3 ms·

So I guess at that point "wait time" just becomes a vanity metric? Or to show their clients "we only make callers wait X amount of time compared to our competit

• rtkwe 7y ago
  I think it does become a vanity metric at that point at least in terms of actually successfully improving customer experience. For their clients though it was an extremely valuable thing to be able to game because it could determine if they made a bonus payment or not. There's the old adage that as soon as a metric becomes a goal it ceases to be a good metric because it starts to be gamed. It's probably not universally true but it shows up again and again in things like NYC's COMPSTAT program where a decent idea becomes a goal without measuring the right thing and you wind up with police just harassing people because you've gotta get the number of arrests up or you'll look bad at the next COMPSTAT review.