Services · Measurement
What gets measured gets done.
How your organization measures and incentivizes people drives its culture. We help you build a performance measurement system tailored to your organization: one your employees embrace and your customers feel, tied to what actually drives the experience rather than what is easy to count.
Why it matters
Your people do exactly what you pay them to do.
When the incentive is wrong, the experience breaks no matter how good your people are. Two anonymized examples from our own engagements, then how we keep it fixed:
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Paid per call, so nothing got solved
A utility's outsourced contact center was paid for every call taken. Reps rushed callers off the line, dropped calls were never called back, and nobody probed past the first issue, because a second call was a second payment. We helped renegotiate the contract around first-contact resolution. The incentive to hang up became an incentive to fix the problem.
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Paid per sale, so the sale was the end of the relationship
A home-services sales channel was paid on the sale, so packages were sold fast and sized wrong, and the truth arrived with the installer. The fix was a clawback: a sale that fell through counted against the seller. Suddenly the right-sized sale was the profitable one.
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Measures that reach the people who can act
We design the governance around the numbers too: which measures leadership sees, how results move up and down the chain, and how the front line hears what customers are saying while it can still respond.
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Customer metrics in the room where decisions are made
Many organizations track satisfaction and nothing else about the customer, or track it and never bring it to the board. The measures that reflect the experience belong in every board and senior leadership meeting, next to finance, shipments, and outages.
Frequently asked questions.
Can measurement work help if our people hit their targets but customers are still unhappy?
Yes. That pattern usually means the incentive points at the wrong thing. A utility's outsourced contact center was paid per call, so nothing got solved; we helped renegotiate the contract around first-contact resolution, and the incentive to hang up became an incentive to fix the problem.
Can we do this without cutting compensation?
Yes. The work points compensation and recognition at the experience you want customers to have, rather than reducing it. In our experience people prefer incentives that reward solving the problem; they did not enjoy the old ones either.
Can MJKDA benchmark our measures?
Yes. Our employee customer-centricity survey can be benchmarked against other companies, and decades of cross-industry work tell us quickly whether your scorecard measures what leaders in your industry actually manage.
Will the measures reach the people who can act on them?
Yes. We design the governance around the numbers: which measures leadership sees, how results move up and down the chain, and how the front line hears what customers are saying while it can still respond.
Will the system fit our organization rather than a template?
Yes. The measurement system is tailored to your organization and tied to what actually drives the experience rather than what is easy to count. The home-services sales channel we worked with needed a clawback on sales that fell through; a contact center needed first-contact resolution. Same principle, different measures.
Free Performance Measurement Consult
One hour on what you measure and reward, with two senior partners.
Pick a time and it is booked. Prefer a full page? Open the calendar in a new tab. Calendar not loading? Email info@mjkda.com or call 210-876-4086.