Driver KPI

A driver KPI measures the behaviour that drives a result, and that its owner can influence. Under the result KPI "customers who stay", for example, sit the number of customer conversations per week and the number of customers flagged as at risk. Your account manager doesn't fully control whether a customer leaves. How many conversations she has, she does.

A result KPI tells you afterwards how it went. A driver KPI shows in advance whether the result is going to happen, while there's still time to adjust. That's why you can hold someone to a driver KPI, and why a disappointing result calls for a conversation together about the cause.

On the Boldcaster KPI scoreboard you hang a driver KPI under a result KPI, and that under a process. Without an owner of its own, a driver KPI takes the owner of the result KPI above it.

Read more in A good KPI is one you can move on Monday morning.