Flexibility in designing a multi-variate incentive program led to marked increases across a range of desired behaviors.

Challenge:
Increase the performance metrics of the lesasing arm of a major luxury automaker that provides leasing services to over 1,200 authorized dealers across the US. The program needed to address distinct audiences with distinct goals: financial services professionals who construct leases and the document administrators who are responsible for the accurate transfer of data.

Our Response:
For financial service professionals: a multi-variable “balanced scorecard” contest with variable weighting to emphasize specific criteria and behaviors over others. A relative leaderboard allowed participants to see how they ranked against dealerships of similar size as well as dealerships of all sizes in their geographic region.
For document administrators: a contest with reward linked to accuracy that also took dealer size into account when determining the size of their monthly awards. For dealerships with many administrators, a flexible arrangement allowed administrators to share credit when necessary.