Performance Management
KPI Framework & Compensation Structure
KPI definition is the prerogative of the VAD, aligned with commercial priorities agreed with the Apple Account Executive. KPIs must be clear and achievable for iPros. ⚡ IR metrics may differ from OR — VAD to calibrate per channel
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Quantitative
Volume & share — commercial output
Sales in units per LOB / Sub-LOB
Sell-out by Line of Business or focus SKU. Primary commercial KPI and main variable pay driver.
Primary
PSW Revenue
Product, Software & Services revenue. Captures full ecosystem value beyond hardware units.
Primary
In-house Share
Apple's share of category sell-out within the store vs. competing brands.
Primary
Coverage Rate
% of assigned Tier 2 doors actively staffed. Leading indicator of programme reach.
Recommended
Demo Rate
Demos per working day. Leading indicator of sell-out activity and customer engagement.
Recommended
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Qualitative
Value & experience — quality of sale
ASP — Average Selling Price
Measures premium SKU positioning and avoidance of unnecessary downselling.
Primary
Accessories & Services Attach
Rate of accessories and AppleCare+ attachment to device sales. Key revenue multiplier.
Primary
Trade-in Penetration
% of transactions including trade-in. Drives upgrade cycles, especially in IR channels.
IR focus
Conversion Rate
% of interactions resulting in a purchase. Measures sales effectiveness and demo quality.
Primary
NPS / Customer Satisfaction
Post-interaction score via QR survey or mystery shopper. Proxy for long-term brand advocacy.
Recommended
Contextual KPIs — applied as needed
Mystery Shopping Score
When service quality or satisfaction issues observed
Reporting Regularity & Quality
When reporting gaps or data inconsistency identified
Academy Progress
When knowledge gaps are root cause of underperformance
Recommended Compensation Structure
70/30
Fixed / Variable
of total OTE
Fixed Base Salary
70%
70%
Monthly Variable
15%
15%
Quarterly Bonus
15%
15%
Accelerator: >110% of target → 1.2× multiplier · >120% → 1.5× · Max payout capped at 200%