Tag: #GoodhartsLaw

Ever been asked to “give us a 10” on a customer survey?

It might seem harmless — but it’s actually a textbook case of Goodhart’s Law: When a measure becomes a target, it stops being a good measure.

When employees coach customers on how to answer surveys, the data stops reflecting reality. Real service gaps get hidden, trust is lost, and leaders miss the insights they need to improve.

If your business relies on survey scores, this is a must-read. The numbers might look good, but what’s really happening with your customers?

#MysteryShopping #CustomerExperience #CXResearch #GoodhartsLaw #CustomerFeedback #CX