KPI definitions
Intermediary onboarding cycle time
Working days elapsed from Stage 1 (Intake) complete to Stage 4 (Activation) complete on the intermediary onboarding checklist, per intermediary, reported as a monthly median and 90th percentile. cycle time = working days between(stage1 complete at, stage4 complete at) Working days per the company calendar; the clock starts only when Stage 1 is complete — time spent waiting for the applicant to supply missing intake documents is therefore excluded by design.
Referred-quote turnaround
Business hours from a quote referral being raised to the underwriting answer being recorded in the queue, reported as monthly median and P90. turnaround = business hours between(referral raised at, answer recorded at) Business hours per the company calendar.
First-pass completeness
Percentage of applications/proposals accepted at intake without a return-for-information, per process, reported monthly. first pass = accepted without return / total received for the reporting month's intake cohort.