“Periodic tracking and measuring allows for objective assessment.”

Why are they contacting us? What do they want to know? Periodic tracking and measuring of activity is used to measure outcomes and results. It allows us to avoid over reliance on anecdotal inputs.

The sample document provided here shows the results of tracking an Employee Service Center staff’s interactions with employees.

The purpose is to understand the results of programs in play, and better know where interventions, education, communication or other activities or interventions should be targeted.

For example, the data shown above lets us see that there are many customer calls and visits related to benefit programs.

Knowing this allows communications to be more focused on the types of things important to employees. It guides specific articles and updates in the employee newsletter, and lets us make decisions about other targeted communication and education, such as an email newsletter directed to leaders.

The purpose is not to track activity as an outcome, but to track activity and volume as one “outcome” indicator of programs or initiatives.

This data allows us to focus our attention on those things that are important to our customers. This is a core part of our customer service strategy.