Aug 10
2

Can You Measure Your Core Values?

I am a big believer in the concept of “what gets measured gets managed.” So when I talk about measuring our core values, I am surprised at how often I am met with a blank stare. By figuring out how to measure them, you start to take your core values from being “airy fairy” concepts that you just talk about to making them actions that you are held accountable too. And they become real.

One of our core values at Nurse Next Door is “Wow Customer Service.” We measure how we are living this core value daily by using the Net Promoter Score, a customer service scoring system designed by Fred Reichheld. Every single day, at our morning 7 minute huddle (a stand up meeting that everyone has to attend), we review our customer service score for the day, and if any “promoter” scores or “detractor” scores occurred on the previous day.

This system not only holds our people and our franchise partners accountable to this core value, but it causes us to talk about it on a daily basis. By doing this, we are ensuring that “Wow Customer Service” is always front and centre every single day.

Shouldn’t this be the way that core values are lived?

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Posted in core values Culture by admin 2 Comments