Hello All,

 

I am working on preparing a proposal of an incentive scheme for employee who have delighted the customers in past through their work and will used in future as well.

 

If I have to derive the rewards for employees ,as a first step I will have to define what is customer delight and how I will measure it.

 

After defining the parameter for measuring the customer delight, I should have various degrees of same, so that I can assign the reward amounts.

 

Can anyone provide me some guidelines on how to define and measure it?  I can’t consider NPS% in this initiative since it is  individual

 

Regards,

Gopi

CUSTOMER DELIGHT, means:

n“Do it better than Competition,†or

n“Be the best,†or

n“Give the customer a little more than they expect.â€

Hi Gopinath,

I am not sure if your organisational circumstances provide an opportunity for customer to provide rating or appreciation for identified individual employees. If yes, is there a possibility of keeping it unbiased or beyond influence. Measurement of delight is highly dependent on perception and I feel we should get it from the horse's mouth.

If the above is feasible, an "above expectation" feedback qualifies for customer delight while "met expectation" is satisfaction - I am just using hotel industry approach here.

Hope this helps.

Hi.

 

step 1: Create a questionnaire ( each question should enable customer response to be measured on a scale rating of 1-4 (worst to best))... e.x.. a. did i answer your question b. how would you rate your user experience  c. how satisfied are you with my response d. how relevant was my support 

 

all these answers on a scale of 1-4 can be collected and start measuring

 

step 2: score each question

Step 3: you have data

step 4: construct a hypothesis

Step 5: assign a confidence interval

step 6:  test the above questionnaire and see if it helps you identify exactly your top performer (accuracy of questionnaire)

step 7. improve the questionnaire using the step 6 as a loop.

step 8: standardize the questionnaire.(control)

 

reward employee based on above  ....

 

hope this helped.

 

Ashok