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
Higher higher is betterLower lower is betterBand keep within a rangeChart figures are illustrative examples, not client data.
Department 1 of 8
Sales
Turns qualified conversations into signed work at a healthy price.
| KPI | Formula | Aim | Cadence | Source |
|---|---|---|---|---|
| Qualified pipeline value | Sum of open opportunities past discovery, £ | Higher | Weekly | Apollo deals |
| Pipeline coverage | Qualified pipeline ÷ remaining monthly target | Band | Weekly | Apollo deals, Xero |
| Win rate | Deals won ÷ deals closed (won + lost) | Higher | Monthly | Apollo deals |
| Sales cycle length | Median days from first meeting to signature | Lower | Monthly | Apollo deals, PandaDoc |
| Average contract value | Signed value ÷ deals won, £ | Higher | 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.
| KPI | Formula | Aim | Cadence | Source |
|---|---|---|---|---|
| Qualified enquiries | Contact-form leads passing the qualifier | Higher | Weekly | Site leads store (Cloudflare KV) |
| Organic clicks | Clicks from Google Search to the site | Higher | Weekly | Google Search Console |
| Visit-to-enquiry rate | Qualified enquiries ÷ sessions | Higher | Monthly | GA4, site leads store |
| AI answer visibility | Share of test prompts where Sentry is cited by AI assistants | Higher | Monthly | AI visibility checks |
| Cost per qualified enquiry | Marketing spend ÷ qualified enquiries, £ | Lower | 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.
| KPI | Formula | Aim | Cadence | Source |
|---|---|---|---|---|
| Monthly sales | Invoiced revenue in month, £, against the monthly target | Higher | Monthly | Xero invoices |
| Gross margin | (Revenue − delivery and supplier cost) ÷ revenue | Higher | Monthly | Xero profit and loss |
| Debtor days | Aged receivables ÷ revenue × days in period | Lower | Monthly | Xero aged receivables |
| Cash runway | Cash at bank ÷ average monthly net burn, months | Higher | Monthly | Xero bank position |
| Invoice accuracy | Invoices issued without credit note or re-issue | Higher | 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.
| KPI | Formula | Aim | Cadence | Source |
|---|---|---|---|---|
| On-time delivery | Milestones delivered by agreed date ÷ milestones due | Higher | Weekly | Hermes tasks |
| Cycle time | Days from task start to verified done | Lower | Weekly | Hermes tasks |
| First-pass QA rate | Deliverables passing QA gates first time | Higher | Weekly | QA gate logs |
| Rework rate | Hours spent on rework ÷ total delivery hours | Lower | Monthly | Hermes tasks |
| Utilisation | Billable hours ÷ available hours | Band | 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.
| KPI | Formula | Aim | Cadence | Source |
|---|---|---|---|---|
| Net revenue retention | Revenue from last year's clients this year ÷ their revenue last year | Higher | Quarterly | Xero |
| Client health score | Weighted score of usage, sentiment and payment behaviour | Higher | Monthly | Hermes, Xero |
| Support first response | Median minutes to first human reply | Lower | Weekly | Mailbox |
| Time to first value | Days from signature to first live outcome | Lower | Per client | Hermes tasks |
| Service level attainment | Tickets resolved inside agreed service level | Higher | 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.
| KPI | Formula | Aim | Cadence | Source |
|---|---|---|---|---|
| Capability coverage | Required skills with a named, verified owner | Higher | Quarterly | Skills register |
| Supplier cost ratio | Supplier cost ÷ project revenue, against the cap | Band | Per project | Xero bills |
| Time to productive | Days until a new associate ships billable work | Lower | Per hire | Hermes tasks |
| Training hours | Learning hours per person per quarter | Higher | Quarterly | Training log |
| Associate retention | Associates re-engaged within 12 months | Higher | 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.
| KPI | Formula | Aim | Cadence | Source |
|---|---|---|---|---|
| Critical findings open | Unresolved critical or high security findings | Lower | Weekly | Audit and scan logs |
| Mean time to recover | Average minutes from outage start to service restored | Lower | Monthly | Uptime and error monitoring |
| Site availability | Minutes up ÷ minutes in period | Higher | Monthly | Cloudflare, uptime checks |
| Credential rotation compliance | Credentials rotated inside policy window | Higher | Monthly | Infisical, credential register |
| Patch latency | Days from vendor fix to deployed | Lower | 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.
| KPI | Formula | Aim | Cadence | Source |
|---|---|---|---|---|
| Verified task success rate | Tasks whose real outcome was checked and passed ÷ tasks run | Higher | Daily | Hermes tasks |
| Cost per completed task | Model and tool spend ÷ verified completed tasks, £ | Lower | Weekly | Hermes spend log |
| Workflow failure rate | Failed automation runs ÷ total runs | Lower | Daily | n8n executions |
| Human escalation rate | Tasks handed back to a person ÷ tasks run | Band | Weekly | Hermes tasks |
| Model routing adherence | Tasks run on the lowest-cost suitable model | Higher | 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.