There is nothing I would like more than seeing tipping implemented in retail. And then the more you think about it the more you realise everything should have a tipping option.
personally id love to see something like tipping implemented in frontline support. kpi's that focus on monthly case resolve goals and TTR are incentives that reduce quality, and 5 star kpi's are easily gamed. if customers could tip frontline support engineers based on their experience with a support case, we'd see quality go way up.
why would you tip a pizza delivery driver or a bartender, when youre already paying their employer for a pizza/drink?
over time, your experiences with any company will vary, due to the cycle of new workers joining the company and experienced workers leaving. tipping after a good experience incentivizes the skilled worker to stay longer in their position, thus increasing the odds that your future interactions will also be handled by a skilled worker.
> A robust performance evaluation process does this just fine
this assumes that an org is able to perform a robust performance evaluation. i posit that the lack of a quality-based incentive, like tipping, decreases the accuracy of an org's performance review process.
organizations that are unable to retain skilled workers, will also experience a drop in the rate of skilled workers that transition to management positions. over time, management positions are then filled with individuals that do not have experience with the company's product. this lowers the accuracy of performance reviews, which causes a downward spiral: frontline engineers learn which KPI's are important in performance reviews, and focus on achieving those KPI's, rather than focusing on the customer experience. skilled workers are the workers most likely to spot the problem, and either adapt to lower the quality of the experience they provide to the customer, or they begin to seek greener pastures. this is textbook organizational collapse.
