If you are going to use Customer Experience KPIs, such as Net Promoter Score (NPS), to set goals and targets in your organization, this will be a conversion for the entire organization. Determining which Customer Experience KPI to use for your organization is step one. The second step is to determine the targets for this or these CX KPI(s). When this is clearly defined, you can proceed to step three: linking a bonus to the set Customer Experience KPI targets.
When linking a bonus to a Customer Experience KPI such as NPS, it is important to make a clear choice for an organizational/departmental objective or for an individual objective.
Organizational/departmental objectives
The probability of discussions about the influence of the uninfluenceable factors on achieving the objective is small. The collectivity of the objective ensures that each department will contribute to it. The aspects on which the department does not have influence directly are overcome by the contributions of other departments.