CaptureJune 25, 2013, Melbourne, Australia – The KPI Institute, the global authority on Key Performance Indicators (KPIs) research and education announces the launch of a new report in its 2011-2012 edition of its popular Top 25 series of reports. The series is based on research conducted through, which contains over 20,000 Key Performance Indicator examples, making it the world’s largest source of thoroughly documented KPIs.

Telecommunications industry refers to the specific services that support the exchange of information over significant distances by electronic means. It includes the activities of providing telecommunications and related service activities (i.e. transmitting voice, data, text, sound and video). The transmission facilities that carry out these activities may be based on a single technology or a combination of technologies. The commonality of activities classified in this division is the transmission of content, without being involved in its creation. The breakdown in this division is based on the type of infrastructure operated. The indicators regard the data transmission outcomes, process and efficiency, as well as the infrastructure supporting it.

The Top 25 Telecommunications KPIs of 2011-2012 report compiles the most popular 25 KPIs used by the Telecommunications industry. The methodology used to conduct the research consisted of ranking the KPI examples published in the Telecommunications industry of, based on their number of views in 2011. Out of the more than 40 Telecommunications KPIs available on, the 25 most viewed by the members and visitors of were selected and analysed in detail in this report.

Telecommunications KPIs are reflective of Telecommunications key areas of activity and are grouped into subcategories, such as Network Quality, Telecom Users, Call Experience, SMS Delivery and Telecom Costs. From these subcategories, Network Quality, Telecom Customers and Call Experience were the most popular of Telecommunications in 2011. This might be seen as an indication of the industry’s focus on improving customers’ experience by monitoring their preferences and making advancement in the infrastructure that supports the providers’ services.

The top 5 Telecommunications KPIs of 2011-2012 in this report are:

  1. % Call setup success rate (CSSR)
  2. $ Telecom subscriber acquisition cost
  3. $ Telecom subscriber retention cost (SRC)
  4. % Answer seizure ratio (ASR)
  5. % Call drop rate (CDR)

By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2011, the Top 25 Telecommunications KPIs of 2011-2012 report is a valuable resource in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.

According to Aurel Brudan, The KPI Institute’s CEO “The Top 25 Telecommunications KPIs of 2011-2012 report is a synthesis of what is all about: it provides an overview of how Telecommunications KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team.”

ABOUT SMARTKPIS.COM is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories.


The KPI Institute is a research, publishing and educational provider specialized in developing better practice in the use of KPIs. It developed the KPI Management Framework and runs five main research programs, dedicated to performance management, the Balanced Scorecard, KPIs, analytics and organizational strategy. Over the last 8 years, The Institute assisted over 5,000 organizations in finding solutions to their KPI needs.

Media contact

Cipriana Turcanu, The KPI Institute, Tel: +61 3 9670 2979, Email: [email protected]

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