Solution Portfolio - Page 67



50
%
Lifetime value
56%
Net promoter
score
69%
Customer effort
score (CES)
55%
Re-directs
47%
Customer
satisfaction
45%
First response
& average
handling time
Figure 19: Percentage of merchants who do NOT measure the above KPIs
To drive success, Payment managers should dene payments objectives
and select meaningful measures to validate performance accordingly.
The payments KPI mix today illustrates how the Payment function has evolved and comprehensively acknowledges the
wider impacts that the function has on business overall.
The Impact of the Payment Function Today
The Quantitative Insight Into the 7 Habits of Successful “New” Payments Leaders
23

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