This document outlines a customer focused performance measurement program for employees. It includes sections on performance criteria, goal setting, employee responsibilities, collecting customer feedback, key performance indicators, performance assessment, ratings, and improvement plans. The overall aim is to align employee performance with customer satisfaction through goal setting, feedback collection, and structured reviews.

1. Customer Focused Performance Measurement
Your Company Name
1

2. Content
2
Project Background
Our Team
Performance Measurement Program
Core Performance Criteria
Types of Goals
Goals Setting Process
Employee Responsibility
Customer Feedback
Loyalty Program Performance Dashboard
Customer Satisfaction KPI’s
Performance Assessment
Performance Rating
Performance Improvement Plan
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3. Project Background
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Client Information
What’s your business? Who is your target audience?
Project Objective
Why you are stating this project & what would you like to achieve?
Project Details
Targets audience
› Your text here
› Your text here
› Your text here
Specific projects goals
› (Specific & measurable goal 1)
› (Specific & measurable goal 2)
› (Specific & measurable goal 3)
Current design problem
› Your text here
› Your text here
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Project timing
› Your text here
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Additional Information
Do you have existing brand guidelines?
› Your text here
› Your text here
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What’s tone/ feeling should we convey?
› Your text here
› Your text here
› Your text here
Any specific colours you like/ dislike?
› Your text here
› Your text here
› Your text here

4. Our Team
4
Default Name
Marketing Communication Mgr.
Name
Business Development Mgr.
Default Name
Marketing Communication Mgr.
Default Name
Marketing Communication Mgr.
Default Name
Responsibility 1
Default Name
Responsibility 2
Default Name
Employee
Default Name
Employee
Default Name
Marketing Director
Default Name
Employee
Default Name
Employee
Default Name
Employee
Default Name
Employee
Default Name
Employee
Default Name
Employee
Default Name
Employee
Default Name
Employee
Default Name
Employee
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5. Performance Measurement Program
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Supervisor Creates Plan
(Discuss Goal Plan For The Cycle )
Employee Acknowledges Plan
(Commit To/Affirm Plan)
Progress Notes
(Check-in Conversations. How Are
Things Going)
Self Evaluation
(Discussed In Review Meeting)
Supervisor Evaluation
(Discussed In Review Meeting)
Employee Acknowledges Evaluation
(Affirmation Of Feedback)

6. Core Performance Criteria
6
Priorities
Understands work responsibilities and related tasks N/A 1 2 3 4 5
How effective & efficient you are in resolving customer grievances
Rate yourself on the basis of your frequency of taking customer follow up
Resolves issues in a productive, safe and effective way
Is a responsible and acknowledges responsibility for own actions
Add text here
Add text here
1 = Excellent 2 = Good 3 = Satisfactory 4 = Poor 5 = Very Poor
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7. Types of Goals
7
Goal
(Objective)
Action
Steps
Responsible
Person
Measured
by
Due
Date
Increasing lifetime value of
customer
Add text here
John Smith
(Manager) Completion by due date 12/8/2020
Add text here Add text here Add text here Add text here Add text here
Add text here Add text here Add text here Add text here Add text here
Add text here Add text here Add text here Add text here Add text here
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8. Goals Setting Process
8
Specify tasks
& results
Add text here
Set targets or
standards
Add text here
Determine
the measures
Add text here
Outline time
frames
Add text here
Prioritize
goals
Add text here
Rate goal
performance
Add text here
Coordinate efforts for
goal achievement
Add text here
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9. Employee Responsibility
9
Responsibility Assignment Matrix
R – Responsible A – Accountable
John Emily Andy Katie Tom Becky
C – Consulted I - Informed
Task Name: R C C A I
Text Here R A C I I
Text Here A R C I C
Text Here C R I I
Text Here R A C I C
Text Here A R I
Text Here C C R A
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10. Customer Feedback
10
Excellent Good Fair Poor
Supervisor’s management &
assistance
Crew’s punctuality
How would you rate the quality of
our product
Staff’s professionalism & aptitude
Completion of job without
breakage/ damage
Neatness & clearance of debris
Was the job done accurately?
How will you rate our overall
quality of our packing & moving?
How would you like to recommend
us to others?
Customer Name: (Write customer Name Here)
Address: (Write Address Here)
Destination: (Write Here)
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11. Loyalty Program Performance Dashboard
11
10.2
55.352
0
20
40
60
Enrolled in Awards program
Avglifetimesales($)
Average Sale by loyalty member type
Active Contacts
No Yes
50
20
70
10
90
0
0
20
40
60
80
100
Avg (Last Sale) ($)
AwardLevel
Average Sale by Loyalty Segment
Active Contacts
Sapphire Non - Member Gold Emerald Diamand Blank
30
80
60
40
0
20
40
60
80
100
Channel
Sales(TotalAverage)
Sales by Channel
Award Related Order
Catalog Price of sale Web Phone
90
60
40
20
0
20
40
60
80
100
Customer
Sales(Amount)($)
Average Award Customer
Active Award Transactions
Peter smith Carlo wison Melody/ Atim Blank
90
20 20
0
20
40
60
80
100
Order item Promotion
South(Extendedtexthere)
All order by Promotion
All order products
Blank Summe What
10
30
50
70
90
0
20
40
60
80
100
Max (Lifetime sales) ($)
FullName
Sales by Channel
Award Related Order
Thomas axen (sample) Carlo wilson
Eva corets (sample) Yuorne mckay (sample)
Melody Alim
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

12. Customer Satisfaction KPI’s
12
2019
2020
0 8.0
Overall Satisfaction
With Service
7.5
0 8.0
Satisfaction with
value for Money
6.5
0 8.0
Overall satisfaction
with Relationship
7.0
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

13. Performance Assessment
13
Prof
Development
Prof
Growth
Action
Plan
Logistics Timeline
Discuss any required
training, coursework,
workshops, etc.
List employee
enrichment as a result
of achieving set goals
Detail the steps
required to achieve the
desired goal
List all budget,
equipment, & staffing
requirements
Provide predicted start
date & projected date
of completion
Middle Range/ Crucial
0 - 3 Months
Middle Range/ Significant
3 - 6 Months
Long Range/ Useful
6 - 12 Months
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14. Performance Rating
14
Poor Fair Satisfactory Good Excellent
Job knowledge
Understand duties, responsibilities and has the level of proficiency required to accomplish the work
Comments
Word Quality
Accuracy, thoroughness, dependability of results
Comments
Attendance
Reports to work as scheduled, follow established procedures of break and notify supervisor in advance of
schedule change
Comments
Initiative
Ability to be self-directed, efficient, creative, and resourceful. Assumes extra work on initiative and adapts
quickly new responsibilities
Comments
Work attitude & cooperation
Extent to which employee demonstrates a positive attitude, and promotes cooperation which supervisors
and others
Comments
Dependability
Employee can be counted on to carry out instructions and fulfil job responsibilities efficiently
Comments
Overall Rating
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15. Performance Improvement Plan
15
Goals & Objectives during this
evaluation period
› (Goals & objective)
› (Goals & objective)
› (Goals & objective)
› (Goals & objective)
Achievements, Accomplishments, &
Responsibilities (completed by employee)
› (Achievements, accomplishments, & responsibilities )
› (Achievements, accomplishments, & responsibilities )
› (Achievements, accomplishments, & responsibilities )
Evaluation
(completed by supervisor)
› (Your text Here)
› (Your text Here)
› (Your text Here)
Strengths & Areas for
Development
› (Your text Here)
› (Your text Here)
› (Your text Here)
Suggested Career Progression Plan
› (Your text Here)
› (Your text Here)
› (Your text Here)
Goals & Objective for Text
Evaluation Period
› (Your text Here)
› (Your text Here)
› (Your text Here)
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16. Customer Focused Performance Measurement Icons Slide
16

17. 17
Coffee Break
It’s time for a coffee break, let’s
have a cup of coffee.
10:00 to 10:15

18. 18
Charts And Graphs

19. 19
0 20 40 60 80 100
Jun
May
Apr
Mar
Feb
Jan
Financial Year 2020
SalesinPercentage(%)
Bar Graph
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Product01
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Product02
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

20. Clustered Column
20
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
0%
10%
20%
30%
40%
50%
60%
Jan Feb Mar Apr May Jun
SalesinPercentage(%)
Financial Year 2020
• Product 1
0%
10%
20%
30%
40%
50%
60%
Jan Feb Mar Apr May Jun
SalesinPercentage(%)
Financial Year 2020
• Product 2

21. 21
Additional Slides

22. About Us
22
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Target Audiences
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Values Client
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Preferred by Many

23. Our Team
23
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24. Comparison
24
70% 60%
Male
2020
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Female
2020
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Population Comparison

25. 30 60 90 Days
25
30 DAYS
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60 DAYS
90 DAYS
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26. Puzzle
26
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Text Here
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Text Here
01
02

27. Venn
27
Goal
Idea Researh
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28. Post It Notes
28
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29. Idea Generation
29
Idea
01
Text Here
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02
Text Here
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03
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30. SWOT
30
OpportunitiesThreats
WeaknessesStrengths
S W
OT
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31. Target
31
Text Here
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32. 32
Thank You
Address
# street number, city, state
Contact Number
0123456789
Email Address
emailaddress123@gmail.com