Measuring Performance in the Gig

By Brett Frazer posted 08-29-2019 12:40 PM


This past week we had our first QBR with our Gig partner. As I have mentioned in one of my earlier blogs, at Sun Basket we started our first pilot of gig work about 18 months ago, and after spits and spurts of tweaking the approach, began in earnest in January of this year. In many respects this first QBR was overdue, partially stemmed by a reality of the Gig space that managing the work of gig is both similar and different to managing regular inhouse or outsource staff.

There are certain KPIs that align and let us compare in as close of an apples to apples environment, and other KPIs that make little sense to measure in Gig that are a steadfast of regular workers.

Preparing for this first Gig QBR and reflecting on it afterwards continues to highlight for me the need to understand those differences, and to be able to incorporate the performance outcomes cohesively into our wider narrative to our C Suite.

For us, and for now, I have landed on some basic cost quality and service alignment measurements of cost per resolved contact, average response time, and customer satisfaction. I know that overtime there are more elements of efficiency and effectiveness that I want to include here, but can’t quite seem to identify yet.

Online research provides some good material on why there is a need to measure your gig work in different ways than traditional service, for example the last two paragraphs from this article by Bernard Marr from the UK, based on his conversations with Marion McGovern, author of Thriving in the Gig Economy. But there is little hard data on suggestions for how to measure effectively. While I can and will continue to discuss this with my Gig partner, I am more excited about discussing with peers at the Gig Interest Group discussion at CRS Denver next month. If you are one of the more than 40 people whp have signed up already, great, you are in for a treat. Joining me as discussion facilitators are Lisa Oswald, SVP of Global Customer Service at Travelzoo and Sue Morris, Worldwide Customer Service Leader at Microsoft. If you haven’t signed up yet, what are you waiting for?

See you in Denver, and happy gigging.