---
title: KPI dictionary
slug: kpis-and-performance-measures
icon: {"lucideIcon":"BookOpen"}
docTags: 
createdAt: 2026-08-17T11:16:11.884Z
---

## 🎯 Purpose

The single source of definitions for every measure used in scorecards and review packs across this workspace. A measure not in this dictionary does not appear on a scorecard; a measure defined here is never redefined locally.

## 📚 Dictionary (extract)

| Measure                            | Definition summary                                                                    | Source       | Owner                    |
| ---------------------------------- | ------------------------------------------------------------------------------------- | ------------ | ------------------------ |
| Intermediary onboarding cycle time | Working days, Stage 1 complete to Stage 4 activation, per onboarding checklist stamps | CRM          | Distribution Ops Manager |
| First-pass completeness            | % of applications/proposals accepted without a return-for-information                 | CRM / PAS    | Process owners           |
| Quote-to-bind conversion           | Bound policies ÷ quotes issued, same cohort month                                     | PAS          | Head of Distribution     |
| Never-taken-up rate                | Policies lapsed for non-payment of first premium ÷ policies incepted                  | PAS          | Customer Ops Manager     |
| 12-month persistency               | Policies live at month 12 ÷ policies incepted 12 months prior                         | PAS          | Head of Distribution     |
| Referred-quote turnaround          | Business hours, referral raised to answered                                           | PAS queue    | UW Ops Manager           |
| FNOL acknowledgement time          | Business hours, notification to acknowledgement dispatch                              | CLM          | Claims Ops Manager       |
| Premium matched-on-first-pass      | % of receipts auto-matched in monthly rec                                             | FIN          | Finance Ops Manager      |
| CSA overdue actions                | Count of control remediation actions past target date                                 | CSA workbook | Distribution Ops Manager |

Full definition sheets (formula, inclusions, exclusions, data quality notes) are child pages per measure — see *KPI definition: Intermediary onboarding cycle time* for the reference example.

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## 🧾 Reporting and governance guidance

Definition amendments require approval through the performance governance forum and must align with the next reporting cycle. Historical reporting is not restated unless a formal data correction is approved.
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