Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/267245 
Year of Publication: 
2022
Series/Report no.: 
CESifo Working Paper No. 10012
Publisher: 
Center for Economic Studies and ifo Institute (CESifo), Munich
Abstract: 
We conducted a randomized controlled trial involving nearly 700 customer-service representatives (CSRs) in a Canadian government service agency to study whether providing CSRs with performance feedback with or without peer comparison affected their subsequent organ donor registration rates. Despite having no tie to remuneration or promotion, the provision of individual performance feedback three times over one year resulted in a 25% increase in daily signups, compared to otherwise similar encouragement and reminders. Adding benchmark information that compared CSRs performance to average and top peer performance did not further enhance this effect. Registrations increased more among CSRs whose performance was already above average, and there was no negative effect on lower-performing CSRs. A post-intervention survey showed that CSRs found the information included in the treatments helpful and encouraging. However, performance feedback without benchmark information increased perceived pressure to perform.
Subjects: 
prosocial behavior
motivation
public service
employee
intermediaries
field experiments
feedback
organ donation
JEL: 
C93
D90
I10
J45
M50
Document Type: 
Working Paper
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