Yola & Co. are Gaming the Net Promoter Score…

It always amazes me to see people, especially management, abuse the concept of KPI’s, the Key Performance Indicators. Instead of using them as indicator as they suppose to be, management like to use them as target for the company to meet. As soon as we are using the KPI’s as target, you set people up to game the system and one of the biggest right now (that I know of) is done by car dealers, at least in The Netherlands.