This is how literally everything in corporate America works. You start with a good idea. It gets turned into a metric. Targets for this metric are assigned at v

This is how literally everything in corporate America works. You start with a good idea. It gets turned into a metric. Targets for this metric are assigned at various levels in the management hierarchy. Bonuses are made dependent upon meeting the target for the metric. Eventually everyone forgets the initial objective and just focuses on managing the metric. I work in consulting, client satisfaction is obviously very important, leadership made the determination that NPS is the best way to measure csat, we all have NPS targets, our bonuses are tied to them, so what does everyone do? They only send NPS surveys to specific clients they know will give a good score and then they spend time and effort to make sure the client follows up and does in fact give a good score. Everyone manages the metric, same as with the DE&I stuff.