Customer focussed KPIs
Pieter Koenis - September 01, 2019
Have you ever tried to conduct the “5 times why” research method on yourself? I like to do it every now & then to unveil underlying motives I’m not aware of. For me it's a way to check-in with myself to see if these motives are the motives I really want to apply. Often they're not. Often they are a result of unconscious routine processes that doesn't give me the best result in the end.
I did this once with the business KPIs we had in place at Highside (a messaging API platform, now acquired by Messagebird). I asked myself 5 times why we had these KPIs. It struck me that the motives always where internally focused. Things like making more profit, growing business and getting more recognition. It made me feel selfish and it annoyed me that our customers were not represented in the motives for our KPIs.