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 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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Measure Spotlights|
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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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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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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First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…
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Percentage of order inquiry contacts received through new (such as digital/electric) channels
This measure calculates the percentage of order inquiry contacts received through new (e.g., digital/electric) channels. It is part of a set of Process Efficiency measures…
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Percentage of sales orders requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…
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Average time in weeks to develop and launch a new marketing campaign (from ideation to the delivery of an offer/message to a customer/prospect)
This is the average time in weeks that it takes a business entity to develop and launch a new marketing campaign, from developing the idea through preparing and delivering…
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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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Percentage of sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)
This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…
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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…
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Percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - other media (e.g., billboards)
This measure calculates the percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - other media (e.g., billboards). It is…