KPI Update

A set of statistics and measures are now being published quarterly on our website.  These measures are also set out below, applicable as at 30 September 2014:

Overall Income

£5.45m

Membership as at quarter end

  • Total Members including:
    • Students
    • Women in Management
    • Institute of Consulting
    • Chartered Managers

107,031

23,200

16,182

4,881

3,794

Customer Retention

  • CMI
  • IC

88%

86%

Customer Satisfaction

  • Membership Net Promoter Score*
  • Chartered Manager Net promoter score*
  • Membership satisfaction with customer service
  • With customer service

+35

+66

91%

97%


np


* Net Promoter is both a loyalty metric and a discipline for using customer feedback to fuel growth in your business. Developed by Satmetrix, Bain & Company and Fred Reichheld, the concept has been embraced by leading companies worldwide as the standard for measuring customer loyalty Promoter. Customers are asked to rate how likely they are to recommend that organisation on a 1-10 scale