{"id":1878,"date":"2012-08-22T11:00:14","date_gmt":"2012-08-22T10:00:14","guid":{"rendered":"http:\/\/www.idenk.co.uk\/blog\/?p=1878"},"modified":"2012-08-20T20:30:47","modified_gmt":"2012-08-20T19:30:47","slug":"fashions-in-measurement","status":"publish","type":"post","link":"https:\/\/www.idenk.com\/blog\/fashions-in-measurement\/","title":{"rendered":"Fashions in measurement"},"content":{"rendered":"<p>For a while now we have been interested in (and supporters of), <a href=\"http:\/\/en.wikipedia.org\/wiki\/Net_Promoter\">\u201cThe Net Promoter Score\u201d<\/a>\u00a0 as an indicator of customer views \u2013 and also the likely success of an enterprise. \u00a0You can see some of our ideas applied to health care half way down this 4 year old <a href=\"http:\/\/www.idenk.co.uk\/business_briefing\/2008_sept.shtml\" rel=\"nofollow\">Business Briefing\u00a0 <\/a>on the trickiness in gauging satisfaction with the NHS.\u00a0 And this year the Government outlined its plans to roll out the so called <a href=\"http:\/\/www.guardian.co.uk\/society\/2012\/may\/25\/patients-rate-hospitals-family-test \" rel=\"nofollow\">\u2018friends and family test\u2019<\/a>.<\/p>\n<p>So why this piece\u2026just as some organisations are getting into this sort of metric, others are moving out. Tripadvisor seems to have stopped collecting and publishing\u00a0the \u2018would you recommend\u2019 question.\u00a0 And we know Facebook asks only about \u2018liking\u2019.<\/p>\n<p>If we believe <a href=\"http:\/\/en.wikipedia.org\/wiki\/Goodhart%27s_law \">Goodhart\u2019s law<\/a>, there are good reasons to be very wary of measures \u2013 for when they become goals they are open to (possibly unconscious) gaming.<\/p>\n<p>Commerce and Public services beware.\u00a0 We are all only (actually) human after all.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>For a while now we have been interested in (and supporters of), \u201cThe Net Promoter Score\u201d\u00a0 as an indicator of customer views \u2013 and also the likely success of an enterprise. \u00a0You can see some of our ideas applied to health care half way down this 4 year old Business Briefing\u00a0 on the trickiness in [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[25],"tags":[147],"_links":{"self":[{"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/posts\/1878"}],"collection":[{"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/comments?post=1878"}],"version-history":[{"count":16,"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/posts\/1878\/revisions"}],"predecessor-version":[{"id":1909,"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/posts\/1878\/revisions\/1909"}],"wp:attachment":[{"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/media?parent=1878"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/categories?post=1878"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.idenk.com\/blog\/wp-json\/wp\/v2\/tags?post=1878"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}