What are some case studies on non-financial metrics?

What are some case studies on non-financial metrics?

Non-financial metrics often include customer satisfaction, employee engagement, and sustainability measures. One notable case study is Starbucks, which uses customer feedback and employee satisfaction scores to drive business decisions.

Can you give me more details about Starbucks' approach?

Starbucks conducts regular surveys to gauge customer satisfaction and uses this data to improve service. They also focus on employee engagement through training programs, which has led to higher retention rates.

Are there other companies that use non-financial metrics?

Yes, companies like Zappos and Patagonia also emphasize non-financial metrics. Zappos focuses on customer service quality, while Patagonia prioritizes environmental sustainability.

How do these metrics impact financial performance?

Research shows that companies excelling in non-financial metrics often see improved financial performance due to enhanced customer loyalty and employee productivity.