Our key performance indicators - British Airways

British Airways 2007/08 Annual Report and Accounts / 332008/09 will be a year of transition as our operations transfer between terminalsat Heathrow. However, we are determined to deliver an improved customerexperience and Terminal 5 will be a significant step in this direction, providing afantastic opportunity for our customers and our employees.Performance over time2007/082006/072005/062004/052003/042007/082006/072007/082006/072007/082006/0710.0%7.1%8.5%6.9%5.4%59%61%34%36%65%70%KPI measureOperating marginCustomerrecommendationPunctuality –‘Ready to Go’Not applicableUnderstanding our KPIs going forwardOperating margin will continue to be our key financialperformance indicator. A more challenging economicoutlook, the continuing rise in the price of fuel, andtransitional costs relating to our move to Terminal 5will all contribute to a reduction in our operating marginin 2008/09.Customer advocacy – the likelihood of customers torecommend travel on British Airways – will continueto be our key customer metric in 2008/09. The moveto Terminal 5, coupled with the continued investmentin our inflight products and customer service on theground, give us the opportunity to deliver improvementin 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 keydriver of improved network punctuality over the nextyear is the performance at Heathrow. The move toTerminal 5, with its associated infrastructure andprocess changes, will begin to play a huge role indelivering improvements in this area.We are currently reviewing the appropriate measuregoing forward for determining the level of employeeinvolvement.Overview of the year Business review Corporate responsibility Corporate governance Financial statements Shareholder information