FINANCIALS Customer lifetime value

CUSTOMER Delivery In Full On Time (DIFOT) Effectiveness of measures like credits, damages, and reason code analysis for DIFOT failures Customer service performance against standard Number of customer claims Customer profitability Brand-image index Customer satisfaction rating (%) Customer-loyalty index Number of customer complaints Customers lost (in number or %) Sales per channel Customer invoice accuracy rate Usage of electronic links for fund transfer Usage of electronic links for customer orders Improving SLAs Number of services delivered on time Advertising / Channel Spend/ Direct Sales(%)

IT cost by sales Order processing cost Revenue growth Opex growth EBITDA margin EBIT/interest expense ratio Net profit margin Cash months of opex Capital intensity Total debt growth Net debt/EBITDA ratio % of non-voice revenue Average revenue per user (ARPU) Prepaid ARPU ARPU from contracts Minutes of usage (MoU) per subscriber Cost of Infrastructure Labor cost for technical and user support Network costs determined by network demand and the bandwidth usage of the asset Time for Maintenance scheduled and unscheduled Return on Capital Employed - ROCE (%) Net sales over fixed assets (%) COGS as percentage of net sales (%) SG&A cost over net sales (%)

INTERNAL PROCESS Number of waste reduction initiatives taken

TELECOMMUNICATION Wait times

Planning accuracy Minimize downtime Response time to customer % On-time delivery Productivity rate Rework rate Cycle time improvement Number of fines from regulatory bodies Non-conformities in the quality assurance system Pay runs in banks on time (< x% error) Audit requirements (% rating) Days Receivables (Days) Inventory Turnover Ratio

Average speed of answer Call volume Number of complaints received Revenue per call Average quality of calls Number of call transfers Average call length Number of one call resolutions Abandon rates Customer satisfaction Number of calls answered within ten seconds Mean Opinion Score

LEARNING & GROWTH Severity Index

Financial Results Reporting Time (Calendar Days) R&D Budget over net sales (%)

America Movil

Sprint

Comcast

FINANCIALS
Customer lifetime value IT cost by sales Order processing cost Opex growth EBITDA margin Average revenue per user (ARPU) Prepaid ARPU ARPU from contracts Minutes of usage (MoU) per subscriber Time for Maintenance scheduled and unscheduled Return on Capital Employed - ROCE (%) Net sales over fixed assets (%) COGS as percentage of net sales (%) SG&A cost over net sales (%) Revenue per call

CUSTOMERS
Brand-image index Customer-loyalty index Customers lost (in number or %) Sales per channel Customer invoice accuracy rate Mean Opinion Score

INTERNAL PROCESS
Number of waste reduction initiatives taken % On-time delivery Days Receivables (Days) Abandon rates Wait times Number of complaints received

LEARNING & GROWTH

Average speed of answer Call volume