Issa Elkhoury sat down with Srinath Alamela, to chat about making CSAT results public extending transparency.
Issa, let us chat a more on transparency?
Sure Srinath - Do you want to talk about transparency in performance measurement?
That is a great place to start. You know we piloted it internally in Product Development and it has borne great advancement for us. Our HR complaints have been trending down and in the last 2 years, I have had zero escalations.
Yes Srinath. That is quite remarkable and what a monumental shift from where we were before 2008.
What that has also done Issa is that it has given me and you free time to do what we should be doing, streamlining policies and planning for future.
True. Before we embarked on this journey, we were spending way too much time in execution. That is definitely been a direct benefit of transparency. What else do you foresee?
What do you mean?
I mean can you talk about our plan to publish customer satisfaction surveys on our website?
Sure. I think our industry is way behind B2C in having publicly available ratings. Why don't we take the leadership here?
Aren't there risks with it?
Of course there are. But also note that without risks there are no returns. I am not even worried about that. I am worried about quite the opposite.
Which is?
What happens when you hide stuff?
You mean other than mistrust?
Yes other than mistrust. What do our parents and other elders say about hiding things under the carpet?
Oh yes the dirt never goes away. The best thing is to not have carpets.
Precisely Issa. In the context of customer satisfaction, the internal pressure on you is always there to improve and get better, if there is no proverbial carpet. The Amazons and Yelps have changed buying behavior. Of course I am not saying the five star rating is always reliable in commerce sites for many reasons (such as fake reviews), but in our case it is Kosher as we have been diligently conducting it for while now and we do not hide customer names, like we demonstrate on testimonials,unlike some of our competitors.
Yes Srinath. This is the next logical step. It will not only set the new standard but also help us get better. So when will we be publishing them?
Pretty soon Issa
Great. Once it is done we go back to IPA?
May be - but for sure one day!
Issa, let us chat a more on transparency?Sure Srinath - Do you want to talk about transparency in performance measurement?That is a great place to start. You know we piloted it internally in Product Development and it has borne great advancement for us. Our HR complaints have been trending down and in the last 2 years, I have had zero escalations.Yes Srinath. That is quite remarkable and what a monumental shift from where we were before 2008.What that has also done Issa is that it has given me and you free time to do what we should be doing, streamlining policies and planning for future.True. Before we embarked on this journey, we were spending way too much time in execution. That is definitely been a direct benefit of transparency. What else do you foresee?What do you mean?I mean can you talk about our plan to publish customer satisfaction surveys on our website?Sure. I think our industry is way behind B2C in having publicly available ratings. Why don't we take the leadership here?Aren't there risks with it?Of course there are. But also note that without risks there are no returns. I am not even worried about that. I am worried about quite the opposite.Which is?What happens when you hide stuff?You mean other than mistrust?Yes other than mistrust. What do our parents and other elders say about hiding things under the carpet?Oh yes the dirt never goes away. The best thing is to not have carpets.Precisely Issa. In the context of customer satisfaction, the internal pressure on you is always there to improve and get better, if there is no proverbial carpet. The Amazons and Yelps have changed buying behavior. Of course I am not saying the five star rating is always reliable in commerce sites for many reasons (such as fake reviews), but in our case it is Kosher as we have been diligently conducting it for while now and we do not hide customer names, like we demonstrate on testimonials,unlike some of our competitors. Yes Srinath. This is the next logical step. It will not only set the new standard but also help us get better. So when will we be publishing them?Pretty soon IssaGreat. Once it is done we go back to IPA?May be - but for sure one day!