What does a percentile rank mean on the benchmark dashboard

[Nomava Ntaka]

Dear Community

What does a percentile rank mean on the benchmark dashboard widgets?

Mava

[Anurag Tripathi]

Hi,

The exact standing of the KPI for your company within your participating peer group is indicated by percentile rank. A KPI percentile rank of 90% indicates that your instance standing for that KPI is greater than 90% of the instances participating in that group

Read More here:

https://docs.servicenow.com/bundle/newyork-it-service-management/page/product/benchmarks/concept/c_B...

-Anurag

[Blair5]

Anurag,

Thanks for sharing that link. I'm a little bit confused when it says 'A high percentile rank does not always indicate a desirable result'. I see that if the indicator is set to minimize, so is the percentile. So, for example: if the percentile for % of high priority incidents is 5%, does that mean performance is better than 95% of others in the same industry, or worse than 95% of others in the same industry? 

[Apeksha Joshi]

Hi there ,

The exact standing of the KPI for your company within your participating peer group is indicated by percentile rank. A KPI percentile rank of 90% indicates that your instance standing for that KPI is greater than 90% of the instances participating in that group.

Note: A high percentile rank does not always indicate a desirable result.

For certain KPIs a higher ranking is preferred (% of incidents resolved using KB articles), but for others it is not (% of emergency changes). The meaning of your percentile ranking should be interpreted based on the direction of the KPI being analyzed.

hope this helps !

regards,

apeksha

[Manjeet Singh]

Benchmarks percentile is like your SAT score in a class test.The score is a relative comparision of where you do stand in the partipating customer list. For example, it tells you whether you in top 10%, somewhere in middle, or in bottom 10% for a given KPI performance. 

This really help in provide more context and you can use the percentine data to set more meanigful goals. For example, I want out MTTR for incident to be in top 10% within my industry. If other companies like us are able to do it then why can't we?