Customer perspective objectives and measures

Customer Perspective Objectives and Measures

Customer Objectives	Performance  Metric
Market share Customer retention Customer satisfaction Customer profitability Product/Service Attributes Customer relationship Image and reputation	Percent of target market/available funding Repeat ticket sales, subscription and grant renewals Customer satisfaction surveys, focus groups, # of one time ticket buyers Revenue/customer Net margin/customer Customer satisfaction surveys, focus groups, # of one time ticket buyers Donations per customer, Volunteer hours Market place survey