Client Feedback Tool
  • What is measured tends to improve

    Posted on March 4th, 2009 Ryan Suydam No comments
    What is measured tends to improve

    In the late 1920’s, at the Hawthorne Works factory near Chicago, management began experimental changes to the worker environment and measured the impact on productivity.  Initially, the lighting level was increased for the workers, and productivity improved.  When the lighting level was reduced, productivity increased.  Additional experiments led to similarly inconclusive results.

    Later, in the 1950’s, psychologists summarized the findings as the “Hawthorne Effect” stating that, quite simply, just being measured improved productivity.

    The same principals apply to design firms today.  As a leader of a firm, team, or project, you want to ensure that all project participants are taking care of the client with the best possible care.  Until now, there has been no way to measure the client relationship objectively.

    Using a feedback system like ours, and putting it in the hands of anyone who interacts with clients, you now have the tools to measure and track the health of client relationships.  Knowing they are being measured, your designers, engineers, and architects will naturally tend to improve the service they provide – regardless of what the actual feedback results are.  Combining this Hawthorne Effect improvement with the insights you receive through regular feedback checkups will give you and your staff unprecidented ablity to exceed your clients’ expectations.

    In this market, there can be no better way to thrive than to take better care of your clients than anyone else.

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