7 Metrics That Tell You Everything Except If Your Badge Is Trash
“Did you hit the ‘Extremely Satisfied’ button yet?”
“I’m looking for the ‘Actually, the Seal is Wrong’ button, but it seems to be missing from the menu.”
“Just give them the five stars, Marcus. The Chief wants the paperwork closed before the budget meeting at , and the auditor is already breathing down our necks about the Q3 equipment lag.”
Marcus Vance turned the piece of metal over in his palm, feeling the sharp, unfinished edge of the pin catch against his thumb. It was on a Tuesday, and he was currently engaged in the most common form of modern corporate fiction: the post-purchase satisfaction survey. He shifted his posture, pulling a stack of requisition forms toward him and leaning in close to the desk-the universal body language of a man far too busy to be interrupted by a supervisor’s casual stroll past the office glass.
The email on his screen was bright, cheerful, and relentlessly focused on his “journey.” It asked if the website was intuitive. It asked if the customer service representative, a woman named Chelsea who had a very pleasant phone voice, had been professional. It asked if the shipping notification had arrived in a timely manner.
7 Metrics That Tell You Everything Except If Your Badge Is Trash Read More »