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The best measurement tools create accountability not just for productivity or performance, but for customer experience. They apply this method to small groups. At Enterprise, a team must be just the right size to be able to accurately assess who is pleasing customers and helping the team as a whole. That's why the “Vote” method – discussed in Chapter 4 – is effective. Similarly, HomeBanc collected customer feedback metrics from 70% of customers and used this data to monthly rank all sales and processing teams. This index allows managers to promptly monitor the performance of each group throughout the organization.
It is difficult to imagine how this type of measure could be applied in other situations. For example, in medicine, every organization strives to achieve high-quality results at the lowest cost, but most of them are calculating such a large amount of data for so many departments that they deviate from the common goal. Is there a better measurement method than the proportion of patients - former customers - who enthusiastically recommend a hospital, clinic or rehabilitation equipment to their friends and relatives?