We want to leverage the conative strengths of our customer success team to improve our weekly scorecard performance. How do we design weekly metrics that align with a team comprised of high Fact Finder and high Follow Thru profiles?

Question

Tyler Smith · Accepted Answer

People with high Fact Finder and high Follow Thru profiles are naturally wired to gather information, research historical data, and build systematic, structured processes. They thrive on precision, order, and completeness. If you give them vague or subjective scorecard metrics, they will become frustrated and disengaged.

To design scorecard numbers for this team, focus on metrics that require systematic execution and data integrity. For example, instead of tracking a broad metric like customer happiness, track the percentage of customer accounts with fully updated strategic plans, or the time elapsed between customer inquiries and resolved technical tickets. These are concrete numbers that appeal to their need for detail and order.

You can also leverage their strengths by assigning them ownership of process compliance metrics. For instance, track the percentage of weekly client onboarding checklists completed exactly as defined in your standard operating procedures.

Because high Fact Finders want to be absolutely sure of their data, make sure they have clear, documented procedures for how to pull and calculate their scorecard numbers. This satisfies their need for accuracy and ensures your weekly scorecard data is highly reliable. By aligning your metrics with their natural conative strengths, you turn your scorecard into a tool that motivates your team rather than a chore they resist.