FlowAudit / Updated 9 October 2026
Choose measures that reflect the work.
A single ratio cannot explain a business. Use operational measures alongside financial context and the quality of the customer experience.
Measure what the process controls
Useful measures can include enquiries assigned, time to a meaningful response, incomplete records and corrections during review. Define the denominator and measurement period before comparing changes.
Separate activity from outcomes
An answered call is not automatically an attended appointment. A reminder is not a payment. Track each stage separately and use verified source records for commercial outcomes.
Interpret changes in context
Staffing, seasonality, prices and business mix can change a ratio without showing the effect of a system. Keep assumptions visible and avoid presenting correlation as proven causation.