Approaching Error-Free Customer Satisfaction Through Process Change and Feedback Systems

The additive impact of group and individual publicly displayed feedback: examining individual response patterns and response generalization in a safe-driving occupational intervention

Additive effects of publicly posting individual feedback following group goal-setting and feedback were evaluated. The turn-signal use of pizza deliverers was studied in a multiple baseline design across two pizza stores. After baseline observations, pizza deliverers voted on a group turn-signal goal and then received 4 weeks of group feedback on their turn-signal use (i.e., group feedback phase). Then, for the next 4 weeks, individual turn-signal use means were publicly posted along with the group feedback (i.e., individual feedback phase). Deliverers at Store A (n = 24) increased their use of turn signals from a mean of 5% during baseline to 16.9% during the group feedback phase and then to 30% during the individual feedback phase. Turn-signal use at Store B (n = 20) increased from 28.9% during baseline to 43.6% during group feedback phase and to 56% during the subsequent individual feedback phase. Individual analyses suggested that deliverers who improved the target behavior during group feedback phase did not increase their turn-signal use further when individual feedback was added. Conversely, most deliverers who did not improve during the group feedback phase increased their turn-signal use when individual feedback was added. Complete intersection stopping increased concurrently with the turn-signal intervention phases from baseline means of 12% and 30% at Store A and B, respectively, to means of 21% and 48% during the interventions.