I'm late in posting. I promised to make it before the conference. I fully intended to do it weeks ago.It's just been such a busy start to the year…I’ve been finalizing our satisfaction/loyalty KPI performance for 2009, which in itself that’s maybe not so unique - I’m sure those of you with active NPS programs have been doing the same. However I find what makes it an especially challenging exercise is that our customer survey results are linked to employee compensation
Certainly making the link drives employees to pay attention to the program, a key goal of any deployment, but I wonder if it’s ultimately the most productive kind of engagement?
I notice that a lot of discussions focus aggressively/exclusively on the details of how the KPIs are calculated rather than on what we can/are doing to improve the underlying customer experience. The discussions can be time consuming and demanding. Clearly we need to ensure reliable and trustworthy KPIs, so many of them are very valid, but I think we also have to accept there’s an inherent level of uncertainty in exploiting survey data. Not surprisingly that uncertainty can frustrate employees when their compensation is at stake, and presents a risk of undermining the general drive towards customer-focused behavior.
So, what about you?
Are you making the link and if so is it driving the behavior you expected? How have you communicated your organization? How have your teams reacted?Looking forward to discussing this further with you during the next few days...
