When it comes to appraisals, I think it’s important we have SMART Goals (Specific, Measurable, Attainable, Related & Time-Bound Goals), so there will be a clear metric to measure the performance of the employee.
Now, unlike the operations team where goals can be easily measured with numbers and targets, for the support team it can get a bit tricky with the “M” part. Because more often than not the support team is more qualitative than quantitative.
One of the metric I like to use is NPS (Net Promoter Score). NPS is widely used to measure customer loyalty and satisfaction with a company’s services/product based on a simple question, “On a scale of 0-10, how likely are you to recommend our product/service to a friend?”
For me, the support team’s role is to provide assistance to the operations team, so ops can focus in bringing in the dough into the company. So in a way, operations is support’s customer.
So, every 6 months, we will conduct a survey with our employees to evaluate our service in the support team and in the survey there will be an NPS question. I will then incorporate that result into the team’s appraisal, including mine. Because for me the dots are all connected.
If the customer is not happy, then it’s a clear indication that the team is not doing a good job. Simple as that.
#Appraisals #UpYourService #BebelBimbo
