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|
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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Retail on-shelf/in-stock availability rate
This measure calculates the on-shelf availability/in-stock rate for products available for sale to the shopper. Product availability is defined as a product for sale to a…
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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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Facilities/overhead cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost for facilities/overhead including the facilities that support data centers as a percentage of the total IT cost. Total IT Cost or Budget …
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Average cost per sales order for orders received through traditional channels
This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…
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Call agent occupancy rate
This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…
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Call agent utilization rate
This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…
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Average seat utilization
This measure calculates the average percentage of seats utilized during operating hours at a contact center, where customer and other inbound contacts related to inquiries,…
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Call agent availability rate
This measure calculates the availability of agents. Availability measures how much agent time is spent simply waiting for contacts. Compute as the total time spent waiting…
