Which of the following are effectiveness KPIs?

Effectiveness KPIs reflect whether desired results are being achieved—often tied to outcomes such as satisfaction, engagement, quality, or goal attainment. The employee engagement index is an effectiveness KPI because it measures the state of engagement (a desired people outcome) rather than resource efficiency. “Time to process request per agent” is primarily an efficiency/productivity measure (speed/effort), and “transportation capacity utilization” is also typically an efficiency measure (how fully capacity is used). Therefore “All the answers” is not correct. Effectiveness metrics are important because organizations can become efficient at doing the wrong things; effectiveness ensures performance aligns with strategic intent. A measurement challenge for engagement is survey validity and response bias; activation requires consistent methodology, confidentiality, and a follow-up action cycle. In scorecards, effectiveness KPIs are often lagging or semi-lagging, so they should be supported by leading indicators and initiatives. Balancing effectiveness with efficiency prevents unintended trade-offs—e.g., faster processing times that reduce service quality or employee experience.