Describe the concept of a performance measurement system. Broncos Breakfasts is a local restaurant that is famous for its high-quality and filling breakfasts. The company has the following data for the last year:

Number of first-time clients 4,400 Estimated market share 1.4% Total operating costs $142,000 Number of return customers 1,980 Average customer satisfaction rating (out of 10) 9.2

Average training hours per employee 25

Total sales $212,000

While the business does not have any explicit strategic objectives, Bronco has mentioned that serving clients satisfactorily is a high priority and appears to be a significant driver of future sales. He has noticed that when about half of his customers come back to the restaurant again, total sales are approximately the same as the industry average for local restaurants.

a. What performance metrics could Bronco use to measure his strategic objective to serve customers satisfactorily?

b. Is Broncos Breakfasts currently performing at a statistically high, medium, or low level in each of the performance metrics you have chosen?