Ryan has written some KPIs to help his fitness centres achieve the business goal of “improving overall client satisfaction”. Review these four KPIs. Which do you think fit the criteria of being specific, measurable, attainable, relevant and time-bound?

(A) Ensure 80% of clients use the gym’s online system to book personal training appointments

(B) Increase how much money customers spend in the gym’s juice bar

(C) A score of 85% or more in the annual survey for the question ‘Would you recommend this gym to a friend?’

(D) Ensure 90% of new gym members book an induction session within the first two weeks of joining

Explanation

SMART goals or Specific, Measurable, Attainable, Relevant, and Time-Bound goals can be defined for only two options. Option (C) is specific because it clearly defines the goal. It is measurable as you can calculate the % by counting the persons who said yes. This goal is attainable, it is very relevant to the business and it has a timeframe of one year.

Option (D) is specific because it defines the goal clearly. It can be measured by a number, it is a feat that is attainable, the goal is highly relevant to the business and the goal has a timeframe of two weeks.

Option (A) is specific, measurable, attainable, relevant but there is no timeframe mentioned so it isn’t time-bound.

Option (B) is specific, measurable, attainable but it is not relevant to the business and since there is no timeframe mentioned, it is not time bound.

Conclusion

This question is a part of the Check Your Knowledge section of Google Digital Garage and Unlocked course. We have also provided all the answers to the Check Your Knowledge section of Google Digital Garage and Google Digital Unlocked.

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