Example key performance indicators
Indicator 4.1: percentage/frequency of engagement techniques/tools conducted with stakeholders within a designated period
The KPI allows for an understanding of the extent to which techniques/tools have been used when engaging with stakeholders. This lagging indicator will provide clarity to companies in relation to the nature of engagement carried out. Combined with other indicators this provides an opportunity for a company to cross-reference the effectiveness of the engagement activity in reaching the intended stakeholders (as defined in the stakeholder engagement strategy/plan) and adjust the techniques/tools as required.
Indicator 4.2: percentage of stakeholders who are satisfied with the level and type of engagement conducted, within a designated period
Whilst a company can consider the number and composition of the engagement activities carried out, the effectiveness (or perceived effectiveness) of the engagement activity can only be understood by the stakeholders involved. This lagging indicator should be tailored to the period desired (e.g. monthly/ quarterly) and will require input from ongoing engagement activities (e.g. CPS, pulse surveys)
Indicator 4.3: percentage change in stakeholder attitude toward the engagement techniques/tools or communication methods used over a designated period
Stakeholders may have differing attitudes toward particular engagement techniques/tools or communication methods/channels owing to local contexts and legacy issues. Companies can use information from this leading indicator to alter techniques/tools or communication methods to those more favorable for a group of stakeholders. The KPI should be tailored to the period desired (e.g. quarterly/annually) and will require data from ongoing engagement activities conducted (e.g. CPS, pulse surveys).
Indicator 4.4: number/percentage of stakeholders who understand the documentation/ information provided as part of stakeholder engagement due to literacy or language barriers
Ensuring that stakeholders can understand the documentation or information provided in relation to a project/activity is crucial in allowing stakeholders to fully engage in the process and decision-making. When companies understand the extent to which stakeholders can engage in the documentation provided, they can adjust techniques/tools or communication methods to reach stakeholders. This lagging indicator will require data from ongoing engagement activities conducted (e.g. CPS, pulse surveys).
Indicator 4.5: number/percentage of stakeholders who feel sufficiently informed to provide constructive feedback on the project/activity
While Indicator 4.4 seeks to determine whether stakeholders could comprehend the documentation/ information provided, this KPI seeks to determine whether stakeholders have a level of comprehension which will enable feedback to be provided. If stakeholders do not feel sufficiently informed to provide feedback, companies can adjust techniques/tools or communication methods to improve stakeholder comprehension. This leading indicator will require data from ongoing engagement activities conducted (e.g. CPS, pulse surveys).