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The KPI Institute Certified KPI Professional Sample Questions:

1. Which of the following KPIs will influence "Service backlog (#)"?

A) Productivity
B) Service complaints responded to (%)
C) Service lead time (# / time)
D) Revenue ($)

2. Which KPI measures the achievement of the following objective: "Enhance process quality"?

A) Time to process a transaction (# / time)
B) Production workers that attended process quality training (%)
C) Process quality level of 99% achieved by the end of the financial year
D) Error rate (%)

3. Which start target would you propose for "Net Promoter Score (NPS) (%)", tracked at organizational level?

A) 100
B) This is not a KPI
C) #10
D) 1

4. Which KPI is suitable for measuring the following objective: "Improve staff competencies"?

A) Staff competencies meeting desired levels (%)
B) Training budget ($)
C) Training hours (#)
D) Staff competencies targeted through training (#)

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

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

Solutions: