Broadband leaders know how important it is to track business health in order to make informed decisions. We spoke to Chris Lovell, Chief Operating Officer of CLTel, based in Clear Lake, IA, who shared his approach to data and Key Performance Indicators (KPIs). Read on for insights on leveraging KPIs to support goals and maintain business health.

What are some executive KPIs that you utilize today?

The KPIs we use broadly relate to Trouble Tickets KPIs, Subscriber Growth, financial metrics, various marketing and digital metrics, NPS, and employee engagement.

How can KPIs and gathering data help support your goals?

Without our KPIs, I truly don’t know how we would make decisions, hold ourselves accountable, or be able to celebrate wins. 

Without data, we would simply be guessing. 

Our KPI-centric approach has led to significant improvements in operational efficiency, subscriber growth, and profitability – every aspect of the business has improved because of it.

Do your KPIs help you determine your target market and products offerings?

Absolutely – we rely on them fully. I don’t know how we would be able to make decisions without our KPIs and their underlying data and reports.

The Future of KPIs

As data systems continue to integrate and limits to real-time data fade away, executives can imagine the sort of data they want to evaluate and what value would that be to your business. For Chris, he “would love to integrate every single system we utilize into one big universe, layer in AI, and use that to automatically suggest (and implement) process and product improvements and more accurately predict the future.”