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2007/08 Annual Report and Accounts
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Our key performance indicators continued
KPI measure

Operating margin

Customer recommendation

Punctuality – ‘Ready to Go’

Not applicable
Understanding our KPIs going forward
Operating margin will continue to be our key financial performance indicator. A more challenging economic outlook, the continuing rise in the price of fuel, and transitional costs relating to our move to Terminal 5 will all contribute to a reduction in our operating margin in 2008/09. Customer advocacy – the likelihood of customers to recommend travel on British Airways – will continue to be our key customer metric in 2008/09. The move to Terminal 5, coupled with the continued investment in our inflight products and customer service on the ground, give us the opportunity to deliver improvement in this indicator over the next year. Departure punctuality is key to our operational success, and focusing on the aspects within our control is critical. ‘Ready to Go’ performance does precisely that. A key driver of improved network punctuality over the next year is the performance at Heathrow. The move to Terminal 5, with its associated infrastructure and process changes, will begin to play a huge role in delivering improvements in this area. We are currently reviewing the appropriate measure going forward for determining the level of employee involvement.