Resources · Performance framework
Know what good looks like,
department by department.
40 key performance indicators across the 8 departments of a growth-stage business. Each one has its formula, the direction you want it to move, how often to review it and the system that supplies the number. Every department comes with an interactive dashboard pattern you can explore.
- Departments
- 8
- KPIs with formulas
- 40
- Interactive chart patterns
- 8
- North-star measure per department
- 1
Good result means:Higher is better the number should riseLower is better the number should fallKeep in range too high or too low are both a problemChart figures are illustrative examples, not client data.
Department 1 of 8
Sales
Turns qualified conversations into signed work at a healthy price.
| Measure | How it is calculated | Good result | Review | Data from |
|---|---|---|---|---|
| Qualified pipeline value | Sum of open opportunities past discovery, £ | Higher is better | Weekly | Apollo or other CRM tools |
| Pipeline coverage | Qualified pipeline ÷ remaining monthly target | Keep in range | Weekly | Apollo or other CRM tools, Xero |
| Win rate | Deals won ÷ deals closed (won + lost) | Higher is better | Monthly | Apollo or other CRM tools |
| Sales cycle length | Median days from first meeting to signature | Lower is better | Monthly | Apollo or other CRM tools, PandaDoc |
| Average contract value | Signed value ÷ deals won, £ | Higher is better | Monthly | PandaDoc, Xero |
Pipeline stage conversion
Funnel · pattern from Plotly funnel chart pattern
Department 2 of 8
Marketing
Brings the right buyers to the site and converts them into enquiries.
| Measure | How it is calculated | Good result | Review | Data from |
|---|---|---|---|---|
| Qualified enquiries | Contact-form leads passing the qualifier | Higher is better | Weekly | Site leads store (Cloudflare KV) |
| Organic clicks | Clicks from Google Search to the site | Higher is better | Weekly | Google Search Console |
| Visit-to-enquiry rate | Qualified enquiries ÷ sessions | Higher is better | Monthly | GA4, site leads store |
| AI answer visibility | Share of test prompts where Sentry is cited by AI assistants | Higher is better | Monthly | AI visibility checks |
| Cost per qualified enquiry | Marketing spend ÷ qualified enquiries, £ | Lower is better | Monthly | Xero, site leads store |
Enquiries by weekday and hour
Heatmap · pattern from Spotify Listening Habits
Department 3 of 8
Finance
Keeps cash, margin and billing on track against the monthly target.
| Measure | How it is calculated | Good result | Review | Data from |
|---|---|---|---|---|
| Monthly sales | Invoiced revenue in month, £, against the monthly target | Higher is better | Monthly | Xero invoices |
| Gross margin | (Revenue − delivery and supplier cost) ÷ revenue | Higher is better | Monthly | Xero profit and loss |
| Debtor days | Aged receivables ÷ revenue × days in period | Lower is better | Monthly | Xero aged receivables |
| Cash runway | Cash at bank ÷ average monthly net burn, months | Higher is better | Monthly | Xero bank position |
| Invoice accuracy | Invoices issued without credit note or re-issue | Higher is better | Monthly | Xero invoices |
Cumulative sales against target
Line with target band · pattern from Investment Insights
Department 4 of 8
Delivery & Operations
Ships client work on time, to scope and to the quality gates.
| Measure | How it is calculated | Good result | Review | Data from |
|---|---|---|---|---|
| On-time delivery | Milestones delivered by agreed date ÷ milestones due | Higher is better | Weekly | Hermes tasks |
| Cycle time | Days from task start to verified done | Lower is better | Weekly | Hermes tasks |
| First-pass QA rate | Deliverables passing QA gates first time | Higher is better | Weekly | QA gate logs |
| Rework rate | Hours spent on rework ÷ total delivery hours | Lower is better | Monthly | Hermes tasks |
| Utilisation | Billable hours ÷ available hours | Keep in range | Monthly | Time records, Xero |
Delivery cycle time — process control
SPC control chart · pattern from Manufacturing SPC App
Department 5 of 8
Customer Success
Keeps clients getting value, renewing and expanding.
| Measure | How it is calculated | Good result | Review | Data from |
|---|---|---|---|---|
| Net revenue retention | Revenue from last year's clients this year ÷ their revenue last year | Higher is better | Quarterly | Xero |
| Client health score | Weighted score of usage, sentiment and payment behaviour | Higher is better | Monthly | Hermes, Xero |
| Support first response | Median minutes to first human reply | Lower is better | Weekly | Mailbox |
| Time to first value | Days from signature to first live outcome | Lower is better | Per client | Hermes tasks |
| Service level attainment | Tickets resolved inside agreed service level | Higher is better | Monthly | Mailbox, Hermes |
Support requests by theme
Ranked bar · pattern from Bank Consumer Complaints
Department 6 of 8
People
Makes sure the team and partners hold the skills the work needs.
| Measure | How it is calculated | Good result | Review | Data from |
|---|---|---|---|---|
| Capability coverage | Required skills with a named, verified owner | Higher is better | Quarterly | Skills register |
| Supplier cost ratio | Supplier cost ÷ project revenue, against the cap | Keep in range | Per project | Xero bills |
| Time to productive | Days until a new associate ships billable work | Lower is better | Per hire | Hermes tasks |
| Training hours | Learning hours per person per quarter | Higher is better | Quarterly | Training log |
| Associate retention | Associates re-engaged within 12 months | Higher is better | Yearly | Supplier register |
Skills coverage — current against required
Radar · pattern from Coffee Flavor Analysis Dashboard
Department 7 of 8
IT & Security
Keeps systems available and client data protected.
| Measure | How it is calculated | Good result | Review | Data from |
|---|---|---|---|---|
| Critical findings open | Unresolved critical or high security findings | Lower is better | Weekly | Audit and scan logs |
| Mean time to recover | Average minutes from outage start to service restored | Lower is better | Monthly | Uptime and error monitoring |
| Site availability | Minutes up ÷ minutes in period | Higher is better | Monthly | Cloudflare, uptime checks |
| Credential rotation compliance | Credentials rotated inside policy window | Higher is better | Monthly | Infisical, credential register |
| Patch latency | Days from vendor fix to deployed | Lower is better | Monthly | Change log |
Incidents over time by severity
Event timeline · pattern from Centre de Contrôle des Incidents
Department 8 of 8
Agentic Operations
Runs the agent estate reliably at the lowest sensible model cost.
| Measure | How it is calculated | Good result | Review | Data from |
|---|---|---|---|---|
| Verified task success rate | Tasks whose real outcome was checked and passed ÷ tasks run | Higher is better | Daily | Hermes tasks |
| Cost per completed task | Model and tool spend ÷ verified completed tasks, £ | Lower is better | Weekly | Hermes spend log |
| Workflow failure rate | Failed automation runs ÷ total runs | Lower is better | Daily | n8n executions |
| Human escalation rate | Tasks handed back to a person ÷ tasks run | Keep in range | Weekly | Hermes tasks |
| Model routing adherence | Tasks run on the lowest-cost suitable model | Higher is better | Weekly | Hermes routing log |
Model spend by route
Stacked area · pattern from AI Energy Consumption
How we put it to work
A KPI only helps once a real system feeds it.
Choose the few that matter
We agree one north-star measure per department and no more than five supporting KPIs, each with a written formula.
Connect the source
Each number is pulled automatically from the system that owns it, such as Xero, your CRM, Google Search Console or your support inbox.
Review on a fixed rhythm
Daily, weekly or monthly dashboards with control limits, so you act on real change and ignore normal noise.
Want these dashboards running on your own data?
In a free Discovery session we pick your north-star measures and show which systems can feed them.