4(B)

Question 1

Key performance indicators (KPIs)

Answer 1

Key performance indicators (KPIs) are criteria that measure a business’s efficiency and effectiveness in achieving its different objectives.

Question 2

Percentage of market share

Answer 2

Percentage of market share measures the proportion of a business’s total sales, compared to the total sales in the industry, expressed as a percentage figure.

Question 3

Net profit figures

Answer 3

Net profit figures are calculated by subtracting total expenses incurred from total business revenue earned, over a specific period of time.

Question 4

Rate of productivity growth

Answer 4

Rate of productivity growth is the change in the total output produced from a given level of inputs over time, expressed as a percentage figure.

Question 5

Number of sales

Answer 5

Number of sales is the total quantity of goods and services sold by a business over a specific period of time.

Question 6

Number of customer complaints

Answer 6

Number of customer complaints is the number of customers who notified the business of their dissatisfaction over a specific period of time.

Question 7

List KPIS (1)

Answer 7

• percentage of marketshare
• Net profit figures
• Rate of productivity growth
• Number of sales
• Number of customer complaints