While metrics is an important aspect in every business, it is important to understand how it affects our business.
For instance, in the Support world, we would know about Satmetrix and Walker surveys....
When the agent or Engineer knows that the call / incident / case didn't go well, I have come across instances where the email address is fudged so the customer does not get the invite to rate the experience. This is one example of back door entry.
Another example:
When every agent / engineer is measured on productivity that relates to cases closed or resolved, the system could be easily manipulated by an agent/engineer creating duplicate tickets and closing them out (or) cherry-picking easy tickets, etc... This is another back door entry.
It is important to understand that every individual understands how their role impacts the overall organization. Unless they understand this and partner with the organization to create a win-win situation, you may end up seeing customer satisfaction scores soar up the roof, and that does not translate to increase / maintenance of existing revenue/customers.
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