When Measurement Isn’t Enough

If you’ve ever gone to the doctor for an annual physical exam (and if you haven’t, we’d suggest it…), your experience was probably something like this:

You arrive, check in with the receptionist, verify your contact information and insurance details, and are then invited to have a seat in the waiting room. Soon after, a nurse appears and ushers you to the exam area.

The first thing you’re asked to do is step on the scale, then a quick check of your height before moving into the examination room. Once there, it’s time to roll up your sleeves and have your pulse and blood pressure taken.

The nurse may then ask a few general questions about your overall health and how you’re feeling. “Any problems we need to know about today?” And just that quickly the nurse is out the door with a, “The doctor will be with you shortly.”

It’s all about the measurables, with a few quick inquiries to make sure everything’s okay. Or not.

For many organizations, gathering customer feedback has become remarkably similar. It’s all about the measurables.

And when things are going well, the quick checkup to gather the quantitative data is probably enough. Capture the data, assess it against the benchmarks, and if everything’s “normal” or better we’ll move on to other agenda items.

But when the numbers are just a bit off, or seem to be trending in the wrong direction, it’s time for a different approach. It’s time for a deeper conversation about what’s really going on, or how to find out if we don’t quite know from the information we have. It’s time to move beyond measuring the vital signs and do a more thorough examination to get at the issues behind the numbers.

How E.G. Insight Can Help:

If your current approach to customer feedback isn’t getting you all the answers you need, or the numbers just aren’t enough to spur the right actions, let’s talk. We’ll work with you to find the right way to get beyond the measurables, develop a greater understanding of the issues, and put the right plan of action in place.