Min	Max	Value
31.01.2009	3	3	8	4,13
07.02.2009	3	3	8	5,14
14.02.2009	3	3	8	4,285
21.02.2009	3	3	8	3,275
28.02.2009	3	3	8	5,47
07.03.2009	3	3	8	3,375
14.03.2009	3	3	8	6,99
21.03.2009	3	3	8	4,355

'Right Traffic Jump'

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	'Right Traffic Jump'	0,951	0,5877	-0,363	#	Maximize	Process Evaluation Perspective

Description This is a really important metric if one is interested in knowing whether the 'correct market is being targeted' or not. The value can be had by dividing the 'correct prospects visiting the PoS' by 'total number of visitors'.

Graph for 'Right Traffic Jump'

Data for 'Right Traffic Jump'

Dates	Weight	Min	Max	Value
31.01.2009	3	0,3	1	0,951
07.02.2009	3	0,3	1	0,3287
14.02.2009	3	0,3	1	0,6794
21.02.2009	3	0,3	1	0,6773
28.02.2009	3	0,3	1	0,9195
07.03.2009	3	0,3	1	0,489
14.03.2009	3	0,3	1	0,951
21.03.2009	3	0,3	1	0,5877

Data Appropriateness

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Data Appropriateness	6,643	6,796	+ 0,153	Score	Maximize	Process Evaluation Perspective

Description Most of the companies keep collecting numbers without looking at the 'suitability' of those values. This KPI helps in judging the use of those statistics that are collected by the company. A scale from 1-10 can be employed for this purpose.

Graph for Data Appropriateness

Data for Data Appropriateness

Dates	Weight	Min	Max	Value
31.01.2009	2	1	10	6,643
07.02.2009	2	1	10	4,807
14.02.2009	2	1	10	5,887
21.02.2009	2	1	10	9,865
28.02.2009	2	1	10	3,862
07.03.2009	2	1	10	4,672
14.03.2009	2	1	10	2,962
21.03.2009	2	1	10	6,796

On-line Mode Perspective

Name

Start value

End value

Dynamic

Parent

Contains

On-line Mode Perspective

61,06 %

54,34 %

-6,72%

Customer Conversion Scorecard

Indicators

Usability Index

Content Planning Accuracy

Site Architecture Success Ratio

Search Engine Ranking Improvement *

* - Information for this metric is limited in sample report Description KPIs under this aspect are to quantify the 'performance of the website' for having better conversion rates.

Graph for On-line Mode Perspective

Data for On-line Mode Perspective

Dates	Value	Weight
31.01.2009	61,06	2
07.02.2009	35,76	2
14.02.2009	62,46	2
21.02.2009	33,96	2
28.02.2009	41,93	2
07.03.2009	53,37	2
14.03.2009	19,74	2
21.03.2009	54,34	2

Usability Index

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Usability Index	7,696	9,01	+ 1,314	Score	Maximize	On-line Mode Perspective

Description This indicator enables the judging of website in terms of usability offered to visitors and users. The value can be had on a scale of 1-10.

Graph for Usability Index

Data for Usability Index

Dates	Weight	Min	Max	Value
31.01.2009	3	1	10	7,696
07.02.2009	3	1	10	2,764
14.02.2009	3	1	10	9,838
21.02.2009	3	1	10	3,178
28.02.2009	3	1	10	8,47
07.03.2009	3	1	10	7,075
14.03.2009	3	1	10	1,324
21.03.2009	3	1	10	9,01

Content Planning Accuracy

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Content Planning Accuracy	0,6364	0,7894	+ 0,153	#	Maximize	On-line Mode Perspective

Description This is to know whether the planning of content has been established accurately or not and to what extent. Correct placing of information can sometimes make all the difference between a 'minimal' and 'sky-rocketing' customer conversion rates.

Graph for Content Planning Accuracy

Data for Content Planning Accuracy

Dates	Weight	Min	Max	Value
31.01.2009	2	0,4	1	0,6364
07.02.2009	2	0,4	1	0,5476
14.02.2009	2	0,4	1	0,5674
21.02.2009	2	0,4	1	0,4816
28.02.2009	2	0,4	1	0,5704
07.03.2009	2	0,4	1	0,7036
14.03.2009	2	0,4	1	0,5158
21.03.2009	2	0,4	1	0,7894

Site Architecture Success Ratio

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Site Architecture Success Ratio	8,938	4,564	-4,374	Score	Maximize	On-line Mode Perspective

Description This takes care of the navigational aspects of the web-pages and helps in ensuring that those are easy to move through. A scale numbered from 1-10 can be useful for obtaining the value. Customers often close the web pages that take ages to get through or in getting loaded.

Graph for Site Architecture Success Ratio

Data for Site Architecture Success Ratio

Dates	Weight	Min	Max	Value
31.01.2009	3	1	10	8,938
07.02.2009	3	1	10	3,88
14.02.2009	3	1	10	7,066
21.02.2009	3	1	10	5,464
28.02.2009	3	1	10	3,079
07.03.2009	3	1	10	2,602
14.03.2009	3	1	10	3,196
21.03.2009	3	1	10	4,564

Post-efforts Benefits Perspective

Name

Start value

End value

Dynamic

Parent

Contains

Post-efforts Benefits Perspective

36,04 %

47,47 %

+ 11,43%

Customer Conversion Scorecard

Indicators

Increase in Customer Retention

Customer Base Rise

Revenue Climbing

Drop in Client Turn-over *

* - Information for this metric is limited in sample report Description This category helps in knowing the 'manner' and 'extent' in which the benefits from the whole exercise of customer conversion have emerged.

Graph for Post-efforts Benefits Perspective

Data for Post-efforts Benefits Perspective

Dates	Value	Weight
31.01.2009	36,04	2
07.02.2009	18,93	2
14.02.2009	90,22	2
21.02.2009	42,94	2
28.02.2009	83,37	2
07.03.2009	29,99	2
14.03.2009	45,5	2
21.03.2009	47,47	2

Increase in Customer Retention

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Increase in Customer Retention	89,84	65,84	-24	%	Maximize	Post-efforts Benefits Perspective

Description This metric brings to the light the degree to which the customers were kept hooked to the concerned organization's offerings.

Graph for Increase in Customer Retention

Data for Increase in Customer Retention

Dates	Weight	Min	Max	Value
31.01.2009	2	20	100	89,84
07.02.2009	2	20	100	20,8
14.02.2009	2	20	100	94,16
21.02.2009	2	20	100	56,4
28.02.2009	2	20	100	93,76
07.03.2009	2	20	100	37,52
14.03.2009	2	20	100	87,28
21.03.2009	2	20	100	65,84

Customer Base Rise

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Base Rise	65,48	151,74	+ 86,26	%	Maximize	Post-efforts Benefits Perspective

Description This KPI is the ultimate reflector of how much the customer database has spread. Only when such a change occurs that the organization can think of 'converting' visitors to users.

Graph for Customer Base Rise

Data for Customer Base Rise

Dates	Weight	Min	Max	Value
31.01.2009	3	10	200	65,48
07.02.2009	3	10	200	51,04
14.02.2009	3	10	200	160,48
21.02.2009	3	10	200	83,91
28.02.2009	3	10	200	164,47
07.03.2009	3	10	200	133,5
14.03.2009	3	10	200	69,85
21.03.2009	3	10	200	151,74

Revenue Climbing

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Revenue Climbing	35,82	38,925	+ 3,105	%	Maximize	Post-efforts Benefits Perspective

Description This KPI gives the financial returns harnessed from the study of customer conversion.

Graph for Revenue Climbing

Data for Revenue Climbing

Dates	Weight	Min	Max	Value
31.01.2009	3	5	120	35,82
07.02.2009	3	5	120	11,785
14.02.2009	3	5	120	113,33
21.02.2009	3	5	120	39,845
28.02.2009	3	5	120	84,58
07.03.2009	3	5	120	9,715
14.03.2009	3	5	120	64,455
21.03.2009	3	5	120	38,925

Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 23.02.2009 22:37:09