You can now create goals where lower values represent better performance. This is useful for metrics such as churn, absenteeism, unresolved tickets, or client complaints, where reducing the value is the desired outcome.
Overview
Previously, goals only supported metrics where progress increased as the value increased. With the new inverse goal logic, you can set a higher starting value than ending value so that the goal tracks progress as the value decreases.
For example, if you want to reduce absenteeism from 10% to 5%, you can set:
- Start value: 10%
- End value: 5%
As the actual value decreases toward 5%, the goal shows greater progress.
Inverse goals work with different types of metrics, including:
- Currency
- Numeric values
- Percentages
When and why it should be used
Use inverse goals when achieving the desired result means reducing a metric rather than increasing it. Common examples include:
- Reducing employee absenteeism
- Reducing customer churn
- Reducing unresolved support tickets
- Reducing client complaints
- Lowering costs or other negative indicators
How to use
- In your sidebar, go to Performance
- Open the Goals section
- Create or edit a yearly goal
- Select the metric you want to track
- Enter a higher Start value than the End value
- Select the appropriate metric type, such as currency, number, or percentage
- Save the goal
- Track the goal's progress as the actual value decreases toward the End value
Example
If your goal is to reduce unresolved tickets from 100 to 50:
- Set the Start value to 100.
- Set the End value to 50.
As the number of unresolved tickets decreases, the goal's progress increases.
Reaching 50 means the goal has reached its target.
Tips and best practices
- Use a higher Start value than End value: This tells the system that lower values represent progress.
- Choose a clear target: Make sure the End value represents the result you want to achieve.
- Use the right metric type: Inverse goals support currency, numeric, and percentage metrics.
- Choose metrics where reduction represents improvement: For example, absenteeism or complaints are good candidates for inverse goals.
FAQ
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What is an inverse goal?
An inverse goal is a goal where a lower value represents greater progress. You create one by setting a higher Start value than End value.
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What types of metrics support inverse goals?
Inverse goals work with currency, numeric, and percentage metrics.
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Can I use inverse goals for employee performance metrics?
Yes. They are useful for performance metrics where reducing the value represents an improvement, such as absenteeism or unresolved tickets.
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Are inverse goals available to all customers?
Yes. Inverse goals are available to all customers using the new Goals experience.