Taking Our Pulse (Metrics that Matter)

Recently, I’ve been working to get back into shape. In a past life I was an ultra-distance runner and adventure racer – completing the 125KM Canadian Death Race in 2001, a loop of the Barkley Marathonsin 2003 (considered one of the hardest running events in the world) and other multi-hour / multi-day events. Safe to say, my fitness level is not what it was then, and things I was capable of at 22 don’t come as easily at 36.

I am however, enjoying some of the new technology available for athletes. There is no shortage of gadgets and numbers to tell you how you’re doing – distance, pace, cadence, VO2 and more are all available on your watch or smartphone. While all those numbers are great, there is one feedback metric that provides the best indication of how the body is doing – heart rate. Your pulse is the overall indicator of how your body’s systems are working – and training within a target heart rate zone is the best way to ensure results.

Businesses can face metrics overload as well. Finding that key performance indicator that is most directly tied to your success is critically important.

For 365, that metric is your satisfaction. Every other number – Average Response Time, Average Minutes to Resolution, Technical Utilization, etc. must drive improved client satisfaction.

Which is why this month we have launched Client Heartbeat. This is a Quarterly survey to our key account contacts, requesting feedback on 5 key elements in our service delivery:

Accuracy
Partnership
Helpfulness
Promptness
Overall Satisfaction

These survey results now form the basis for our employee profit sharing plan – which means our entire team has a stake in ensuring your happiness.

We’re not immune to challenges, and we may not get things right every time – but we are committed to providing strong feedback mechanisms to our clients and maintaining transparency. It’s the only way that we can grow and improve.

Thanks for reading.

Michael