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No, not really. I think it’s similar to NPS. It’s visible to the store clerks to allow them to correct their mistakes on the spot, instead of having to involve
by notimetorelax 9y ago
No, not really. I think it’s similar to NPS. It’s visible to the store clerks to allow them to correct their mistakes on the spot, instead of having to involve corporate teams. It’s the same idea as the one behind short development cycles. It gets you faster to the goal. And the ultimate goal for the company is to provide good service and not to have another way to evaluate employees.
- gowld 9y agoHow could store clerks correct or even understand their mistakes just by seeing a frowny push? The data most likely do go to corporate (which will return to the PoS as retribution), as evidenced by distress seen on the staff's faces when the frowny button was pushed. NPS is a disaster. Since it's directly tied to financial consequences for staff, (1) staff beg for 10s, (2) anyone who knows how NPS works and has a conscience always gives 10 in order to protect staff from maangemetn abuse.
- amenod 9y ago> How could store clerks correct or even understand their mistakes just by seeing a frowny push? Because they are humans? Doesn't everybody learn from their mistakes? Some are worse at it than others, sure, but that's what upper layer of data analysis is for...
- fenwick67 9y agoYup, classic Skinner Box stuff. A few quick zaps and the rat will learn pretty quick. But every day it will dread going into the box more and more.
- mseebach 9y agoThat's just cheap cynicism. There's also the positive reinforcement from being confirmed as having done a good job.
- PhasmaFelis 9y agoI've worked as a store clerk. You don't get positive reinforcement for doing a good job. You just get yelled at if you screw up. Or somebody else screws up. Or nobody screwed up but the manager expects you to be superhuman.
- mseebach 9y agoThat's the point, if there's a HappyOrNot terminal, you do.
- nsgi 9y agoA frowny push doesn't tell you what mistake you've made, it forces you to guess what's going through the customer's head.
- jdmichal 9y agoI never understood why they even bother with 5- or 10-point systems when the only "good" signal is a 10. If that's all you want to collect, just ask me if I was happy or not. Don't give me a bullshit range and hope I know that only the most sparkling of reviews will save the employee I actually like.
- mseebach 9y agoBecause these people aren't doing NPS, they're doing cargo cult Goodhart management. NPS has ten steps because that granularity allows you to track improvements even in good teams. If all you're doing with NPS is taking people out back and shooting them for a 9, then you're missing out on a lot of value.
- marcosdumay 9y agoDoing NPS is impossible, because nobody will use the intermediate ratings. Besides, people are pretty much incoherent about what is the difference between a 3 and a 7. Some people's 3 are a much higher rank than other people's 7. Putting 10 options in front of random people is mostly useless. There are very few places where it will lead to meaningful choice.
- hinkley 9y agoNetflix documented this pretty well. They also know that a 3 on a Monday means something different than a 3 on Friday night, even from the same person. These and other things came out of the competition to improve the success rate of the recommendation system.
- caf 9y agoThe NPS scoring I'm familiar with counts 9 or 10 as a +ve, 7 or 8 as neutral and 6 or below as a -ve.
- nitwit005 9y agoOne would imagine they could see the frown on your face, without needing to press a button to show the current state of what you're feeling.