Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Measure Spotlights|
Average time in minutes a user spends on the retail website
This measure calculates average time in minutes a user spends on the retail website. This Cycle Time measure is intended to help companies analyze this duration related to…
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Measure Spotlights|
Retail website bounce rate
This measure calculates average percentage of visitors to the business entity website who navigate away from the site after viewing only one page. This Process Efficiency…
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Retail shopping cart abandonment rate
This measure calculates shopping cart abandonment for the business entity website. Shopping cart abandonment rate is calculated as follows: 100% - [Completed transactions as…
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Click through rate for the retail website
This measure calculates the percentage of online users who click a specific link after viewing it on the website. It is calculated as the total number of clicks of a specific…
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Annual percentage change in number of retail customer complaints
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
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Markdowns as a percentage of retail sales
This measure calculates markdowns as a percentage of retail sales. Markdown is the difference between the original retail price and the actual selling price. This…
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Customer sales promotions as a percentage of sales revenue
This measure calculates average spend on customer sales promotions as percentage of retail sales. This Supplemental Information measure is intended to help companies evaluate…
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Return on investment for retail marketing/sales campaigns
This measure calculates return on investment for retail marketing/sales campaigns. This Process Efficiency measure is intended to help companies minimize waste and refine…
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Market share
This measure calculates the percentage of total value (not volume) sold in the product/service categories being benchmarked. It is computed by dividing annual sales revenue…
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Number of business entity employees per FTE in learning administration
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee in learning administration, which handles scheduling courses,…
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Percentage of customers who would recommend product/service to family/friends
This measure calculates the percentage of customers who say they would recommend a product or service to family and friends. It is part of a set of Process Efficiency…
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Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
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Number of FTEs that perform learning administration activities per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that schedule courses, coordinate course attendance, print and/or…
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Percentage of training programs developed internally
This measure calculates the percentage of training programs developed internally. As part of a set of Supplemental Information measures, it helps companies evaluate…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - television/radio media
This measure calculates the percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - television/radio media. It is part of a…