The Sales and Customer Service KPI Dictionary

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The Sales and Customer Service KPI Dictionary

By assembling the first comprehensive dictionary of Key Performance Indicators (KPIs) for Sales and Customer Service, The KPI Institute provides professionals a useful resource for novices and experts alike.

It can be used in the early stages of implementing a performance management framework, in the process of selecting and documenting KPIs, but also to improve an existing performance measurement system.

Structure of The Sales and Customer Service KPI Dictionary

The work enlists the names and arithmetic rules for more than 220 KPIs, being a useful tool in the process of understanding, selecting and working with KPIs.

 The KPI taxonomy presented in the dictionary covers all major components of the Sales and Customer Service departments.


  • Respond to fluctuating customer needs and concerns
  • Remain competitive by improving key processes
  • Monitor customer service efforts in relation to long term goals
  • Orient KPIs towards main profitability drivers

This dictionary provides valuable information on over 220 KPIs not only by defining them, but also by presenting the calculation formula for each and every one of them. It is an innovative tool, essential for assessing and optimizing your performance in the 2 main functions:

Sales and Customer Service.

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"I have referred to a report from for one of my assignments earlier and have found it very helpful."

Birju Sheth, India

"The materials are designed in a simple yet rich way."

Senior Performance Specialist, National Water Company, Saudi Arabia

"Great value taken from the content that could be easily applied to our organisation."

Head of Human Resources Business solutions, Qatar Petroleum, Qatar

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