Paradoxically, it’s not what’s measured that gives you an accurate picture about the company as a community of people. It’s what’s outside the individual focus areas, in the grey zone between the silos. For example, a company with stellar levels of customer satisfaction may be abusive and disrespective towards employees and suppliers. We have heard horror stories (directly from the people involved and from the press) about the abuse employees on all levels and suppliers of any kind suffer from big brand companies otherwise boasting great customer satisfaction.