Here’s the take away for Executives.
Despite your best endeavours, you may have 'defeat devices' installed in your organisation. To ensure this is not the case, you have to engage the source data.
What does this mean?
- Even if your Net Promotor Score is a whopping 80%, you, personally, should still verify the data by engaging with customers.
- Even if your employee engagement surveys tell you things couldn’t be better, you still need to confirm this by walking, talking and listening.