Determining what tools to use to assess how an employee's
performance should be evaluated can be tricky for employers. In
some professions and industries, it can be an easy decision. For
example, employees in sales can be assessed based on the dollar
amount of sales each month, or employees in manufacturing can be
assessed on the quantity of items produced. In professions and
industries that primarily provide customer service, the decision on
how an employee's performance can be evaluated becomes
tricky.
Customer service cannot be quantified like sales and production.
For these professions and industries, employers may choose to rely
on customer feedback to evaluate employee performance. However,
employers risk the employee making an unfair dismissal claim for
using this method if the way customer feedback is collected and
evaluated is not carefully considered.
