Tochka bank canceled its KPIs. As a result, revenue per customer increased by 30%, call centers started to solve most issues in single calls, and the number of new customers increased. Cost efficiency also increased due to elimination of inappropriate operations aimed at implementing KPIs. The main performance indicator is now the Net Promoter Score (NPS). NPS is a satisfaction indicator that shows the readiness of customers to actively recommend the bank’s services.
Boris Dyakonov says: “Control is not just a question of installing something for someone; we should identify the cause-effect relationships as close as possible to the root, and then learn how to influence these relationships. KPIs are useful only when they give an understanding of the impact on processes and reflect the actual opinions of customers, rather than the expectations of managers. There generally aren’t that many of them.”