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The KPI Institute Certified KPI Professional Sample Questions:

1. Which of the following statements is a leading KPI for "Customer satisfaction (%)"?

A) None of the answers
B) Profitable customers (%)
C) Orders processed per hour (#)
D) Retained earnings ($)

2. Which is the calculation formula for "On-time arrivals (%)"?

A) (A / B) * 100, where A = # On-time arrivals and B = # Arrivals
B) (A1 + A2 + ... + An) / n, where A = trip completion time (days) and n = # Trips completed
C) [(B # A) / B] * 100, where A = # On-time arrivals and B = # Arrivals
D) None of the answers

3. For "Budget variance (%)", the trend is good when:

A) Increasing
B) Decreasing
C) This is not a KPI
D) Within range

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

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

5. Which of the following phrases can convert into a KPI the statement: "Customers evaluated the service quality as being high"?

A) Achieve high service quality
B) Service quality rating
C) Service quality project
D) Quality services

Solutions: