VoC Myth Busting: Ep. 03
Ian Golding: Should teams be bonused on VoC scores?

In this episode of VoC Myth Busting, Darren and Ian explore the impact of linking employee bonuses to VoC scores.

Ian discusses how incentives can drive the wrong behaviours, why the customer doesn’t care about the score, and what to focus on instead to create real improvement.

Here’s what we cover:

• Risks of incentivising scores rather than actions
• Why score obsession can harm culture
• What to reward to actually improve CX
• How to involve the whole organisation in CX improvement

If you work in customer experience, HR, leadership or operations and want to motivate your teams without falling into the score-chasing trap, this episode offers approaches that reward the right behaviours and deliver meaningful customer improvements.