I agree with this section: ““It’s usually well intentioned, but it’s just a horrible idea because your team starts caring more about their score,” Reichheld said. “That drives their bonuses or their continued employability, and so you get begging and pleading for scores.”
The effect becomes more pronounced as it reaches frontline employees. No one wants to get their Uber driver fired just because they were a little late, which means they’ll give a top score even if their ride wasn’t actually perfect, according to Reichheld.
“You would think that’s a promoter at five stars, but it’s not,” Reichheld said. “It just means no fireable offense, and when you get that kind of grade inflation you weaken real feedback. It’s just a big waste of activity if it only captures the criminals and the real underperformers.””
