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Thank you for presenting a clear overview. So many times, metrics are faulty because they measure things not relative to the outcome.

Tying compensation to customer feedback is like teachers earning pay for test results. It's a stick wicket.

What reliable sources do you have to structure the questionnaire or instrument to obtain your feedback? That's a discussion I'd like to have.


Michelle Cubas

Good question, Michelle - although structuring customer feedback instruments is probably beyond what I am qualified to advise on. Others?

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