Page 28 - Test

and Targets
External Stakeholder Index
Internal Stakeholder Index
55% 65%
75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 75% 90% 93% 75% 75% 75% 75% 80% 85%
60% 65%
75% 80% 65%
75% 50% 60% 65%
75% 50% 60% 45% 55% 70% 75% 75% 75% 75% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 95% 97% 97% 97% 97% 80% 80% 80% 80% 85%
90% 92% 95% 70% 75% 80% 85%
90% 96% 85%
95% 100% 70% 80% 90% 90% 95% 100% 70% 80% 90% 65%
75% 85%
American Customer Satisfaction Index
- 72 9%
KPI Measures 2021
2022
Targets
2023
2024
2025
Target Justification/Industry Benchmark
Brand Awareness
Index
Internet (Google) Trending Data - 50 4%
Satisfaction Index
Customer Value Index
Perception/Relations Index
Increase Revenue
over Budget
0% 0% 2% 2% 3% 3% 4%
4%
5% 5% IMF Economic Outlook 2021
Latin America & Caribbean - - - 3 7% CXC trending data 2020 - - - (-1 92%)
Reduce Cost
under Budget
CXC trending data 2020 - - (-7 6%)
Product Quality
Index
Service Quality
Index
American Customer Satisfaction Index
- 72 9%
CXC trending data 2020 - 91%
Operational Efficiency
Index
CXC trending data 2020 - 83%
Corporate Performance Management
Index
CXC trending data 2020 - 57%
Improved IT Capacity
Index
CXC trending data 2020 -73%
Business Continuity
Index
CXC trending data 2020 - 61 67%
Culture Assessment Index
CXC trending data 2020 - 44%
Corporate Governance
and Compliance Index
CXC trending data 2020 - 61 67%
Organisation Culture Index
CXC trending data 2020 - 23%
Skills & Attitudes
(KSA) Index
CXC trending data 2020 - 44%