Measuring CX Effectively
Of course, the heart of any CX-linked compensation program goes back to selecting the right CX metrics that can influence employee behavior and then designing and delivering the surveys to collect and deliver those measurements. There are no one-size-fits-all CX metrics (although there are many examples to consider). The key is finding those metrics that work for your organization. Here are some tips:
- Metrics Employees Understand and Can Impact. Select metrics that are meaningful to employees and that they understand how they can impact.
- Individual Performance. Focus on metrics that allow each individual to evaluate their performance against previous performance, not against the performance of others. When you are trying to improve CS, it is essential that individuals achieve improvement and that the sum of individual progress lifts team performance.
- Keep Measurements Simple. Individuals must understand and recognize their performance to know how to improve. Simple, clear metrics remove ambiguity from results and eliminate the perception of bias. [This is also critical for those administrating the compensation program. It should be easy and fast for them to calculate the payouts.]
- Accurate and Timely Reporting – Well-designed CX reporting depends on timely and accurate data. Develop and maintain a solid reporting system to store, analyze and provide timely reports.
Performance that you reward is likely to be repeated. That’s why we have CX-linked incentive plans! However, employees will need time (and coaching) to achieve optimal CX performance. Employees will naturally focus on behaviors that get them the most bonus, so the incentive program must be well-designed, monitored, regularly reviewed, and in place over time. Not doing so will not deliver the expected and desired results and could negatively impact employee morale and motivation.
How is your CX-linked comp plan working? Let’s talk! Contact OvationMR today.