KPI library

KPIs for every role, ready on day one.

Pick a role, keep the KPIs that fit, set your targets and add your own. Every KPI sits next to the person’s commitments in their one-on-one, so each number has a plan attached.

Software developer

Outcomes and quality, never lines of code or hours online.

KPIHow it is measuredReviewedBetter when

Commitments deliveredShare of the commitments agreed at the last review that were done on timeFortnightlyHigher

Cycle timeDays from starting a piece of work to it running in productionMonthlyLower

Change failure rateShare of releases that caused an incident or a rollbackMonthlyLower

Review turnaroundHours until a teammate’s pull request gets a first reviewFortnightlyLower

Escaped defectsBugs reported by customers for work shipped in the periodMonthlyLower

Product manager

Whether what ships moves the numbers that matter to customers.

KPIHow it is measuredReviewedBetter when

Feature adoptionShare of target users using a new feature within 30 days of releaseMonthlyHigher

Outcome deliveryShare of the quarter’s committed product outcomes that shippedQuarterlyHigher

Customer conversationsDiscovery calls or interviews held with customersFortnightlyHigher

Time to decisionDays from a product question being raised to a recorded decisionMonthlyLower

Activation rateShare of new accounts that reach the first moment of valueMonthlyHigher

Project manager

Predictable delivery and no surprises for stakeholders.

KPIHow it is measuredReviewedBetter when

Milestones on scheduleShare of milestones delivered on the agreed dateMonthlyHigher

Budget varianceDifference between actual and planned spend, as a percentageMonthlyLower

Risks ownedShare of open risks with a named owner and a mitigationFortnightlyHigher

Status updates on timeStakeholder updates sent on the agreed dayFortnightlyHigher

Unplanned scopeScope changes accepted after the plan was agreedMonthlyLower

Designer

Quality and readiness of design work, judged by users and builders.

KPIHow it is measuredReviewedBetter when

Ready before buildShare of designs signed off before the sprint that builds them startsFortnightlyHigher

Task success rateShare of test participants who complete the key task unaidedMonthlyHigher

Usability sessionsSessions held with real usersMonthlyHigher

Design reworkIssues found in testing that trace back to an unclear designMonthlyLower

Sales representative

A healthy pipeline and deals that close.

KPIHow it is measuredReviewedBetter when

Pipeline createdValue of new qualified opportunities addedFortnightlyHigher

Win rateShare of closed opportunities that were wonMonthlyHigher

Next step recordedShare of open opportunities with a next action and a dateFortnightlyHigher

Sales cycleDays from first meeting to signed dealQuarterlyLower

Revenue against targetClosed revenue as a share of the period’s targetMonthlyHigher

Sales manager

A team that hits its number predictably, quarter after quarter.

KPIHow it is measuredReviewedBetter when

Team revenue against targetClosed revenue for the whole team as a share of the period’s targetMonthlyHigher

Forecast accuracyDifference between the revenue forecast at the start of the month and what closedMonthlyLower

Pipeline coverageQualified pipeline value divided by the remaining target for the quarterFortnightlyHigher

Reps at quotaShare of the team at or above their individual targetQuarterlyHigher

Ramp timeMonths until a new hire closes their first full month at targetQuarterlyLower

Account manager

Customers who stay, grow and would recommend you.

KPIHow it is measuredReviewedBetter when

Net revenue retentionRevenue from existing accounts this period, including upgrades and losses, against the same accounts a year agoQuarterlyHigher

Renewal rateShare of contracts due for renewal that renewedMonthlyHigher

Expansion revenueNew revenue from upgrades and add-ons in existing accountsMonthlyHigher

Account reviews heldShare of key accounts with a business review in the last quarterQuarterlyHigher

Accounts at riskAccounts flagged at risk without an agreed recovery planFortnightlyLower

Customer support

Fast, complete answers that customers are happy with.

KPIHow it is measuredReviewedBetter when

First response timeWorking hours until a customer gets a first replyFortnightlyLower

Resolution timeWorking hours from ticket opened to solvedFortnightlyLower

Customer satisfactionShare of rated tickets marked goodMonthlyHigher

Escalation rateShare of tickets passed to the second lineMonthlyLower

Help articles writtenNew or updated help articles that answer repeat questionsMonthlyHigher

Marketing

Demand that turns into qualified conversations.

KPIHow it is measuredReviewedBetter when

Qualified leadsLeads that meet the agreed qualification criteriaMonthlyHigher

Cost per qualified leadCampaign spend divided by qualified leadsMonthlyLower

Site conversion rateShare of website visitors who sign up or request a demoMonthlyHigher

Content on scheduleShare of planned content published on the planned dateFortnightlyHigher

Team lead

A team that keeps its promises and stays together.

KPIHow it is measuredReviewedBetter when

Reviews held on timeShare of one-on-ones held within the agreed cadenceMonthlyHigher

Team follow-throughShare of the team’s commitments delivered on timeFortnightlyHigher

Blockers clearedDays to remove a blocker raised in a reviewFortnightlyLower

RetentionShare of team members still on the team after 12 monthsQuarterlyHigher

No KPI in the library measures hours online, messages sent or lines of code. Tenellus measures outcomes, and always shows them next to written context from the review.