Key performance indicators (KPIs) are specific metrics used to evaluate the progress and success of achieving desired outcomes. KPIs are established during goal-setting and serve as quantifiable measures that indicate whether the desired outcomes are being met. They provide a clear and objective way to assess the success and effectiveness of actions taken to achieve customer goals.
Since its a Customer Outcome - it is Benchmarks. Benchmarks is comparing outcomes with similar entities in the market.
KPI's are used to measure business outcomes set with in the company.
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