KPIs
These are subjects that you will also see in the EuRA Global Quality Seal and ISO certification programmes.
Client Satisfaction.
Human Resources Management.
Business Continuity Plan.
Privacy and Security
ARPN Rules of Conduct.
KPI 1
Response time to enquiries is within 24 hours and is a personally composed response message.
Target compliance: 95%
KPI 2
Upon receiving authorisation for new services, the customer is contacted within 24 hours.
Target compliance: 95%
KPI 3
Supplier invoices shall be paid within the agreed term, unless otherwise agreed with client and/or supplier.
Target compliance: 95%
KPI 4
An evaluation system is in place and actively in use.
Target compliance: 100%
KPI 5
A complaint procedure is in place and actively in use.
Target compliance: 100%
KPI 6
General terms and conditions are in place.
Target compliance: 100%
KPI 7
Compliance with both ARPN and EuRA codes of conduct and local law is mandatory.
Target compliance : 100%
KPI 8
No ARPN member or employee thereof shall give or accept commissions nor shall they give or receive presents of over €50 in value. Any presents or commissions given or accepted that exceed this value shall be considered bribery and provide grounds for disbarment from the ARPN
Target compliance: 100%
