{"id":918210,"date":"2018-12-05T12:09:02","date_gmt":"2018-12-05T20:09:02","guid":{"rendered":"https:\/\/heartofthecustomer.com\/?p=5175"},"modified":"2018-12-05T18:40:42","modified_gmt":"2018-12-06T02:40:42","slug":"stop-bribing-your-employees-for-good-nps-scores","status":"publish","type":"post","link":"https:\/\/customerthink.com\/stop-bribing-your-employees-for-good-nps-scores\/","title":{"rendered":"Stop Bribing Your Employees for Good NPS Scores"},"content":{"rendered":"
We\u2019re early in Customer Experience (CX) capability development, and I absolutely love it! We\u2019re discovering the best practices that our successors will take for granted; \u201cof course that\u2019s how you do it.\u201d<\/p>\n
Unfortunately, being in this early stage means that some \u201cbest practices\u201d aren\u2019t. Some actually hinder the goal of improved CX \u2013 to create loyal customers who love your brand and come back time and again.<\/p>\n
One \u201cbest practice\u201d that can create a terrible customer experience is paying employees to achieve good NPS, or Customer Satisfaction, scores. This needs to stop.<\/p>\n
The idea comes from a good place. We know that incentives drive behavior. The research is clear that, even though we all feel we\u2019re <\/i>immune to it, pay sure seems to drive everybody else, so why wouldn\u2019t <\/i>you pay people to improve customer scores? Especially if we know (or believe) that these scores link with true loyalty.<\/p>\n
It\u2019s the law of unintended consequences. Paying people for better NPS scores can result in a downgraded customer experience even when those scores improve.<\/p>\n
Paying for scores is using a sledgehammer \u2013 a big, heavy tool without nuance. Incented employees will go to great lengths to receive that pay. We\u2019ve all had this car dealership experience: \u201cis there any reason you couldn\u2019t give me a 10?\u201d It gets worse! I\u2019ve even been told, \u201cwe measure our success through survey scores, and I get in trouble with my boss if I don\u2019t get a 10,\u201d and \u201cmy performance is measured by your scores for overall satisfaction, so please consider that when filling out your survey.\u201d This last example was from a Microsoft support rep \u2013 it happens everywhere!<\/p>\n