Year: 2024
‘Would not recommend’: Why Net Promoter Score is dangerous
Would you recommend our company to a friend or colleague? This innocent-sounding question has spawned a multi-billion dollar measurement industry. The Net Promoter Score (NPS) has become the default measure of customer satisfaction and loyalty for most major corporations. Two-thirds of Fortune 1000 companies use it. There’s just one small problem – it doesn’t work.…
6 Disadvantages of a Balanced Scorecard
The balanced scorecard (BSC) has been a buzzword in performance management since Kaplan and Norton introduced it in the ’90s. But is it as flawless as it seems? Before making it part of your performance measurement and strategic plan, let’s check out some surprising downsides you need to know. 6 Biggest Disadvantages of Balanced Scorecards:…
5 Advantages of a Balanced Scorecard
Developed in the early ’90s by American management consultants David Norton and Robert Kaplan, the balanced scorecard (BSC) has quickly become a go-to tool for performance measurement and strategic planning. In fact, around half of Fortune 1000 companies in the USA and 40% of large European firms now rely on it (Source:Â Bernard Marr). At its…
How to Get Staff Buy-In for KPIs in 5 Steps
Let’s be honest-talking about ‘KPI buy-in’ might be a bit of a stretch at first. In most cases, when you’re rolling out key metrics, what you’re really aiming for is to avoid resistance and persuade people to comply with gathering the data. Truly getting employee buy-in usually only happens once people start seeing the actual…