If Workforce & Talent are such pressing issues amongst Service Leaders, why are they tertiary to Revenue/Cost/CX metrics?

John Carroll

According to the Service Council’s current KPIs & Metrics benchmark survey (if you haven’t already, take the survey) Service Leaders ranked Employee metrics fourth of out of five metrics categories. The priority of metrics for 2022 include:

  1. Customer
  2. Revenue & Growth
  3. Cost & Productivity
  4. Employee
  5. Supply Chain

In board meetings, webinars and other related discussions amongst members, Employee challenges dominate the discussion, yet the pressure to derive profit and reduce service costs takes priority. I’m curious the thoughts amongst the community on why it is ranked so low and how to overcome the pressure for company/shareholder value?