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The KPI Institute Certified KPI Professional Sample Questions:

1. Which KPI should be used to balance "New customers (#)"?

A) Profitable customers (%)
B) Increase market share to 20% by the end of the year
C) Time to process orders (# / time)
D) Customer complaints due to poor service or product quality (%)

2. Which tolerance intervals would you propose for "Employee satisfaction (%)"?

A) Red: < 10%, Yellow: 10-20%, Green: > 30%
B) Red: > 80%, Yellow: 80-90%, Green: > 90%
C) Red: < 65%, Yellow: 65-75%, Green: > 75%
D) Red: 40%, Yellow: 40-80%, Green: 80%

3. Which of the following phrases can convert into a KPI the statement: "Customers evaluated the service quality as being high"?

A) Service quality rating
B) Service quality project
C) Quality services
D) Achieve high service quality

4. Which KPI should be used to balance "First call resolution rate (%)"?

A) Calls per hour (#)
B) Improve call resolution
C) Calls per staff (#)
D) Call duration (# / time)

5. Objectives should start with:

A) Adjectives
B) Action verbs
C) Nouns
D) Value drivers

Solutions: