Part one. The Reading
Zero and ten
A score is meaningless unless both ends are anchored to something a person can picture.
Read the transcript
Health scores and satisfaction scores share a defect that makes most of them close to useless: nobody has defined the ends. Ask a team what a ten means and you will get very happy. Ask what a zero means and you will get very unhappy. Those are restatements, not anchors, and a scale without anchors drifts with the mood of whoever is scoring. Anchoring means writing what each end actually is, in observable terms. A ten is a customer who told somebody else to buy this, unprompted, last quarter. A zero is a customer who has started evaluating alternatives. Now two people scoring the same account will land close. Test any scale you have: take one account at seven and one at four, and ask two people separately what is different.
Health scores and satisfaction scores share a defect that makes most of them close to useless: nobody has defined the ends.
Ask a team what a ten means and you will get "very happy". Ask what a zero means and you will get "very unhappy". Those are restatements, not anchors, and a scale without anchors produces numbers that drift with the mood of whoever is scoring.
Anchoring means writing what each end actually is, in observable terms. A ten is a customer who has told somebody else to buy this, unprompted, in the last quarter. A zero is a customer who has started evaluating an alternative. Now the scale measures something, because two people scoring the same account will land close.
The same discipline applies to a health score assembled from usage. Define what a score of eight means in behaviour, not in points. If nobody can say, the score is an index of an index and it will move for reasons nobody can trace.
The test for any scale in your operation: take an account at seven and an account at four and ask two people, separately, to say what is different about them. If the answers do not match, the number is noise being reported as a measurement.
Two things worth doing, neither of which costs anything
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