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The KPI Institute Certified KPI Professional Sample Questions:

1. Which tolerance intervals would you propose for "Employee satisfaction (%)"?

A) Red: > 80%, Yellow: 80-90%, Green: > 90%
B) Red: < 65%, Yellow: 65-75%, Green: > 75%
C) Red: 40%, Yellow: 40-80%, Green: 80%
D) Red: < 10%, Yellow: 10-20%, Green: > 30%

2. Which KPI should be used to balance "Innovation ideas expressed by staff (#)"?

A) Innovation ideas per staff member (#)
B) Innovation ideas expressed by customers (#)
C) Innovation ideas implemented (%)
D) Implement 2 new innovation ideas by the end of the quarter

3. Which of the following statements is a leading KPI for "Customer satisfaction (%)"?

A) None of the answers
B) Orders processed per hour (#)
C) Profitable customers (%)
D) Retained earnings ($)

4. Which of the statements below is correct?

A) Performance measurement should be done by specialized staff in this area
B) Performance measurement is a subset of performance management
C) Performance management can be done well in isolation of performance measurement
D) Performance management is another term for performance measurement (the terms are synonyms)

5. Which of the following are effectiveness KPIs?

A) Time to process request per agent (# / time)
B) Employee engagement index (# / %)
C) All the answers
D) Transportation capacity utilization (%)

Solutions: