A portion of Medicare payments are now withheld from hospitals and paid out to those organizations that meet goals for patient satisfaction and clinical measures. While there’s considerable debate abut whether this measure will actually improve the quality of care (similar efforts in the past suggest that it won’t), there is an interesting idea here for other businesses. What would happen if companies paid incentives for customer satisfaction the same way they incentivise sales or cost controls? Conventional wisdom suggests that what gets measured, gets done. How do you measure — and reward — those who serve your clients or customers best?
