Gaming the system can paralyse customer experience
From Uber to Australian customer call centres, it seems everyone’s desperate to get customer feedback. But when gaming the system comes into play, that five star rating doesn’t seem so innocent anymore, writes Darren Bowman.
The business world has its fair share of instances where employees, particularly those working directly with customers, try to game or even cheat an incentive system in order for financial or other reward.
In one example, a Silicon Valley software company started offering small cash incentives to its employees for finding and fixing bugs in its code.
Unfortunately, the employees responded to this incentive by deliberately writing more bugs, which were then conveniently monetised through the process of “finding” and “fixing”.
Look at the success we had with it!