A KPI [Key Performance Indicator] starting point: Recent management philosophy has pointed to the realization of the importance of customer focus and customer satisfaction [in any business]. Both are leading indicators…, as: if customers are not satisfied, they will eventually find other suppliers that will meet their needs. Therefore, poor performance on these key baseline metrics is a leading indicator of future decline, even if the current financial picture looks favorable/good.
And remember: “What gets measured gets done.”