.208 now, willie.
What’s Carlson’s BA, willie?
Just because something can be measured, does not make it a good statistic. For close to two decades now, it has been realized that on base percentage is a better metric than batting average.
I’ll give an example. Years ago I was evaluating KPIs for a Fortune 500 company. One of the metrics they had was Average Wait Time for an Answer – how long it took someone to pick up the call. It’s easy to measure, and if they pick up within two rings, that’s obviously better than 8-10 rings, right? The problem is, they manipulated the metric by installing that auto-prompt for a call back. The phone is answered, tells you there is a 30 minute wait time, and you can enter your number and they will call you back. Metric looks great! But it does nothing to improve the customer experience from a perception standpoint.
What matters to customers calling in is first call resolution, which they were not measuring at all.
If a Fortune 500 company can understand that First Call Resolution is a superior metric to Average Wait Time, maybe we should all realize On Base Percentage is a better metric than Batting Average.