Posted by: Mark Tayar | September 21, 2009

Publicise Customer Service KPIs

On a Sydney ferry yesterday I was surprised to see a poster listing the ferry company’s key performance indicators (KPI). This poster compared the current performance of Sydney Ferries in terms of complaints, late ferries, patronage growth and service reliability.

Sydney Ferries' Performance Chart

The poster shown here was placed where any ferry rider can read it and next to the bridge so the captain sees it each day. This public display of customer service performance is a powerful way to hold all staff accountable. I wonder whether Sydney Ferries would publish KPIs if they get worse next year. But I bet these results will get better as Sydney ferrymen strive to make next year’s results something to be proud of.

Can you use public KPIs to motivate yourself and your staff?


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