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Performance Measurement & KPIs Flashcards

7 cards from real CBC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Performance Measurement & KPIs flashcards as text

  1. A business coach's client wants to track "customer satisfaction" but has no measurable target. What should the coach recommend first?

    Answer: Convert the goal into a SMART metric such as a Net Promoter Score target

    Vague goals must be translated into specific, measurable indicators like NPS before they can function as KPIs.

  2. Which of the following is a leading indicator for a sales team's quarterly revenue target?

    Answer: Number of qualified discovery calls booked per week

    Leading indicators, like discovery calls booked, predict future results, whereas revenue and churn report past outcomes.

  3. A client tracks 42 KPIs on a single dashboard and feels overwhelmed. What is the coach's best guidance?

    Answer: Prioritize a small set of critical KPIs tied directly to strategic objectives

    Effective performance measurement focuses on a limited number of KPIs aligned to strategy, avoiding metric overload.

  4. In a coaching engagement, what is the primary purpose of establishing a baseline measurement before an intervention?

    Answer: To enable objective comparison of pre- and post-intervention performance

    A baseline provides the reference point against which progress and coaching impact are objectively measured.

  5. A retail client's KPI dashboard shows conversion rate rising while average transaction value falls. How should the coach interpret this?

    Answer: Examine the metrics together, since a trade-off between them may be occurring

    KPIs must be analyzed in relation to each other because improving one metric can come at the expense of another.

  6. Which KPI best measures the efficiency of a company's customer acquisition efforts?

    Answer: Customer acquisition cost (CAC)

    CAC measures how much is spent to gain each new customer, directly reflecting acquisition efficiency.

  7. A coach notices a client's team manipulates a call-volume KPI by making short, low-quality calls. What does this illustrate?

    Answer: A poorly designed metric incentivizing behavior that undermines the real goal

    When a measure becomes a target, people may game it, so KPIs must be paired with quality safeguards.