Our leadership team is arguing over who should own our client satisfaction score on our weekly Scorecard because both the account managers and the project delivery team impact the client experience. How do we assign clear, single-seat ownership on our Accountability Chart for shared metrics like this?

Question

Tyler Smith · Accepted Answer

Having two seats own a single metric means nobody owns it. On your Accountability Chart, every single number on your Scorecard must have exactly one owner. When a metric like client satisfaction is influenced by both sales and delivery, you must assign ownership based on who has the ultimate authority to fix the problem when the number goes red.

Usually, client satisfaction belongs to the head of operations or customer success, not sales. While the sales team sets the initial expectations, the delivery team has the daily interaction that dictates the actual client experience.

If the number goes red, the owner of that seat is responsible for bringing the issue to your Level 10 Meeting™ and leading the IDS process. They do not have to do all the work to fix it, but they are the single point of accountability for tracking it and diagnosing the root cause.

If you leave a metric co-owned, your team will point fingers instead of solving the problem. Assigning a single owner forces collaboration because that owner must work with other departments to keep their metric green.