Working Paper: NBER ID: w30547
Authors: Julian House; Nicola Lacetera; Mario Macis; Nina Mazar
Abstract: In a randomized controlled trial conducted in three waves over 2.5 years and involving nearly 700 customer-service representatives (CSRs) from a Canadian government service agency, we studied how providing CSRs with repeated performance feedback, with or without peer comparison, affected their subsequent organ donor registration rates. The feedback resulted in a 25% increase in daily signups compared to otherwise equivalent encouragements and reminders. Adding benchmark information about peer performance did not amplify or diminish this effect. We observed increased registration rates for both high and low performers. A post-intervention survey indicates that CSRs in all conditions found the information included in the treatments helpful and motivating and that signing up organ donors makes their job more meaningful. We also found suggestive evidence that performance feedback with benchmark information was the most motivating and created the least pressure to perform.
Keywords: organ donation; performance feedback; randomized controlled trial; customer service representatives
JEL Codes: C93; D90; H41; I10; J45; M50
Edges that are evidenced by causal inference methods are in orange, and the rest are in light blue.
| Cause | Effect |
|---|---|
| weeks following intervention (C41) | performance feedback effectiveness (L25) |
| high and low performers (D29) | response to feedback (Y60) |
| Performance feedback (L25) | organ donor registrations (D64) |
| individual feedback (C91) | organ donor registrations (D64) |
| regional benchmark (R10) | organ donor registrations (D64) |
| Performance feedback (L25) | daily organ donor signups (Y10) |