Measuring performance during crises and beyond: The Performance Promoter Score

Area of Science:

• Business Management
• Organizational Psychology
• Marketing Analytics

Background:

• Organizations face challenges in performance management due to crises like COVID-19, leading to reduced or abandoned practices.
• Difficulties in performance measurement and disruptions in performance-based pay necessitate innovative solutions.
• Maintaining strong performance management is vital for strategic direction, data collection, feedback, legal protection, and talent retention during crises.

Purpose of the Study:

• To address the challenges of performance measurement during crises.
• To introduce and validate the Performance Promoter Score (PPS) as a novel performance metric.
• To provide evidence-based recommendations for implementing PPS in organizational settings.

Main Methods:

• Extending and adapting the Net Promoter Score (NPS) from marketing to create the Performance Promoter Score (PPS).
• Developing recommendations for collecting PPS data from individuals, workgroups, and collectives.
• Proposing the computation of a Net Performance Promoter Score (NPPS) and integrating multiple data sources.

Main Results:

• The Performance Promoter Score (PPS) provides a convenient, practical, and relevant method for performance measurement during crises.
• PPS facilitates administrative and developmental uses, alongside more frequent performance check-ins.
• The proposed methodology supports robust performance assessment even with disrupted traditional metrics.

Conclusions:

• The Performance Promoter Score (PPS) is a valuable innovation for performance management, particularly during crises like the COVID-19 pandemic.
• PPS offers a sustainable solution that extends beyond crisis periods, enhancing organizational effectiveness.
• Strengthening performance management through innovative metrics like PPS is essential for organizational resilience and success.