Final answer:
Kelley's target to increase customer satisfaction by 20% is a performance goal, which is a type of business objective that is measurable and designed to improve key performance indicators.
Step-by-step explanation:
Kelley's Coffee Shop is implementing an employee training program on customer service issues at the beginning of the year. Kelley wants to increase customer satisfaction levels by 20% by the end of the year. This is an example of a performance goal.
Performance goals are targets set by a business to improve its operations, employee actions, and overall success. They are measurable and specific, often involving a percentage increase or decrease in a key performance indicator (KPI). In Kelley's case, the employee training program on customer service is a strategic initiative aiming to enhance the customer experience and achieve a significant improvement in customer satisfaction.
Clearly defined performance goals can help motivate staff, drive business progress, and enhance customer relations, ultimately leading to a more successful and competitive business.