Nearly 93 percent of information technology companies believe that employee compensation should be tied to specific customer satisfaction and loyalty criteria.
Among the key benefits of making the correlation of salary or bonus pay to customer/satisfaction loyalty, according to a survey of 145 companies by NFO Prognostics, were "motivating employees" and "increasing company's responsiveness to customers." These two benefits received importance ratings of 8.3 and 8.8 respectively on a scale of one to 10.
About one third of the respondents (54) of the 145 participants indicated that that their companies currently compensate based on customer satisfaction at some level. Among companies in the survey not currently having a customer satisfaction/loyalty based compensation scheme, nearly 70 percent stated that they felt that there was "no good formula" for compensating based on customer satisfaction. Nearly 60 percent cited the absence of "accurate, reliable data measures" to apply to the compensation method.
But despite these obstacles, the study overall revealed that IT companies are not questioning whether they could be compensating employees based on customer satisfaction but how they should be doing it.
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