This document outlines key performance indicators that mobile money managers should track, including aggregate transaction volume and value, customer base size, customer and agent engagement metrics like transactions per customer/agent and average balances, and the ratio of customers to agents. It also provides contact information for asking additional questions about using and interpreting these performance metrics.

1. The mobile money dashboard: Key performance indicators every mobile money manager should track Neil Davidson and Paul Leishman October 2010, Kuala Lumpur

2. Aggregate volume and value Transactions per month

3. Customer base Cumulative customers

4. Customer engagement (1/2) Transactions per customer per month Average balance per agent (end of month)

5. Customer engagement (2/2)

6. Agent engagement (1/2) Cash-ins & Cash-outs per agent Average e-money balance per agent

7. Agent engagement (2/2)

8. Customer/agent balance Active customers per agent Cumulative number of agents

9. How can I use it?

10. Q&A

11. Q&A Unanswered questions? Send them to: e-mail mmu@gsm.org SMS +60123211275 (include your name) or