How to measure and incentivize behaviours that matter

<p>Over the years &nbsp;I have seen some pretty horrendous performance and feedback structures. Long, wordy forms and documentation with open text fields, confusing questions, and impossible quantities of qualitative data to produce (and synthesize).</p> <p>Some of the performance review and appraisal processes I have encountered have been just ineffective, others have been almost offensive.</p> <p>I am on a personal mission to demystify and &ldquo;<a href="https://www.amazon.com/Built-People-Experience-Management-Principles/dp/1398608025/ref=zg_bsnr_491602_sccl_9/130-4778929-1008248?psc=1" rel="noopener ugc nofollow" target="_blank">productise</a>&rdquo; how your team are working together and performing, and the current way we do that is really not a great customer experience.&nbsp;<strong>Why are we so terrible at it, and could the basis of our failing be that we are focussing on<em>&nbsp;too much&nbsp;</em>because we aren&rsquo;t quite sure what really matters?</strong></p> <p><img alt="" src="https://miro.medium.com/v2/resize:fit:220/1*srMKp1LLZZ9y_48oR4w4MQ.gif" style="height:167px; width:200px" /></p> <p>It hurts.</p> <p>In my approach to People Operations,&nbsp;<a href="https://jessicamayzwaan.medium.com/people-ops-as-a-product-8976f70f025c" rel="noopener">I approach the employee experience as a product</a>, and one which is strategically connected to your other two products: the customer product, and the investment vehicle. With this mindset, I think about performance review as a &ldquo;customer health-score&rdquo; of sorts.</p> <p>So how do we find out if our customers are healthy usually? Two main ways come to mind, one is self-reported, and one is a behavioural output (which I enjoy, but can be harder).</p> <h2>NPS</h2> <p>NPS (Net Promoter Scores) scores are nothing new, and they split a crowd:&nbsp;<a href="https://loopinput.com/why-i-hate-nps-with-a-passion/" rel="noopener ugc nofollow" target="_blank">some hate them</a>,&nbsp;<a href="https://visible.vc/blog/nps/" rel="noopener ugc nofollow" target="_blank">some love them</a>.&nbsp;<a href="https://fridaypulse.com/insights/the-fundamental-flaws-of-the-enps-and-why-the-happiness-kpi-is-the-answer" rel="noopener ugc nofollow" target="_blank">The same is true</a>&nbsp;for the identical metric in People Ops, ENPS (Employee Net Promoter Scores). The two primary (and there are plenty) reasons I dislike NPS:</p> <p><a href="https://medium.com/peerful/behaviours-that-matter-b9d4c9dd4e86"><strong>Click Here</strong></a></p>