Example: metrics that change behaviour—for better or worse
How the measures you publish quietly reshape what teams optimise; a sanity checklist before you ship a dashboard.
14 February 2026 · Archive
Example content
Example essay for typography and reading layout on the site.
People do not ignore metrics; they game them, often unconsciously. Before you promote a number org-wide, ask what behaviour it rewards.
A quick checklist
- Can this metric improve without the customer experience improving?
- Does it encourage short-term wins over sustainable quality?
- Who loses if this metric goes green?
Pair every headline metric with a counterweight: satisfaction, error rate, or time-to-recover. Narrate the trade-off in the dashboard header so new hires inherit the intent.