Customer
One review sheet per family. Phase 1 first, phase 2 visibly inactive below.
Review owner: Supply ChainOpen period: Aug 2026Data debt: 5/9 extractable today
Phase 1 — reviewed now| KPI | Type | Cadence | Owner | Source | Target | Actual | Status | Trend | Comment |
|---|---|---|---|---|---|---|---|---|---|
On-Time-In-Full Service Level We are near 98% and cannot use it commercially because it is not published. A published service level is a competitive weapon | Lagging | Monthly | Supply Chain | Available — not published SAP — AVAILABLE, not published | Green Computed from ≥97% | -3.5 | |||
Portfolio Qualification Number of accounts per rep and share of small accounts held by senior reps. Two thirds of a portfolio generating 8% of margin must move to inside sales No reliable source yet. Cannot carry a colour. | Leading | Quarterly | Sales Director | To build SAP + segmentation | n/a | n/a | Not measurable | — | |
New Customers Customer acquisition delivered | Lagging | Monthly | Sales Director | Available SAP | Green Computed from ≥ target | +6 | |||
Customer Retention Protection of the installed base by value, not by count | Lagging | Quarterly | Sales Director | Available SAP | Amber Computed from ≥95% of value | -5.8 | |||
Executive Customer Visits Strategic engagement with priority accounts. A coverage measure, not an activity-control measure No reliable source yet. Cannot carry a colour. | Leading | Quarterly | Sales VP / ExCom | To build Manual log | n/a | n/a | Not measurable | — |
Visible so the roadmap is legible, inactive so it cannot be reviewed.
| KPI | Priority | Cadence | Source | Verdict | Agreed band |
|---|---|---|---|---|---|
Voice of Customer Early warning on satisfaction, unmet needs and switching risk | P2 | Annual | To build Survey | Phase 2 | ≥ target / within 10% / >10% below |
Net Promoter Score Signals future loyalty and advocacy | P2 | Annual | To build Survey | Phase 2 | ≥ +30 / 0 to +30 / negative |
Complaint Rate Service and quality failures actually experienced by customers | P2 | Monthly | Available SAP / QMS | Phase 2 | ≤ target / +1 to +50% over / >+50% over |
Customer Churn Customers already lost, by value and by tier | P2 | Quarterly | Available SAP | Phase 2 | ≤5% of value / 5–10% / >10% |