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Staff reductions
Sales per staff member
Overall productivity
Speed to market
Number of customers
Just-in-time deliveries
Number of website visits
Number of website transactions
Trends recognized
Sales per website visitor
Number of customer opt-ins
Speed of response
Service quality
Staff retention
Customer “churn”
Staff “churn”
Website downtime
Brand recognition
Transaction security failures

Having assessed your objectives, the status of your business to date and
the key indicators of your online business success, you may well want to re-
assess or reconsider your initial strategic and tactical considerations. If
this small survey has helped you to think again it has achieved its purpose.

Typical thoughts might include:

n Are we attracting enough visitors?
n Do they stay?
n Do they welcome the offer of further information?
n Are we treating our customers as individuals with different needs?
n Do visitors buy online?
n Do they come back to visit again?
n Do we know with certainty what the emerging needs of our

customers are?
n How do we compare against our competition when it comes to

delighting the customer?
n Do we know our online competition by name and understand each

one’s unique marketing proposition?
n Does our site add transactional value for buyers?

168 Key management questions