Key Performance Indicators

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Key Performance Indicators (KPIs) are a set of metrics that highlight the primary functions which contribute to the achievement of the unit’s mission (e.g., total number of attendees at all events during a given year, total number of students served in a given year).

(The information below has been adapted from University of Wisconsin-Platt Student Affairs and Campus Labs.)

Identifying Performance Indicators

When identifying performance indicators, the goal is to identify measurements which when viewed together will provide a summary of the unit's work as a whole. The focus should be on the aspects of the unit that are critical and have a significant impact on daily operations. Preliminary questions units may consider are:

  • What are the primary or most important parts of the programs and services we offer?
  • What has the greatest impact on the student experience?
  • Where do we dedicate most of our time and resources?
  • What do we want to be able to quickly and concisely communicate about our department to those who work in other areas?

Identifying KEY Performance Indicators

While a unit may track many performance indicators in order to guide internal decision-making, most performance indicators will generally only be of interest to those deeply invested in the implementation of those programs and services. Key performance indicators instead focus on those metrics which are critical to communicating the work of the unit to an external audience. REMEMBER: The more KPIs a unit externally reports the more the message gets muddled. UL Annual Assessment Planning guidelines recommend that units enter 3-5 KPIs into Tk20 by August 16th each year. To determine which performance indicators should make the final KPI list, units should consider the following questions:

  • Does this indicator have a clear connection to the unit's outcomes and/or institutional/divisional strategic priorities?
  • Is this metric something that could be easily understood by an external audience? How much field-specific expertise and knowledge is needed to make sense of this number?
  • Is this indicator going to showcase growth and change? Will the indicator tell a story about the unit?

Sample KPIs

Below are suggestions for KPIs organized by CAS functional area:

  • Substance free rates/impact of programs (overlap with Health and Counseling efforts)
  • Satisfaction with variety, quality, quantity of programs/activities
  • % of student body receiving educational or evaluative interventions
  • Percentage of LEED-certified buildings
  • Energy consumption in campus buildings
  • Sales and revenue
  • Salaries/Wages/Benefits
  • Customer service satisfaction
  • Usage rates
  • Peak times of usage
  • Learning outcomes
  • Cost analysis and market research for setting fees for goods and services to be offered to students, faculty members, and staff
  • Value contribution
  • Number of programs and/or attendance at each
  • Proportion of students involved in co-curricular activities
  • Officer/student leader outcomes
  • Satisfaction with advising/staff
  • Fee allocation
  • Participation in elections
  • Impact of involvement on success
  • Organizational types
  • Degree of positive student engagement in campus life
  • Impact/connection from activities (10E, 10F (mean) on NSSE)
  • Substance free rates/impact of programs (overlap with Health and Counseling efforts)
  • Satisfaction with variety, quality, quantity of programs/activities
  • Contact hours of students at social/recreational activities
  • Crime rates (list of those that require a report)
  • Number of staff members
  • Response time to calls/incidents
  • Outreach efforts (e.g., number of programs, hours)
  • Reported feelings of safety/protection (on/off campus)
  • Neighborhood crime rates
  • Vandalism data
  • Collaborations with campus and community members/organizations
  • Safety week evaluations
  • Counselor to student ratio
  • Number of programs and/or attendance at each
  • On-campus employment activities/opportunities
  • Internships available
  • Employer participation/contacts
  • Career fair satisfaction for employers/students
  • Number of employers/students at career fair
  • Job placement/graduate placement rates
  • Usage of facilities/services (in-person, phone, online)
  • Alumni involvement/usage of services
  • Counseling/staff satisfaction
  • Number of visits/usage by type/affiliation
  • Satisfaction with services
  • Staff to student ratio
  • Wait time for services/in lobby
  • Number of programs and/or attendance at each
  • Participation in health initiatives (e.g., blood drive)
  • Health indicators (e.g., sleep, exercise, alcohol, sexual activity, depression)
  • Enrollment cost of health programs
  • Facility usage
  • Number of reservations
  • Satisfaction with reservation processes
  • Unmet space needs
  • Spending and breakdown of costs
  • Student employee numbers/learning outcomes
  • Customer service
  • Maintenance and work order numbers
  • Satisfaction with maintenance and work order process
  • Revenue/conferences
  • Dining satisfaction
  • Number of students in club sports
  • Number of students in intramural sports
  • Recreation center usage
  • Customer satisfaction with facilities/staff
  • Number of recreation programs and/or attendance at each
  • Recreation center memberships (e.g., community members, faculty/staff)
  • Revenue/facility spending
  • Number of visits/usage by type/affiliation
  • Rate of client satisfaction
  • Staff to student ratio
  • Wait time for services/in lobby
  • Number of programs and/or attendance at each
  • Retention rate
  • % of student body using services
  • Campus climate
  • % of students registered
  • Satisfaction with/helpfulness of orientation
  • Use of accommodations
  • Satisfaction with accommodations
  • Retention rates
  • Years to graduate
  • Percentage of students involved (and demographics for students involved)
  • GPA
  • Number of organizations
  • Alumni giving rate
  • Number of negative incidents
  • Number of service hours/events
  • Recruitment rates
  • Retention rates
  • Number of public events and/or attendance at each
  • Perception of Greek Life
  • Money raised for philanthropies
  • Deactivation rates/reasons
  • Number of students who participate in wellness programs/events
  • Program evaluations that include outcome measurements and behavior change questions
  • Participant retention rate
  • Participant GPA
  • Student self-reports of health (National College Health Survey)
  • Cost per bed
  • Occupancy rates
  • Satisfaction with RAs and facilities; overall satisfaction
  • Number of Living/Learning Communities
  • Maintenance (satisfaction, response rates)
  • Number of programs and/or attendance at each
  • % of enrolled students who live on campus
  • Perceptions of safety
  • Perceptions of community
  • Staff-to-student ratio
  • Revenue/facility spending
  • Number of incidents
  • Roommate changes
  • Graduation rate for students with two years on campus
  • Academic performance of resident vs. non-resident
  • Bond coverage ratio
  • % of income devoted to deferred maintenance
  • Kilowatt hours consumed
  • (Overlap with some Conduct efforts)
  • Percent/numbers of international students
  • Satisfaction/helpfulness of international orientation
  • Countries represented at institution/over time
  • Retention rates
  • Merit/awards/funding rates
  • Study abroad numbers/rates
  • Number of programs and/or attendance at each
  • Compliance with paperwork and policies
  • GPA
  • Number of incoming students studying here
  • Campus climate
  • Number of programs and/or attendance at each
  • Passive outreach (e.g., bulletin boards, fliers)
  • Number of community partnerships
  • Facility usage and satisfaction
  • Number of programs and/or attendance at each
  • Passive outreach (e.g., bulletin boards, fliers)
  • Number of community partnerships
  • Facility usage and satisfaction
  • Giving/alumni involvement
  • Retention
  • Cohort programs
  • Number of initial members/retention
  • Minority student rating of campus climate
  • Proportion of multicultural students involved in co-curricular activities (#9D on NSSE for multicultural students only)
  • Student contact hours of majority students at events that seek to educate on diversity
  • Orientation attendance
  • Satisfaction with orientation programs
  • Outcomes for students (e.g., connection, preparedness)
  • Parent involvement
  • Outreach to current and prospective students/families
  • Number of/applications for student leader positions
  • Satisfaction with student leaders/orientation leaders
  • Family weekend registrations
  • Demographics of off-campus students/types (e.g., non-traditional/adults, parents)
  • Number of programs and/or attendance at each
  • Time spent on campus
  • Satisfaction with facility usage
  • Relationship with/satisfaction of community members where students live
  • Number of students contacted/types of outreach methods (e.g., newsletters, e-mail)
  • Number of incidents by category and overall number of incidents
  • Knowledge of code of conduct
  • Perception/reporting of process (e.g., fairness, understanding)
  • Recidivism rates
  • Rubrics on reflection papers
  • Number of sanctions by type and overall
  • GPAs
  • Number of programs and/or attendance at each
  • Number/percent of students in organizations
  • Officer/student leader outcomes
  • Satisfaction with advising/staff
  • Learning outcomes assessment with student leaders
  • Satisfaction with variety, quality, quantity of programs/activities
  • Test Counts
  • Test Counts Historical
  • Seat Usage
  • Profit and Loss Statements
  • Revenue Historical
  • CBT vs. PBT Tests Administered
  • Profit and Loss Financial Forecast
  • Evening Testing Profit and Loss
  • Accommodated Classroom Exams Administered