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The KPI Institute Certified KPI Professional Sample Questions:

1. Which of the following KPIs measures customer advocacy?

A) Cross-sell (%)
B) All the answers
C) Net Promoter Score (NPS) (%)
D) Complaints (#)

2. Which of the following statements is a qualitative KPI?

A) Error rate (%)
B) Service quality rating (# / score)
C) Customer satisfaction (%)
D) There is no such thing as a qualitative KPI

3. Which KPI is suitable for balancing "Net profit ($)"?

A) Improve profitability
B) Cash flow ($)
C) Budget variance (%)
D) None of the answers

4. Which purpose would you choose to justify the selection of "Processes optimized (%)" as a KPI?

A) To measure processes
B) To monitor the advances made in maturing process management as a capability
C) To evaluate processes
D) To monitor process implementation

5. Which tolerance intervals would you propose for "Employee satisfaction (%)"?

A) Red: 40%, Yellow: 40-80%, Green: 80%
B) Red: > 80%, Yellow: 80-90%, Green: > 90%
C) Red: < 65%, Yellow: 65-75%, Green: > 75%
D) Red: < 10%, Yellow: 10-20%, Green: > 30%

Solutions: