Proposed Key Performance Indicators (KPIs)
The below KPI's are intended to help the Board and staff assess and manage performance.
In my experience, it is difficult for an organization to effectively focus on too many metrics. I've limited myself to 2 metrics per pillar of the HATC Strategic Plan. But additional trimming may be necessary. I do think each pillar should have at least one KPI.
Our adopted KPIs will inform how information is organized and presented to the Board, as well as influence our updated Executive Vice President Evaluation.
Housing Supply
- Board target for new units in pipeline
- Capex/unit peer benchmark for existing and preserved units
Resident Experience
Likert-scale resident satisfaction score for all properties in portfolio
Average of net promoter score for all properties in portfolio
Resource Development
- Fund balance increase target
- Fully-loaded SHFC cost per portfolio unit benchmark
Organizational Development
- Rolling average of net promoter score for EVP from staff
- Rolling average of Likert-scale satisfaction score for selected stakeholders
