Means of Verification Studio

Define defensible evidence for every KPI — methods, sources, reliability, and confidence.

Governance · Verification Studio

Inherited from Organization & Governance

Wanjiru Kamau

Edit access

Open Governance

Scope

Changes flow to reporting chain, RACI and permissions below.

Reporting Chain

Keleswa Group HoldingsRetail Banking

Accountability (RACI) · Evidence

A · Wanjiru Kamau (CRO)R · Mercy WanjalaR · Digital CX LeadC · Risk & ComplianceC · Insights TeamI · Wanjiru Kamau (CRO)

Evidence Quality Index

78/ 100 composite

Weighted across 9 KPIs. 6 fully validated · 1 missing a defensible source. Lifting MOV-109 to an audited basis would move composite to 84.

Reliability

Confidence

Method coverage

Survey2 KPIs · 22%

Audit2 KPIs · 22%

Assessment1 KPI · 11%

Observation1 KPI · 11%

System Report3 KPIs · 33%

Evidence Registry

One verification record per KPI · ranked by composite quality

6 validated

1 need source

KPI	Target	Method	Data source	Frequency	Reliability	Confidence
MOV-101·Customer Net Promoter Score (Group) Validated · Mercy Wanjala	≥ 58 by Q4 2026	Survey	Qualtrics CX Pulse · Branch & Digital	Monthly	92	88
MOV-102·Customer First Contact Resolution Rate Validated · Service Operations	≥ 85% by Q3 2026	System Report	Genesys Cloud · Interaction Analytics	Weekly	96	94
MOV-103·Customer Customer Effort Score (Digital) In Review · Digital CX Lead	≤ 2.5 by Q4 2026	Survey	In-app micro-survey (post-transaction)	Monthly	71	64
MOV-104·Process Complaint Resolution SLA Compliance Validated · Quality Assurance	≥ 95% always	Audit	Quality Assurance · Monthly case audit (n=120)	Monthly	84	79
MOV-105·Process Branch Service Standards Adherence In Review · Retail Operations	≥ 90% across 24 branches	Observation	Mystery shopper programme · Quarterly	Quarterly	68	61
MOV-106·Internal Cloud Migration Coverage Validated · Brian Otieno	≥ 80% workloads by 2027	System Report	CMDB + AWS / Azure billing API	Monthly	89	85
MOV-107·People Leadership Capability Index Validated · Mwangi Njoroge	≥ 4.2 / 5 by Q4 2026	Assessment	360° leadership review (Korn Ferry)	Annually	77	72
MOV-108·Financial Cost-to-Income Ratio Validated · David Kiprop	≤ 48% by Q4 2026	System Report	Oracle GL · Monthly close pack	Monthly	98	96
MOV-109·Process Risk Incident Disclosure Rate Needs Source · Chief Risk Officer	100% within 48h	Audit	No source defined	Monthly	42	38

AI Recommendations

Recommended methods

SurveyAuditAssessmentObservationSystem

Suggestions

Survey+11 confidence

Add post-resolution NPS to K-104 evidence chain

Pairs SLA adherence with customer-perceived resolution — closes a known blind spot.

Audit+34 reliability

Replace 'self-reported' source for MOV-109

Move from self-reporting to Internal Audit sampling (n=60/quarter). Reliability gap is highest in portfolio.

Assessment+9 reliability

Convert Leadership Index to a calibrated 360°

Add cross-rater calibration session before scoring is published. Reduces leniency bias.

Observation+7 confidence

Increase mystery shopper cadence to monthly for top-5 branches

Quarterly cadence under-samples high-volume branches. Detects drift earlier.

System Report+5 reliability

Wire CMDB → automated weekly export

Manual extracts introduce 6–9 day lag. Direct API removes human handling.

1 KPI without a verifiable source

MOV-109 cannot pass audit until a primary source is attached.