Only Way to Improve Experience

When we seek to measure employee or customer experience, we must do two things:

1. Understand the desired outcomes by ASKING
2. Measuring the progress against the outcomes by ASKING

You will never understand what people want without asking them. For clarity, this is not the same as a survey after the resolution of an Incident or fulfillment of a Request.

If you understand how poorly we measure outcomes throughout the history of service delivery, then you know that we must do better. This includes both WHAT we do and HOW we do it.