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The KPI Institute C-KPIP Exam Syllabus Topics:

The KPI Institute Certified KPI Professional Sample Questions:

1. Which KPI should be used to balance "First call resolution rate (%)"?

A) Call duration (# / time)
B) Calls per staff (#)
C) Improve call resolution
D) Calls per hour (#)

2. Which of the following is not a performance management tool?

A) Key Performance Indicator
B) Factoring
C) Initiative
D) Objective

3. Which KPI should be used to balance "Innovation ideas expressed by staff (#)"?

A) Innovation ideas per staff member (#)
B) Implement 2 new innovation ideas by the end of the quarter
C) Innovation ideas implemented (%)
D) Innovation ideas expressed by customers (#)

4. Which KPI should be used to balance "New customers (#)"?

A) Profitable customers (%)
B) Increase market share to 20% by the end of the year
C) Time to process orders (# / time)
D) Customer complaints due to poor service or product quality (%)

5. Which of the following is an efficiency KPI?

A) None of the answers
B) Production output (#)
C) Employee satisfaction (%)
D) Cost per delivered order ($)

Solutions: