Tip 3 - Steer clear of linking individual Net Promoter Scores to individual remuneration . The aim is to improve the customer experience , not encourage gaming (“ Please give me a 10 ”) and create debate about the statistical robustness of the scores .
# 4 FEEDBACK FOR STAFF COACHING
The annual performance review is dying . Many companies - such as Accenture , Adobe , Dell , Microsoft , IBM , Deloitte , PwC and GE – are dropping it in favour of regular coaching and feedback .
The annual review just doesn ’ t work . Here ’ s a few findings from recent studies :
90 % of employees find scheduled performance reviews not just ineffective , but painful ( Society for Human Resource Management ).
Annual reviews actually decrease performance almost a third of the time ( Psychological Bulletin ).
78 % of HR managers say they think the annual performance review isn ’ t effective in improving employee performance ( HCI ).
Transactional surveys gather a constant stream of customer feedback that team leads can use for coaching their support staff .
“ The central technique of the Net Promoter System - the one with the greatest impact - is to provide each individual piece of customer feedback as soon as possible to each of the employees who were involved in the transaction that produced that feedback ”
~ Bain & Company
The ability of a manager to provide regular , honest feedback is strongly correlated to employee engagement .
A survey conducted by leadership trainers Zenger Folkman that looked into the feedback practices of 22,000 leaders around the world found that leaders who scored in the top 10 percent on giving feedback had employees who were three times more engaged than employees with leaders scoring in the bottom 10 percent .
58 % of HR executives consider reviews an ineffective use of supervisors ’ time ( Deloitte ).
Managers spend an average of 210 hours / year on meetings , discussions and other activities relating to performance reviews ( CEB ).
Instead of the annual review , timely feedback is what your IT staff want and need . And what better feedback can there be for front-line staff , than feedback from the customers they support ?
According to PwC research , 60 % of employees would like feedback on a daily or weekly basis . This number increased to 72 % for employees under age 30 . 80 % of Gen Ys said they prefer on-the-spot recognition over formal review .
“ We ’ re done with the famous annual performance review , where once a year I ’ m going to share with you what I think about you .
That doesn ’ t make any sense .
Performance is an ongoing activity . It ’ s every day , after any client interaction or business interaction or corporate interaction ”
Engagement & Customer Centricity
The link between feedback and employee engagement is very important for a customer-centric culture :
Employee engagement and customer satisfaction are strongly correlated .
The more engaged your support staff , the more satisfied their customers will be . And this has been shown to work both ways . Don ’ t expect disgruntled staff to provide great service . And don ’ t expect staff to stay engaged for long if their days are filled with upset customers .
15 itSMF Bulletin — November 2017