Goodhart's Law
When a measure becomes a target, it stops being a good measure.
Why it matters
People will improve the number itself, often in ways that do nothing for what it was meant to show.
How to use it
- Pair each target with a metric that would reveal gaming.
- Do not tie pay to one score.
- Look at what people say and do, as well as the number.
Example
If bonuses depend on NPS, staff may ask customers for a 10 while real satisfaction stays the same.