For any company, there should be a link between its objectives, critical success factors and key performance indicators. Assume your company is in the fast-moving consumer goods (FMCG) industry and owns a chain of supermarkets. It has two objectives, namely: i. To retain customer loyalty as measured by repeat business; and ii. To ensure its prices are at least 3% cheaper than competitors (creating value for customers). Required:

Oversight bodies, leaders and managers are increasingly using nonfinancial indicators in evaluating performance. List four possible reasons why this is happening.