Analysing Non-Financial Performance

Question 1

What are the different non-financial performance indicators?

Answer 1

• Customer attitude surveys
• Employee attitude surveys
• Market share
• Productivity
• Environmental record of the business

Question 2

What could cause a high customer attitude percentage?

Answer 2

Employees might be more motivated due to better job security with permanent contracts (Mazlow - safety needs). This results in better customer service.

Question 3

What could cause a high employee attitude survey?

Answer 3

Permanent contracts provide better job security, which could improve productivity. This results in lower unit costs and hence lower prices to consumers.

Question 4

Why should a business improve its environmental record?

Answer 4

They can cut their carbon footprint, which generates a more ethical unique selling point. Not being environmentally friendly may put off future.

Question 5

Evaluate a business improving its environmental record.

Answer 5

It may cost the business to invest in ways to lower its carbon footprint.