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Measurement and Perforemance.

Part of the CX Centric Customer Centricity Maturity Model

WHAT ARE MEASUREMENT AND PERFORMANCE?

Focusing on Measurement and Performance enables an organization to understand how profitable its efforts are, as well as the value it delivers to its customers and other stakeholders. It is important to have a clear picture of how your organization is currently performing, both from an internal/operational perspective, as well as from the customer’s perspective. As we improve the Customer Experience it is important to ensure that your organization and its customers are reaping the benefits of these changes and to ensure that these changes drive business growth.

Three Dimensions of Measurement and Performance

customer-centric kpi alignment

CUSTOMER-CENTRIC KPI ALIGNMENT

Develop framework and linkage of improved experiences to business outcomes (growth, attrition, profitability, etc.).

measure and report

MEASURE AND REPORT

Ensuring Develop infrastructure and mechanisms to capture CX data (surveys, operational data, customer behavior, word of mouth, financial performance, etc.).

take action

TAKE ACTION

Regularly review CX metrics and feedback at all levels of the organization and take action.

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CONTINUOUS LEARNING
LEARN ABOUT  EMPLOYEE EXPERIENCE

WHY ARE MEASUREMENT AND PERFORMANCE IMPORTANT?

  • Can be used for compensation, stimulating improvement, and decision making relating to employees (such as promotion, transfer, dismissal, or separation from service)
  • Staff development
  • Identifying the areas that need attention
  • Enhancing motivation within employees
  • Improving communications and strengthening accountability
  • Shows how effectively the organization uses its resources
  • Identify opportunities for ongoing improvement
  • Identify whether an organization is “winning” or “losing”
  • Assists in setting goals and monitoring trends
  • Provide the inputs for analyzing the sources of errors or underperformance

TRAINING OFFER

Interested in Training on Customer Experience?

We have a strong selection of workshops available to support you and your team.

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REFERENCES

  • de Waal, A., A. (2010). Performance-driven behavior is the key to improved organizational performance. Measuring Business Excellence, 14(1), 79-95.
  • Farris, J. A., van Aken, E., M., Letens, G., Chearksul, P., & Coleman, G. (2011). Improving the performance review process. International Journal of Operations & Production Management, 31(4), 376-404.
  • Goh, S. C. (2012). Making performance measurement systems more effective in public sector organizations. Measuring Business Excellence, 16(1), 31-42.
  • Ku, S., & Kim, C. (2020). Development of a model for maintenance performance measurement: A case study of a gas terminal. Journal of Quality in Maintenance Engineering, 26(1), 69-86.
  • Secundo, G., & Elia, G. (2014). A performance measurement system for academic entrepreneurship: A case study. Measuring Business Excellence, 18(3), 23-37.
  • Yaghoobi, T., & Haddadi, F. (2016). Organizational performance measurement by a framework integrating BSC and AHP. International Journal of Productivity and Performance Management, 65(7), 959-976.
  • Voordt, T. J. v. d., & Per, A. J. (2018). Measurement and benchmarking of workplace performance: Key issues in value-adding management. Journal of Corporate Real Estate, 20(3), 177-195.

Want to take the CX Centric Customer Centricity Maturity Assessment?

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