Hello! Are there any financial institutions here that are willing to share what their benchmarks for employee and/or branch satisfaction score are? We are new to Qualtrics and like to incent our employees based on satisfaction score but aren't sure where to start for a goal.
Thanks in advance!
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Hi Anne,
We incentivize our frontline associates with CSAT performance on a quarterly basis. Our target score is a 9.0. This was a stretch goal when we initially started the incentive program back in 2014 for CSAT, but it has now become engrained and the norm. Happy to answer any other questions.
Thanks!
My personal opinion is that employees should be incetivized the right behaviors that drive CX/customer satisfaction. That means that it may not be the outcome CSAT or other score but other operational metrics like responsiveness (resolution time, first response time, etc.) or close-the-loop execution, and so on. Understand what the key drivers of your overall CX metrics are and drive your employees towards the behaviors that drive that. Incentivizing them on the outcome metrics could cause problems like gaming the system, begging for good scores, etc.
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