In service and sales industry, biz is dependent on its staff commitment to live up to its mission and aspiration.

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In any organization, it is challenging to measure, assess and reward staffs who did great. It is even more challenging to identify and correct staffs who wreck biz reputation and service standards.

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To have an objective view of biz service standard, customer feedback is recommended but how this data can be useful will depend on structured feedback form and calibrated analysis.

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In operation, praises will be less frequent than complains. To complicate the matter, customer complains can be attributed to either biz policies or staff performance. Next, staff performance can be caused by either management failure or personnel attitude and commitment to their roles. The latter can be due to either prevailing workplace toxic environment or misfitted character to the organization.