By Karin Hurt and David Dye
“Please go online and complete the survey at the bottom of your receipt. I get punished if I get a score lower than a 10.”
If you’ve made a purchase at a big box retailer in the last year, you’ve probably heard these words as you were handed the receipt. It’s an example of metrics gone amok. Rather than focus on the customer service behaviors that would naturally produce a high score, the cashier, no doubt under pressure from her manager, resorted to emotional manipulation.
When Measurement Misses
Metrics . . .