Economics · Balanced Scorecard Performance Measurement
Which of the following is the best example of a non-financial Key Performance Indicator (KPI) that functions specifically as a leading indicator for the Customer perspective of a Balanced Scorecard?
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1Overall Return on Capital Employed (ROCE) recorded at the close of the financial year.
- 2Percentage of logged customer queries successfully resolved within a 24-hour window.
- 3Average employee training and upskilling hours per calendar month.✓
- 4Total sales revenue growth percentage over the preceding three quarters.
Correct answer
Average employee training and upskilling hours per calendar month.
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