Collections KPIs every recovery team should define

Core metrics

• Roll rate: share of loans in one delinquency bucket at the start of a period that moved to a worse bucket by the end.
• Cure rate: share of delinquent loans that returned to current.
• Recovery rate: net posted recoveries divided by the amount placed in recovery for a cohort.
• Promise-kept rate: promises honoured divided by promises due.
• Cost to collect: recovery expenses and commissions divided by amount recovered.

Definition checklist

For each metric write the numerator, denominator, period, population and exclusions. Use posted payments only, net of reversals, so pending or disputed receipts do not inflate results.