Target Baseline Value
KPI tree preview. Document date 3/1/19
Name Description Performance Value
Balanced Scorecard 76.25%
Financial Perspective
Customer Perspective 75% 75
Improve customer service 75% 75
Create video tutorials 64.22% 6.42
Train support agents 81.73% 81.73
Retention rate, % 75% 75
Internal Process Perspective 77.5% 46
Create video tutorials 70% 7
Tutorials coverage, % 80% 80
Average watch time 70% 7
Train support agents 85% 85
Training time 50% 3
Participation rate 80% 80
Evaluation test score 85% 85
Learning & Growth Perspective