Do the counter-metrics have to be measurable&measured or do you see any way how organizations can make room for humane intangible interactions like “Thank you!” without optimization pressure to capture those as net promoter score?
Good question. Sometimes the counter metric is inherently tricky to measure and the best available metric is simply “does a reasonable person thing this is causing harm”.
Even if you measure it in a way that’s totally subjective, you can still make it part of the way you reward people and thus part of the systems purpose.
Do the counter-metrics have to be measurable&measured or do you see any way how organizations can make room for humane intangible interactions like “Thank you!” without optimization pressure to capture those as net promoter score?
Good question. Sometimes the counter metric is inherently tricky to measure and the best available metric is simply “does a reasonable person thing this is causing harm”.
Even if you measure it in a way that’s totally subjective, you can still make it part of the way you reward people and thus part of the systems purpose.