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HR Magazine, February 2004 - Making it Work

By John Kiska  2/1/2004

HR Magazine, February 2004

Vol. 49, No 1


For a pay-for-performance program to be successful in promoting excellent customer service, experts say HR should consider the following issues:

  • Clarity. Employees must have a clear understanding of how customer satisfaction is measured.

  • Consistency. Measurement methodologies must remain constant from year to year to ensure that employees trust the scores.

  • Coverage. Performance-based pay tied to customer feedback should apply to all levels of the organization.

  • Communication. Results of the customer feedback survey process should be communicated to staff on a regular basis.

  • Continuous improvement. A long-term commitment is required, because it takes time before operational changes will result in improved customer satisfaction scores.
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