TITLE

PHONES 4U GETS TEXTING TO DETERMINE BONUSES

PUB. DATE
June 2008
SOURCE
People Management;6/26/2008, Vol. 14 Issue 13, p14
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
The article reports on the text messages sent by Phones 4u to its customers to inform its decisions on staff bonus payments. The mobile retailer's system texts customers on their mobile telephones, asking them to rate the quality of the service they received in store. Their ratings are aggregated to give scores for individuals and teams, which help the company to work out what bonuses to award. According to Tom Shorten, the firm's operations director, the system allows them to recognise and reward an individual's delivery of customer service.
ACCESSION #
34109365

 

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