As a reminder- Lead indicators are measures of inputs into a system. Lag indicators are measures of results after interacting with the system.

Customer satisfaction is a lag indicator of delivering on your product or service.

Lead measures include:

• Delivering the expected quality or better of your offering
• Having a path of integrity for when things go wrong
• The benefit the buyer feels from your offering

Lag is a positive reputation and possible on-going customer relationship.

What do you measure?

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