Cody is a manager at Valvco and is creating a measure map with his supervisor. Cody can be confident in telling his boss that if customer satisfaction ratings predict sales, then customer satisfaction is the lagging indicator and sales is the leading indicator.

Customer Satisfaction Ratings

A measure used to quantify the degree to which a customer is happy with a product, service, or experience.

Lagging Indicator

Any metric where performance is predicted by performance in another metric.

Leading Indicator

Any metric where performance is predictive of performance in another metric.