AnyCo Scorecard
Western US Region
As of: 08/31/1996
 | Customer Satisfaction | | | | | | |
| | | |||||
| 01. | Customer Satisfaction Index (CSI) | 75% | satisfied | |  | |
| 02. | Problem Calls per Terminal | 33% | | |  | |
| 03. | Queries solved on First Call | 55% | | | | |
| 04. | Mean Time to Restore | 11.5 | hours | | | |
| 05. | Installation Satisfaction Index (ISI) | 60% | satisfied | | | |
| 06. | Avoidable Cancellations ($000) | $19 | | | | |
| Employee Satisfaction/ Effectiveness | | | | | | |
| | | |||||
| 07. | Employee Satisfaction Index (ESI) | 0% | satisfied | | | |
| 08. | Staff Retained ( >2 years) | 45% | | | | |
| 09. | Staff Turnover | 4% | | | | |
| Operating Efficiency | | | | | | |
| | | |||||
| 10. | Cash Collection (DSO'S) | 108 | days | | | |
| 11. | Cost per Terminal ($000) | $1.0 | | |
| Profitability/Growth | | | | | | |
| | | |||||
| 12. | Revenue From New Products | 9% | | | | |
| 13. | Profit Margin | 26% | | | | |
| 14. | Overall Market Share | 59% | | | ||
| 15. | Revenue Per Employee ($000) | $16 | | | | |
| 16. | Cost Per Employee ($000) | $13 | | | | |
| 17. | Contribution Per Employee ($000) | $4.5 | | | |
=getting better; =getting worse; 
=even keel; NA=Not Available