Managed Business Intelligence

130+ Key Performance Indicators (KPIs) for Optimal Resident & Staff Experiences

130+ standardized KPIs help senior living operators and REITs identify areas where they can improve resident care, reduce costs, optimize sales and marketing outputs, and monitor staffing satisfaction to mitigate burnout. 

20+ Resident Satisfaction / Care Quality KPIs, including:

• Resident satisfaction rate – Measures the percentage of residents in a senior living community who are satisfied with their overall experience. 
• Resident retention rate – Measures the community’s ability to provide a high-quality living experience that keeps residents satisfied and engaged.
• Total time spent with residents – Indicates the community’s ability to provide quality care and engagement to the residents.
• Residents personal care time – Used to measure the amount of time spent by staff providing personal care services to residents, (ADLs) such as bathing, dressing, grooming, etc. 
• Activities participation rate – Measures the effectiveness of the community’s activities and programs and identifies areas of improvement for resident engagement and well-being.
• % of Residents receiving regular preventive care – Percentage of residents who receive regular preventive care such as screenings, vaccinations, and check-ups. 
• Number of complaints and incident reports – Measures the total number of complaints and incident reports that are filed by residents, families, staff, or other parties.
• Dining Satisfaction – Measures the level of satisfaction of residents with their meals and dining experiences in a senior living community.

20+ Staffing & Recruiting KPIs, including:

• Staff turnover rate – Measures the effectiveness of the community’s human resources policies.
• Staff training hours per employee – Measures the effectiveness of the community’s staff training programs.
• Total candidates contacted vs. candidate responses – Measures the effectiveness of the community/operator’s recruitment efforts.
• Staffing below your labor budget minimums – Identifies areas where the community/operator may be understaffed and where additional staff members may be required.
• Staffing above your target labor budget – Measures the difference between the budgeted target number of staff members required to operate a community versus actual staff on hand.
• Scheduled overtime – Measures additional labor costs incurred due to overtime, and ensure staff is not overworked, with enough coverage to meet the resident needs.
• Number of open shifts by position / location / department – Measures the staffing levels of the facility and to identify areas where staffing shortages may be occurring.

50+ Finance & Operations KPIs, including:

• Occupancy Rate – percentage of total units that are occupied by residents.
• Average Length of Stay – Average duration of resident stay in the senior living community.
• Revenue per occupied unit (RPU) – Total revenue generated by the community during a certain period of time / # of occupied units during that period
• Average Daily Rate (ADR) – Average daily rate charged for each resident.
• Revenue Per Available Unit (RevPAU) – Total revenue generated per available unit.
• Net Operating Income (NOI) – Profitability of the organization after deducting operating expenses from revenue.
• Food per resident per day (FPRPD) – Indicates the community’s ability to manage food costs and provide nutritious meals for residents
• Maintenance per occupied unit – Indicates the community’s ability to manage maintenance costs and keep the units in good condition

30+ Sales & Marketing KPIs, including:

• Lead volume – Number of potential residents or their representatives who have expressed interest in the community.
• Lead to move-in conversion rate – Used to measure the proportion of leads that ultimately result in a move-in.
• Appointment ratio – Indicates the community’s ability to effectively engage with leads and schedule appointments with them
• Average conversion rate – Measures the proportion of leads that are successfully converted into move-ins. 
• Marketing qualified leads (MQLs) by source  – Identifies which marketing strategies, tactics and channels are most effective in generating leads.
• Number of referrals – The number of referrals is a metric that measures the total number of residents who have been referred to a senior living community by a third party.
• Speed to Lead – Measures the amount of time it takes for the community to follow up with a lead after it is received.

Key Performance Indicators (KPIs) for Unparalleled Customer Journeys

These retail-specific KPIs help identify customer pain points, predict potential outcomes, and provide proactive, unparalleled experiences throughout the buyer’s journey.

Sales & Revenue KPIs:

• Average Order Value (AOV) – Helps optimize pricing and promotion strategies to increase revenue per order.
• Basket Size – Average number of items per transaction.  Measures the effectiveness of merchandising and pricing strategies.
• Sales Per Square Foot – Total sales / the total square footage. Measures the productivity of the store’s retail space. 
• Conversion rate – The % of web visitors who complete a desired action, such as making a purchase or signing up for a newsletter.
• Customer Acquisition Cost (CAC) – The cost of acquiring a new customer, including marketing and advertising expenses.
• Cart Abandonment Rate – How many users are adding products to their shopping cart but not checking out. 
• Product affinity/relationship – Which products are purchased together or viewed consecutively. Can inform cross-promotion strategies.

Customer Service, Engagement & Retention KPIs:

• Customer Sentiment Trend – Identify and extract subjective information from customer feedback in the form of written reviews, social media posts, or survey responses
• Repeat purchase rate – The percentage of customers who make more than one purchase from you over a specific period of time
• Customer Retention Rate – The percentage of customers who continue to do business with you over time.
• Customer service call/chat count – How frequently your customer support team is reached via phone or online chat.
• First response time – Average amount of time it takes a customer to receive the first response to their query. 
• Average resolution time – How long it takes for a customer support issue to be resolved.
• Customer Lifetime Value (CLV) – Identify high-value customers and predict the value they would bring to your business in the future.
• Customer Churn Rate – Indicates how quickly customers are leaving/canceling/failing to renew.

Marketing & Advertising KPIs:

• Website traffic – Measures the total number of visitors to the company’s website, unique visitors, page views, and other engagement metrics.
• Cost per click (CPC) – Measures the cost of each click on a paid advertising campaign, such as Google Ads or Facebook Ads.
• Click-through rate (CTR) – Measures the percentage of people who click on an ad after seeing it. 
• Conversion Rate by Channel – measures the percentage of website visitors who complete a desired action, like a purchase or completing a form.
• Return on ad spend (ROAS) – Measures the revenue generated by an advertising campaign compared to the amount spent on the campaign.
• Cost Per Lead (CPL) – Average cost of marketing and advertising to create a new lead.

Key Performance Indicators (KPIs) for Exceeding Guest Expectations

These hospitality-specific KPIs help identify pain points, predict potential needs, and provide the unique, personalized guest experiences they came for.

Finance & Operational Efficiency KPIs:

• Occupancy rate – This is the percentage of available rooms or units that are currently occupied by guests.
• Average daily rate (ADR) – This is the average price per room or unit sold per day.
• Revenue per available room (RevPAR) – This is the total revenue generated by a hotel divided by the number of available rooms.
• Gross operating profit per available room (GOPPAR) – Total gross operating profit generated by a hotel divided by the number of available rooms.
• Room revenue contribution – This is the percentage of a hotel’s revenue that comes from room sales.
• Food and beverage revenue contribution  – % of a hotel’s revenue that comes from food and beverage sales.
• Cost Per Occupied Room (CPOR)  – Total cost of operating a room divided by the number of occupied rooms.
• Average length of stay – This is the average number of nights that guests stay at a hotel.
• Employee Turnover Rate – This is the percentage of employees who leave a hotel each year.
• Return on Investment (ROI) –  This is a measure of how much profit a hotel is generating compared to the amount of money invested.
• Average Check –  Average amount spent by guests on food and beverages.
• Food cost percentage – % percentage of a restaurant’s revenue that goes towards the cost of food.

Guest/Employee Experience KPIs:

• Table turnover rate –  The number of times a table is occupied by guests in a given period of time.
• Average wait time –  Average amount of time guests wait to be seated or served.
• Guest satisfaction score  – This is a measure of how satisfied guests are with their overall experience at a hotel.
• Repeat guest rate – The percentage of guests who have stayed at the hotel before and choose to stay again.
• Employee Satisfaction Score – This is a measure of how satisfied employees are with their job and work environment.
• Online reputation score –  This is a measure of a hotel’s reputation based on online reviews and ratings.