Tying Employee Incentives to Customer Satisfaction

A suggestion for improving organization's customer service comes from Walker Information Inc., a company that provides customer loyalty management solutions. Walker suggests using customer satisfaction ratings for employee performance reviews and bonus programs. The selected measures should be simple and easily understood, factors that employees can affect and known to drive successful business performance. Make goals fair, reasonable and attainable, involve employees in goal setting when possible. Build support by involving employees in program development.