Every leadership team should have insights into the views of both employees and customers in order to make informed decisions based upon data.

The Gazelles Rockefeller Habits checklist has 2 points to track employee data and 2 points to track customer data. One of the points for each is quantitative and one is qualitative.

For customers we have the Net Promoter Score (Quantitative) and the 4Q tool(Qualitative).

The 4Q tool consists of four questions asked on a customer call;

  1. How are you doing?
  2. What’s going on in your industry?
  3. What do you hear about our competitors?
  4. How are we doing?

For employees we have the Employee Net Promoter Score (eNPS) and the Start Stop Keep (SSK).

The SSK is three questions asked of an employee;

  1. What should we Start doing?
  2. What should we Stop doing?
  3. What should we Keep doing?

When a leadership team has both quantitative and a qualitative data to act upon they are able to make fully informed decisions that are more likely to be in line with employee or customer needs.

In the video below Synetics Solutions  demonstrate how they use the Start Stop Keep tool to help the leadership team make fully informed decisions at Strategic Planning Sessions.

Start Stop Keep

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