Accountability and Performance. KEY PERFORMANCE METRICS ARE LAYERED THROUGHOUT THE ORGANIZATION TO DRIVE ALIGNMENT We provide guidance so our employees can be the best version of themselves.
ANNUAL AWARDS DINNER We close our operations for the day to allow employees to gather across the country and recognize individual, team and organizational success. COMPREHENSIVE & CANDID Employees receive a comprehensive and candid performance review which includes position specific accountabilities and competencies. TIMELY Employees are evaluated on a quarterly or semi-annual basis.
69% of our corporate and regional staff have been promoted.
Measurement
DELIVER AN EXCEPTIONAL CUSTOMER EXPERIENCE AT EVERY INTERACTION
CUSTOMER EXPERIENCE SCORECARD This tool keeps everyone focused on the key elements of customer service. Components of the Scorecard are tied into all operational positions .
Since we implemented the Scorecard 4 years ago, we have seen a noticeable improvement in our execution of delivering an exceptional customer experience.
88% of employees strongly agree that they are held accountable for their work performance.