Balanced Scorecard KPI Examples: A Complete List for your KPI Scorecard

By Ted Skinner

Balanced Scorecard KPI Examples: A Complete List for your KPI Scorecard

As the middle market strategy execution experts, we get asked a lot of questions about KPI scorecards  179 KPI Examples for Any Industryfor firms to manage the metrics that matter. In fact, we get hundreds of thousands of yearly views on our KPI blog posts alone! Our comprehensive KPI Guide is one of the most valuable free resources that we offer to the middle market community free of charge to help with your performance management.  It helps middle market companies determine the right set of KPIs for their balanced scorecard KPI dashboard (BSC) to monitor their performance.  If you are a CEO, or executive, you might also want to check our blog of CEO KPIs that should be prioritized by management.  Creating a KPI Scorecard is part of long term success and an important part of any managing strategy to drive organizational performance.

As you’ll see below, we have a wide variety of KPI examples across multiple industries that will help you explore some of the more common KPIs that middle market CEOs and their executive teams use to manage their business dashboard. You’ll want to make sure that you provide a good mix of leading indicators (how to create a leading indicator KPI), which hint at future performance and result indicators, which report results already achieved. As they say, what gets measured gets managed so make sure that you choose your KPI examples wisely and build an accountable team to exceed your annual targets.  The key metrics, time frame on your KPI report will help you achieve your goals with greater speed through focus and clarity with improved organizational alignment.

The balanced scorecard was created in 1992 by Kaplan and Norton to ensure that all the different attributes of a company's success were accurately measured with key performance indicators to achieve your strategic objectives.  We often use this as a lens when looking through company KPI dashboards as we most often find that they are dominated by financial metrics and aren't that balanced at all.  A complete KPI scorecard should have performance measurements that include not only financial targets, but also customers and stakeholders, internal processes and employee learning and growth to develop a comprehensive dashboard to drive business objectives and goals.

As the balanced scorecard institute defines the Balanced Scorecard KPI categories for your metrics:

  • Financial: often renamed Stewardship or other more appropriate name in the public sector, this perspective views organizational financial performance and the use of financial resources
  • Customer/Stakeholder: this perspective views organizational performance from the point of view the customer or other key stakeholders that the organization is designed to serve
  • Internal Process: views organizational performance through the lenses of the quality and efficiency related to our product or services or other key business processes
  • Organizational Capacity (originally called Learning and Growth): views organizational performance through the lenses of human capital, infrastructure, technology, culture and other capacities that are key to breakthrough performance

KPI Scorecard

Use these balanced scorecard KPI templates to get your KPI scorecard started. Each of these KPIs measures the performance of a key part of your business to help ensure that you meet the business objectives of the team. Keep in mind that the list is just a starting point; you’ll really need to work with your team to find the ones most valuable for your department to create a balanced scorecard execution rhythm to measure your progress on your company's strategic initiatives for growth.  Our extensive list of BSC KPI examples is listed below and available for download and include customer KPIs and scorecard measures for any industry and should be part of any strategy map.   If you use objectives and key results, OKRs vs KPIs is explained in this related blog post that will help you mold these into the best metrics to help you achieve your strategic objectives through performance management.

Download Our Comprehensive List of KPI Examples

financial kpi examples

Financial Balanced Scorecard KPI Scorecard Examples (Stewardship)

  • Net profit
  • Gross profit
  • Gross margin
  • Net margin
  • Profit margin
  • EBIDTA
  • Quick Ratio
  • Revenue per employee (FTE)
  • Payroll headcount
  • Revenue per customer
  • Revenue growth
  • Debt to equity ratio
  • Team effectiveness
  • MRR monthly recurring revenue
  • ARR annual recurring revenue
  • Cash conversion cycle
  • Product revenue
  • Service revenue
  • Number of days outstanding
  • Cash on hand
  • ROE return on equity
  • Current ratio
  • Cash Flow

sales kpi examples key performance indicators

Financial KPI Scorecard Examples (Sales)

  • Deals closed
  • Contacts made from networking
  • Number of calls made
  • Trade shows attended
  • Number of social media posts
  • Number of blogs written
  • Prospects identified
  • Sales qualified leads (SQLs)
  • Sales accepted leads (SALs)
  • Total outbound attempts
  • Outgoing Calls
  • Emails
  • Conversations
  • Pain identified
  • Number of first appointments set
  • Number of second appointments set
  • Face to Face Meetings
  • Proposals presented
  • Proposals pending
  • Closed - lost
  • Closed – won
  • Win rate
  • Networking events attended
  • Speaking events attended
  • Speaking events performed
  • White papers published
  • RFPs (request for proposals) received

manufacturing and operating industry kpis examples

Internal Process Balanced Scorecard KPI Examples

  • Capacity utilization
  • On standard operating efficiency
  • Overall operating efficiency
  • Overall equipment effectiveness
  • Machine downtime
  • Scheduled downtime
  • Unscheduled downtime
  • Machine set-up time
  • Inventory turns
  • Inventory accuracy
  • First pass yield
  • Failed audits
  • Customer returns
  • Revenue per employee
  • Profit per employee
  • Number of parts produced
  • Overall equipment effectiveness
  • Reject ratio
  • Operating rates
  • New product SKU sales
  • Quality
  • Production/output
  • Labor cost
  • Delivery performance
  • Total cost
  • Material cost
  • Safety
  • Reject/scrap
  • Equipment utilization
  • Total cycle time
  • Overtime
  • Backlog
  • Open orders
  • On-time delivery
  • Maintain inventory level
  • Safety recordables (near-misses)
  • Stock-outs
  • Daily sales
  • Weekly sales
  • Monthly sales
  • Quarterly sales
  • Year to date Sales
  • Sales vs. budget
  • New revenue from existing customers
  • Revenue from new customers
  • Training hours
  • Internal quality
  • DPPM (defective parts per million)
  • Number of customer issues
  • Labor utilization
  • Operating margins
  • Training hours
  • Customer lifetime value
  • Processes and procedures developed
  • Quarterly rocks completed
  • Defined objectives and measures aligned to your strategic goals
  • Week in Sync (WIS) Notes from team meetings week to week - is stuff getting done?
  • Number of action list items completed on-time
  • Number of action list items overdue

Download our Free KPI Guide to Stay Focused, Aligned and AccountableOrganizational Capacity KPI Scorecard Examples

  • Voluntary attrition
  • Involuntary turnover
  • Number of key hires
  • Keep smart (learning)
  • Gallup employee engagement survey
  • Employee NPS (net promoter score)
  • Percentage of “A Players”
  • Percentage of “A Managers"
  • Number of new hire failures in 90 days
  • Number of starts per week
  • “Fill percentage” of open jobs
  • Percentage of redeployment
  • Weekly job orders
  • Spread or gross margin
  • Applicants to hire ratio
  • Employee retention or turnover rate
  • Billable hours
  • Number of timesheets submitted on time
  • Accounts past 60 days receivable
  • Submissions per hire
  • Temps to full-time hire
  • Continuing education and training
  • Number of quality meetings per week (sales leading indicator)
  • Glassdoor recommendations
  • Glassdoor ratings
  • Positive social media posts
  • Fill rate
  • Interview to hire rate
  • New hires vs. replacement hires
  • Number of billable hours closed/won
  • Number of billable hours delivered
  • Days to fill
  • Revenue
  • Client Substitutions
  • Hiring manager satisfaction rates
  • Job performance (sales quotas, customer satisfaction ratings, etc.)
  • Strategic planning rhythm to make adjustments

customer service KPI examples

Internal Customer Balanced Scorecard KPI Examples

  • Meeting SLAs (service level agreements)
  • Customer satisfaction
  • Number of client issues resolved
  • Call pickup time
  • Abandon rate
  • Order accuracy
  • Rework
  • Average time to resolution
  • Average reply time
  • Number of support tickets
  • First contact resolution rate
  • NPS (Net Promoter Score)
  • Top agents
  • Number of bugs reported
  • Customer retention rate
  • Support costs as a percentage of revenue
  • Customer service satisfaction rate

digital marketing KPI examples

Financial Leading Indicator KPI Examples

  • Clickthrough rate
  • Conversion rate
  • Bounce rate
  • Email sharing
  • Forwarding rate
  • Number of email clicks
  • Number of likes
  • Number of shares
  • Number of comments
  • Number of new visitors
  • Number of return visitors
  • Number of downloads
  • Number of organic search visitors
  • Cost per click
  • Average SERP (search engine results pages) ranking
  • Number of keywords in SERP top 10
  • Number of keywords in SERP top 3
  • Percentage of traffic growth over 90 days
  • Number of new blog posts
  • Number of blog post visits
  • Number of impressions
  • Customer acquisition

These KPI examples should be enough to get you started on creating your own KPI dashboard to drive your desired business results and performance management. The real secret to creating your KPIs is to pick metrics that are actionable. If you see the number is off there are concrete steps and actions that your team can take to get them back on track. If you are measuring things that you can’t influence, such as the weather, they can’t drive your team to perform the right actions to execute your quarterly plan and hit the goals and objectives set up in your annual planning meeting that aligns to your overall strategy.

Whenever you set up a new business process or update an existing process, make sure that you track the KPIs to achieve your business goals and objectives. This way you can continually make adjustments at each team meeting to make sure that your processes are driving the key financial metrics that run your business and exceed your strategic objectives.  Why are KPIs important? 

Make sure that you include both KPI types (leading KPIs and results KPIs) when creating your dashboard. Check out Rhythm Systems’ KPI Resource Center for all you need to know about Key Performance Indicators (KPIs) and how to use them in your organization for real time feedback on your business.  See how Rhythm Systems software can help you execute your balanced scorecard KPI strategy and all of your strategic initiatives.  You can download the full list of KPI examples for any industry by clicking the link.  

Need help getting your team aligned to achieve your growth goals? Rhythm systems software was ranked the #1 easiest software to use, highest ROI, fastest implementation, and highest adoption rate on G2.

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Looking for some additional Key Performance Indicator Examples to help get you started? 

4 Steps to Create a Leading Indicator KPI

21 Production KPI Examples to Improve Manufacturing Performance

27 KPI Examples for the Staffing Industry

How top CEOs Close the Strategy Execution Gap

5 Simple Steps to Create Useful KPIs (Video)

10 Best Employee KPI Examples

5 Tips to create, evaluate and use Key Performance Indicators (KPIs) to drive results in your business

33 KPI Examples to Measure Productivity & Prevent Organizational Drag

Employee KPI Examples: How to Measure What (or Who) You Want to Move (Video)

KPI Examples for Successful Sales Teams

Ultimate Guide for KPI Evaluation

Marketing KPI Examples

Photo Credit: iStock by Getty Images 

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