This highlights the dangers of KPIs in general. Sure, a good doctor goes through more claims than a bad doctor... but if you take away the ultimately outcome g

This highlights the dangers of KPIs in general. Sure, a good doctor goes through more claims than a bad doctor... but if you take away the ultimately outcome goal of helping patients, you can go through a lot more a lot faster. "My goal is to close tickets... anything I can do to reject a claim gets me to a closed ticket and gets me a bonus." Multi-dimensional KPIs can help, but any time you have a raw number metric you'll need to sanity check on them. When dealing with customers, including customer satisfaction scores is a no-brainer. A lot of companies, Amazon comes to mind, have a "how's my driving" link in their email signatures.