Metrics and KPIs

This page provides suggestions for potential metrics and Key Performance Indicators (KPIs) that can be applied across all member firms within the Crowe network. The goal is to ensure consistency in the delivery of our brand behaviors.
The example metrics shown below are categorized under each of our values: We Care, We Share, We Invest, and We Grow. These are designed to be easily integrated into a recurring talent management process, such as performance reviews.

NOTE: These are not definitive metrics or KPIs, but serve as a starting point for discussion with People Functions and implementation group leads to determine which are most feasible to integrate into our processes.
We Care
Behavior
Active Listening
Empathy
Timely Responsiveness
Proactive Communication
Personalized Service
Resolution Ownership
Anticipatory Support
Example metric
Percentage of client meetings where active listening techniques are employed.
Number of client interactions where empathy is demonstrated, measured through client feedback surveys.
Average response time to client inquiries or requests.
Percentage of clients receiving customized solutions or recommendations.
Percentage of client inquiries or issues addressed within a specified timeframe.
Percentage of client issues resolved on the first contact.
Number of proactive recommendations made to clients to address potential challenges.
We Share
Behavior
Knowledge Sharing
Collaborative Problem-Solving
Transparent Communication
Feedback Loop
Cross-Functional Coordination
Continuous Learning
Example metric
Number of knowledge-sharing sessions conducted internally and externally.
Percentage of client projects involving cross-departmental or cross-functional collaboration.
Frequency of client communication updates provided per project.
Client satisfaction scores based on feedback received and acted upon.
Number of successful cross-functional projects completed.
Percentage of our people participating in ongoing learning and development programs.
We Invest
Behavior
Long-Term Partnership
Value-Added Services
Client Education
Technology Adoption
Resource Allocation
Client Advocacy
Example metric
Client retention rate over one, five and ten-year periods.
Number of value-added services offered to clients.
Number of client education sessions or workshops conducted.
Rate of adoption of new technologies or tools within the organization.
Percentage of projects adequately staffed and resourced.
Number of client referrals or testimonials received.
We Grow
Behavior
Strategic Planning
Performance Metrics:
Continuous Improvement:
Innovation and Adaptation
Upskilling Clients
Value Demonstration
Example metric
Percentage of clients with documented strategic plans aligned with their business objectives.
Achievement of client-defined key performance indicators (KPIs).
Number of process improvements implemented based on client feedback.
Number of innovative solutions implemented for clients.
Percentage of clients participating in upskilling programs.
ROI analysis demonstrating the value delivered to clients.
Behavior Levels Key
Basic-level Behaviors
Intermediate-level Behaviors
Advanced-level Behaviors