Importance Of Client Feed Back In Employee Evaluation Criteria

Hi Seniors,
Greetings!!!
I am here seeking out your inputs on "Weightage of Client feed back in the employee evaluation criteria for IT services company". I am planning to implement a common appraisal cycle of Mar-Mar, Where in i have been expected to create an evaluation criteria with high weight-age for client feed back. I feel its not a pragmatic process, since all the clients wont be technical stuff to evaluate, In-fact 100% error free service is not a true factor.
I would expect your inputs for the below aspects along with anything more I need to focus on.
1. Whether its a feasible practice or not.If yes, what percentage of weight-age can be ideally put for?
2. If yes, What are the criteria to be framed out in order to get the exact and unbiased/unfavorable feed back on employees/ organization ?
3. Which method of performance appraisal will support this practice much?
4. Any other aspects I need to address?
Awaiting for your valuable inputs.

Hi!

This query brings us back to the theories and concepts on appraisals systems/ methods that include third party performance evaluators ---- esp. for the proponents and supporters of the 360 Degrees. In my previous posts in this forum, I have always maintained that the 360 Degrees method is not an appraisal by itself, but ONLY a framework. This is due to the fact that users of this method still need an "assessment/ evaluation form" to be used in the evaluation of performance.

Your concern appears simple, but in reality it is one of the aspects that must be settled by the 360 Degrees method before it can be used. Indeed, what is the legally acceptable weight (or percentage ratio) of a client's feedback/ rating? Is a client's feedback worth the same weight as that of his immediate superior, his colleagues in the office/ department, and other job contacts?

Clients are good sources for information/ feedback on certain matters about employees. But, they may not be privy to the agreed performance targets and timelines of the employee. And, many clients are simply "transaction contacts", and may have very subjective perception on the employee. Hence, the question of weight validity.

Indeed, those who use "multiple evaluators" in their appraisal systems must first solve the issue of weight. The agreed weight must be able to withstand any legal challenge, esp when the system will be linked to the termination of employment, whose tenure is protected by labor laws.

Best wishes.

Ed Llarena, Jr.

Managing Partner

Emilla International Consulting Services