Which THREE of these are appropriate key performance indicators (KPIs) for the CSF ‘provide excellent customer service"?

The management of a chain of hotels has decided that one of its critical success factors (CSF) is to ‘provide excellent customer service’ The below measures have been suggested.

Which THREE of these are appropriate key performance indicators (KPIs) for the CSF ‘provide excellent customer service"?
A . The number of customers who make use of their in-room mini bar
B . The percentage of customers who use the leisure facilities
C . The number of customers who complain.
D . The percentage of customers who join the hotel loyalty scheme
E . The percentage of customers who return

View Answer

Answer: C, D, E

Explanation:

A key performance indicator (KPI) is a measurable value that demonstrates how effectively an organisation is achieving a key business objective or critical success factor (CSF). A KPI should be relevant, specific, measurable, achievable, realistic and time-bound (SMART). Therefore, options C, D and E are appropriate KPIs for the CSF ‘provide excellent customer service’, as they measure aspects of customer satisfaction and loyalty that are directly related to the quality of service provided by the hotel chain. Option A is not an appropriate KPI, as it does not measure customer service, but rather customer consumption. Option B is not an appropriate KPI, as it does not measure customer service, but rather customer preference.

Reference: BCS Practitioner Certificate in BAP Specimen, page 15.