"You Get What You Measure" means you have to be smart about what metrics you pick. Instead, we've got a lot of really stupid, but "easy to track" metrics. Tod

"You Get What You Measure" means you have to be smart about what metrics you pick. Instead, we've got a lot of really stupid, but "easy to track" metrics. Today's top-line is easy to track, how much you've burnt through customer goodwill for tomorrow isn't. You also see a lot of metrics engineered to be gamed. NPS probably meant something in some early original use case, but it's turned into the universal consensus that we're not allowed to actually say "I only got 4.5 star service" out of fear the $10-per-hour schlub giving us that service will be punished for things outside his control. I wonder-- we know what theoretical research for things in CS and IT look like, but are the "academic" sides of business schools trying to come up with better metrics?