TechWave's revitalisation strategy will be rigorously evaluated using the following key performance

indicators $($KPIs$)$:

$$ Customer Retention Rate: Target a $10\%$ increase in customer retention rate within the first

two years of strategy implementation.

$$ Mean Time to Repair $($MTTR$)$: Aim to reduce our average network outage resolution time

by $25\%$ within the first year.

$$ Customer Satisfaction Index $($CSI$)$: Achieve an $85\%$ Customer Satisfaction Index within

three years.

$$ Operational Efficiency $($OpEx$)$: Target a $15\%$ reduction in operational costs over the next

three years through inventory optimization, predictive maintenance, and workforce efficiency

gains.

$$ Innovation Index: Develop an internal innovation index to track progress in developing and

launching new technologies, products, and services.

$$ Environmental Sustainability: Target a $20\%$ reduction in our carbon footprint over the next

five years through energy$-$efficient infrastructure upgrades, renewable energy sourcing, and

waste reduction initiatives. Evaluate the appropriateness of the selected KPIs for monitoring performance at Techwave.

Suggest and justify TWO additional KPIs that could complement these measures.