Quote:
Originally Posted by alkar
... now we're looking at using customer feedback systems as a way to measure staff performance more objectively.
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This is a great idea. But I can think of a few large organisations who would end up managing an awful lot of underperforming staff!
Although I suspect the poor attitude of staff in some retail organisations is down to the way they are treated by their employers.
One difficulty in gathering feedback from customers is that they may be most likely to provide feedback when they are very unhappy with the service received. Some (a lesser percentage) will give feedback when they have a very positive experience, but people are very unlikely to give feedback when their experience was simply acceptable. So the feedback system needs to be very easy to participate in and you may need some form of incentive for the customers.
There are other issues to consider in a retail environment such as a supermarket. Customers may be irritated by other factors which are out of the control of the customer facing staff, such as poor stock levels, or long queues at the checkout tills, which would probably be down to the store manager.
When it comes to supermarkets, see if you can find out how Waitrose does it in the UK. I don't know how they measure performance but their service standards are fantastic (at least they were last time I experienced them).
Perceived objectivity (fairness) and staff retention
Linear Mode
