Livework studio

Have you ever heard of ‘Goodhart’s law’?

"When a measure becomes a target, it ceases to be a good measure."
Unfortunately, some of the most striking examples of this law can be found in measuring customer experience. For example, using the Net Promotor Score (NPS) as an employee feedback system.

This maybe has the noble goal to incentivise your employees to become more customer-centric. But it often results (also) in your employers asking for a good review.

Have you ever cheated the metric system for good targets? Or were you asked to cheat for your service provider? Let us know in the comments!

Livework is proud to participate in the first edition of the Service Design Global Café event tomorrow!

Measuring service performance is a hot topic and for this upcoming session Liveworker will take the virtual stage and explain how we do this at Livework. The session will be hosted by Brian Gillespie and Birgit Mager.

What to expect?

✅ Liz will present her Touchpoint article ‘A Better Approach to Measure Service Performance’
✅ Q&A with the author
✅ Exciting breakout sessions for networking!

Sounds interesting? Grab your coffee and sit with us on November 3rd at 15:00 CET.

Register now through your SDN Membership Dashboard under the Discounts Section.