Has anyone had experience in putting in place objective staff measurement systems in retail/customer facing environments?
Until recently we've been focused on manager appraisals but (particularly in retail operations) now we're looking at using customer feedback systems as a way to measure staff performance more objectively. It seems like there's an opportunity to align every thing to what affects the company's bottom line and reward employees for customer satisfaction levels.
We're looking at SMS based and web based customer feedback systems with location and time specific reporting.