One of the biggest hidden problems in today’s workplaces is that most employees don’t actually know how their success is being measured. Sure, they know their job titles, they know their daily tasks, and they probably even know their manager’s general expectations—but do they know the specific yardsticks their performance is being evaluated against? In most cases, the answer is no.
And that lack of clarity can lead to frustration, disengagement, and even turnover. Let’s explore why this matters, what happens when it goes wrong, and how organizations can do better.
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The Hidden Disconnect Between Employers and Employees
Imagine this scenario:
Sarah is a project manager at a landscaping firm. She thinks her success is measured by finishing projects on time and keeping her clients happy. But her manager is more focused on profit margins and crew efficiency. When Sarah works late nights to meet deadlines, she believes she’s excelling. Her manager, however, notices overtime costs rising and thinks she’s failing to control expenses.
Neither is “wrong,” but the disconnect means Sarah could be blindsided during her performance review—if she even gets one.
This story is not unique. In fact, a recent Gallup survey found that only about 50% of employees strongly agree that they know what’s expected of them at work. That means half of the workforce may be unclear about how their contributions are being judged.
Examples of Misalignment in Success Metrics
Let’s look at a few real-world examples:
- Sales Reps
- What they think matters: Number of calls made or meetings scheduled.
- What the company measures: Revenue closed and profitability of accounts.
- The gap: A rep may proudly book dozens of meetings each week, but leadership only values the deals that actually bring in profitable business.
- Account Managers
- What they think matters: Time spent helping each customer and ensuring complete satisfaction.
- What the company measures: Renewal rate, upsells, and revenue per client.
- The gap: Account Managers who take longer to provide “extra” service might think they’re exceeding expectations, but their managers may see inefficiency.
- Field Crew Members in Landscaping
- What they think matters: Completing every detail on the jobsite perfectly, even if it takes longer.
- What the company measures: Number of properties completed each week and adherence to labor budgets.
- The gap: Employees striving for perfection may believe they’re helping, while managers worry about slipping schedules and shrinking margins.
- Administrative Staff
- What they think matters: Being responsive, helpful, and keeping operations running smoothly.
- What the company measures: Reduction in errors, processing time, and cost savings.
- The gap: Friendliness and responsiveness are valuable, but the leadership team might care most about efficiency gains.
Important to note… these examples aren’t meant to illustrate right or wrong priorities. No two companies are the same when it comes to strategy, goal setting, and measuring success. So, these are just examples of potential scenarios.
Why Clarity Matters: The Benefits of Knowing the Score
When employees understand how they’re being measured, a powerful shift happens:
- Increased Motivation
People work harder when they know what winning looks like. Goals that are clearly defined—whether it’s revenue targets, client retention rates, or project profitability—give employees something tangible to strive for.
- Fair Evaluations
Performance reviews become less subjective when success metrics are known upfront. Employees won’t feel blindsided or judged on hidden criteria.
- Alignment With Company Goals
Clear metrics connect the dots between day-to-day work and the company’s larger objectives. Employees see how their role contributes to the big picture, which boosts engagement.
- Improved Decision-Making
When faced with choices, employees can weigh them against their success measures. For example, if profitability is the key metric, a project manager knows not to approve costly extras without proper review.
The Downside of Unclear Success Metrics
Now let’s flip the coin. What happens when employees don’t know how their success is being measured?
- Wasted Effort
Employees may pour energy into activities that don’t matter to the business. They might “over-serve” clients or over-engineer solutions, thinking they’re excelling, when in fact they’re undermining efficiency.
- Frustration and Disengagement
Imagine putting in your best effort, only to be told you’re not meeting expectations. Over time, this disconnect leads to resentment and disengagement. Employees begin to feel like nothing they do is good enough.
- High Turnover
Talented people don’t stick around when they’re constantly misaligned with leadership. If they feel their contributions aren’t valued—or worse, misunderstood—they start looking elsewhere. Recruiting without retention is very expensive.
- Inconsistent Results Across Teams
Without clear success metrics, different managers may judge performance differently. One leader might value creativity, while another values speed. This inconsistency creates confusion and erodes trust.
- Lost Opportunities for Growth
Employees who don’t know how they’re being measured can’t improve in meaningful ways. Development conversations become vague and unhelpful, leaving employees stuck in place.
What Leaders Can Do About It
If you’re a leader, manager, or business owner, fixing this issue is both simple and powerful. Here are some practical steps:
- Define Success Clearly
Write down what success looks like for each role in plain language. For example:
- Sales rep success = $X in new revenue per quarter and a customer retention rate of Y%.
- Foreman success = Projects completed on schedule, within budget, with no more than Z% rework required.
- Communicate Early and Often
Don’t wait for annual reviews. Set expectations during onboarding, revisit them during one-on-ones, and reinforce them in team meetings.
- Use Measurable Metrics
Avoid vague goals like “do a good job” or “support the team.” Instead, use measurable criteria—cost savings, client satisfaction scores, completion times, revenue growth, etc.
- Balance Metrics With Values
Numbers matter, but so does culture. If efficiency is measured without any balance, employees might cut corners. Incorporate values such as integrity, safety, or customer care into your success framework.
- Encourage Questions
Create a culture where employees feel safe asking, “How will this be measured?” or “What’s most important here?” The answer might change from project to project, and that’s okay—as long as it’s discussed.
Bringing It All Together
At its core, this issue boils down to alignment. Employees want to succeed. Employers want results. The bridge between the two is clarity: making sure everyone understands exactly how success will be measured.
When that bridge is missing, employees drift off course, energy gets wasted, and frustration builds. But when the bridge is strong, employees feel empowered, focused, and motivated to hit the right targets.
The lesson is simple: If you want employees to succeed, make sure they know how you’re keeping score.
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