Employee Performance Metrics to Track
Employees are the company's most valuable asset. Their performance can make or break a business. It is almost impossible to sustain a business in a competitive environment without a strong team. That's why a company has to pay attention to its employees and performance.
Employee performance appraisal is a critical factor for business success. Employee performance appraisal helps managers identify problems and improve the performance of their team members. In this process, managers assess the performance of employees and provide feedback to help employees improve their productivity.
If you are a business owner or a manager in a company, you surely want to evaluate your employees' performance. There are several ways to do it. However, they don't all work equally well. The most efficient way to track employee performance is by using performance metrics. In this blog post, I'll share some employee performance metrics that you can use for tracking employee performance. Let's kick off the discussion.
What are Employee Performance Metrics?
Employee performance metrics are numerical values or data to measure employee performance. Employee performance metrics are an important measure of the success of a company. They help track how well the employees are doing, what areas they need to work on, and if they are meeting expectations. Tracking performance metrics enables companies to determine their areas of improvement.
Types of Employee Performance Metrics
Employee performance metrics can be categorized into the following four basic types:
- Work quality metrics
- Work quantity metrics
- Work efficiency metrics
- Organizational performance metrics
Work Quality Metrics
They measure how well an employee performs a task. It defines whether the employee has properly completed the assigned task or not. It measures how well an employee understands their duties and execute them accordingly. It includes the following metrics:
Subjective Performance Appraisal
Subjective performance appraisal is one of the most common key performance indicators managers use for employee performance appraisal. It includes the opinion of a manager or supervisor about their employees. It allows managers to provide feedback on employee performance and rate their employees. They can also give written comments about the employee's performance.
The criteria to assess employees vary from company to company. Subjective performance appraisal helps managers focus more on employees' attitudes and behavior than their numerical performance.
Most companies use 360-degree feedback for employee performance evaluation. Using this approach, managers ask their team members, peers, and the company's top management to provide feedback about an employee's personality and work quality. It is another simple way to assess employees' work quality.
The best thing about 360-degree feedback is that it allows managers to compare employee performance across the team. It helps managers identify common areas of improvement for their entire team. So, employees can learn how to work more effectively with their peers.
Product Defect Rate
The number of product defects reflects every team member's work quality produced. It is used in software development, engineering, and manufacturing. Poor quality products can damage a company's reputation and revenues. So, managers need to keep track of product defects for employee performance appraisal.
The best thing about this metric is that it allows managers to compare employees' product quality with each other. It helps managers identify the best performer in the team. It allows managers to assess the number of defecated products produced per employee or team.
This metric is similar to the product defect rate. However, the difference is that it reflects employees' inadvertent errors rather than product defects. It is mostly employed in the information technology industry. It is an important performance metric for programmers and software developers.
It provides managers valuable insight to assess employees' efforts to avoid mistakes. It helps managers identify the errors made by employees when entering data into the system. The higher the error rate, the more employees need to improve their work quality and avoid mistakes.
This metric helps managers track whether data entered by workers is accurate or not. The number of errors made by employees is also an important measure of their work quality. This metric allows managers to check the effectiveness of a team by comparing the performance of all team members.
The vitality curve helps managers identify the strongest and weakest performers in a team. It offers a way to decide which tasks need to be assigned to each employee. A competent employee can handle a challenging task, while an average or weak performer can only work on simple tasks.
The vitality curve enables managers to focus more on revamping poor performers by training them or giving them challenging tasks. It helps struggling employees learn how to work effectively and improve their performance. Managers can replace the poor performers by hiring skilled employees.
Net Promoter Score
Net promoter score (NPS) is another key performance metric companies use. It indicates the likelihood of customers recommending a product or service to others. It is frequently used as an indicator of employees' performance appraisal.
It helps managers check whether their employees are promoting their products and services to others or not. It is an essential indicator of employees' ability to highlight the benefits of a product or service. The metric also indicates whether employees understand customer inquiries and expectations before delivering their products and services.
It helps measure the performance of employees who work in the customer service and support section. They need to talk with customers and address their concerns quickly and efficiently. NPS also helps managers check whether an employee's customer-facing skills are effective or not.
Work Quantity Metrics
Quantitative metrics are more accurate than qualitative metrics, as employees cannot manipulate them. They are key performance metrics to evaluate employee productivity. The quantity of work produced by employees is helpful for managers. They help managers assess the amount of work produced by employees. Various industries use different work quantity metrics for employee performance appraisal. So, let's take a look at some helpful work quantity metrics.
Number of Sales
It allows managers to assess sales revenue generated by employees. They need to track whether the employee has achieved or missed their monthly, quarterly, or yearly sales target set by the company. This metric allows managers to compare sales figures produced by all team members. They can provide the number of sales or clients handled by each worker. The higher the number, the better is an employee's work performance.
It is a useful performance metric for evaluating sales. It is also employed where managers assess the number of clients or customers serviced by employees. It helps managers identify whether their customer service team is doing an excellent job in retaining clients and generating more business or not. However, it is not applicable to all types of sales processes. For example, engineering or software development industries are more focused on the quality of work than quantity.
Unit Production Rate
It is a useful performance metric for the manufacturing and packaging industry. It helps managers evaluate the performance of employees by looking at their production capacity. Managers can analyze how fast employees work and identify those not producing enough products.
It is one of the most crucial productivity metrics and is often used in the data entry industry. Here, employees need to perform several tasks daily. For example, a data entry operator needs to enter a specific number of leads or contacts into the CRM system in a day. The higher the number of leads, the better is an employee's work performance.
First Call Resolution, Time Handling, Contact Quality
These matrics are employed to track employee performance by companies that provide customer services. They enable managers to analyze how well a customer service team's ability to meet customers' needs. They help managers identify whether their employees are doing an excellent job in resolving customer queries or not. Managers can track the service team members offer to customers via these metrics.
The first call resolution metric helps managers understand how employees resolve customer queries. Managers can see how many calls are resolved by employees.
Time handling metric is used to understand the time taken by employees to resolve customer queries. The number of complaints handled by employees in a day is an essential metric for managers.
Contact quality is another useful performance metric used to analyze customer satisfaction. The number of customer complaints is necessary for managers as they can see if customers are happy with the services provided by each team member.
Work efficiency metrics
Working efficiency is necessary to measure employee effectiveness to accomplish a task. Managers should look at employee strengths and their working styles for all staff performance evaluations. They should identify employees who are highly efficient in their jobs.
It highlights whether employees meet deadlines or not. It helps managers measure the balance between employees' productivity and quality of work. Managers give performance ratings depending upon employee efficiency to perform their tasks.
Employees that complete a task within a specific time and deliver good quality results are highly efficient in their jobs. However, managers need to monitor their efficiency and productivity closely. This metric helps managers identify employees who are not offering quality work in a specific duration. It also helps determine employees who provide less work in the given period.
Organizational Performance Metrics
Analyzing the performance of an organization plays a vital role in analyzing a company's performance. These metrics help managers assess the performance of an organization. It enables the organizations to determine their competitiveness by comparing their results with direct competitors. It is a helpful tool to figure out the future growth of an organization.
Managers review and analyze all types of data related to organizational activities to identify areas of improvement for business growth. Organizational performance can be measured by considering the following matrices:
Revenue Generated Per Employee
Revenue generation is the core purpose of any organization. High revenue generation is an important performance metric for organizations. It helps managers understand the productivity and efficiency of employees in generating higher revenue. It helps managers determine the revenue generated by employees in a specific period.
A high revenue generation score represents a good performance. The higher the number of revenue generated per employee, the higher the organization's growth rate will be. If the revenue generation rate of a company is low, it indicates lower organizational performance. In such a situation, managers should carefully examine all related factors to achieve the desired performance goals.
Profit Per FTE
It is much similar to revenue generated per employee. However, it deals with total profit instead of revenue. It measures the total profit earned by an organization divided by employees' full-time equivalent (FTE).
The profit per employee metric helps managers understand the total amount paid as salary and benefits for each full-time equivalent. It also helps them understand the total productivity of an organization.
Absenteeism is a critical performance metric that managers use to analyze the unplanned absence of employees from work. Employees who are frequently absent from work cannot perform their duties in an organization and affect its business adversely.
The absenteeism rate can be calculated for individual employees and an entire team. A high absenteeism rate is a key performance indicator for organizations as it adversely affects the company's growth. Managers should closely monitor employee attendance to understand the reasons behind absenteeism patterns. For the growth of an organization, managers need to focus on this performance metric.
Overtime per Employee
Overtime Work is equal to the hours of overtime working per week. It is calculated by dividing the overtime duration by the FTE (Full Time Equivalent). This metric helps managers analyze the number of hours an employee works over the regular work schedule. It also helps managers understand the total number of hours that employees work up every week.
If the overtime per employee rate is high, it can cause several problems. It affects employees' morale in an organization and leads to increased absenteeism levels. It also causes frustration among employees and reduces their working efficiency. It is a helpful indicator for managers to understand the prevailing working conditions in an organization and take the necessary steps to improve them. Managers need to monitor this metric regularly to get accurate results closely.
Human Capital ROI
Training programs have a significant contribution to employees' professional and personal growth. They help develop a skilled and efficient workforce in an organization. Relevant training programs also motivate employees and assist in building productive teams. Human Capital ROI metric measures the skill levels of employees and determines their contribution to business growth based on return on investment (ROI).
Human capital is considered a valuable resource of an organization and plays a vital role in its growth. It is an important performance metric that managers use to determine the net gain or loss of an organization. This metric indicates the total value provided to an organization by its employees.
It is a key performance indicator that can help managers figure out how much money their company has spent on training employees and how much they are getting back. This performance indicator is useful for managers as it helps them determine the effectiveness of training programs provided by companies to boost employee performance.
It helps organizations determine whether their investments in human capital development are going towards achieving business goals or not. Managers should consider this metric for determining the success of business strategies.
Josh Fechter is the founder of HR.University. He’s a certified HR professional and has managed global teams across 5 different continents including their benefits and payroll. You can connect with him on LinkedIn here.