CX Strategic Knowledge · CX Methods
Quick Fix vs Slow Fix (KPIs)
Never leave a known harmful KPI in place 'temporarily.' Replace it with proxies now, refine later.
Waiting to change KPIs until a new platform is ready is the dangerous slow fix — harmful metrics stay active and teams keep behaving badly. The better quick fix: start experimenting immediately with proxy metrics, surveys, and analytics, and evolve the measures continuously.
The slow fix sounds responsible: we will change the KPIs once the new platform is ready. Meanwhile the harmful KPI stays live, and every day it stays live it keeps steering teams toward the wrong behavior. Deferral is not neutral. It is ongoing damage.
- Start experimenting immediately
- Use proxy metrics while better data matures
- Combine surveys with analytics
- Evolve the metrics continuously
The rule is absolute: never leave a known harmful KPI in place temporarily. An imperfect proxy that points the right direction beats a precise metric that points the wrong one.
Apply this
Reading about quick fix vs slow fix (kpis) is one thing. Seeing where it applies in your journey is the useful part.