18.6 Tripp and Hopp Limited is a booking agency that specializes in selling London theatre tickets. Until this year the business ran four central London booking offices and a website.

But at the end of its most recent financial year, the company decided to transfer all its operations to the website. The company’s objective is ‘to provide a competitive, efficient and secure service to London’s theatregoers’.

Draw up a list of six appropriate non-financial performance indicators that will help Tripp and Hopp’s management to assess the extent to which the company is meeting its objectives. For each indicator, suggest a way of measuring it.