AnyCo Scorecard
Eastern US Region
As of: 07/31/1996
Customer Satisfaction | |||||||
01. | Customer Satisfaction Index (CSI) | 73% | satisfied | ||||
02. | Problem Calls per Terminal | 107% | |||||
03. | Queries solved on First Call | 39% | |||||
04. | Mean Time to Restore | 5.6 | hours | ||||
05. | Installation Satisfaction Index (ISI) | 57% | satisfied | ||||
06. | Avoidable Cancellations ($000) | $6 |
Employee Satisfaction/ Effectiveness | |||||||
07. | Employee Satisfaction Index (ESI) | 83% | satisfied | ||||
08. | Staff Retained ( >2 years) | 82% | |||||
09. | Staff Turnover | 4% |
Operating Efficiency | |||||||
10. | Cash Collection (DSO'S) | 34 | days | ||||
11. | Cost per Terminal ($000) | $6.7 |
Profitability/Growth | |||||||
12. | Revenue From New Products | 9% | | ||||
13. | Profit Margin | 28% | |||||
14. | Overall Market Share | 62% | |||||
15. | Revenue Per Employee ($000) | $15 | |||||
16. | Cost Per Employee ($000) | $11 | |||||
17. | Contribution Per Employee ($000) | $4.3 |