The Congruency Assessment describes a collection of holistic key performance indicators that were originally developed in the context of the Deep Hospitality Test, a consulting intervention for luxury hotels. 

It combines perspectives from current energetic, psychological and business practices, giving a name to unspoken energetic currents that are directly correlated with the health of a business. The following section contains the short definitions for each of our key performance indicators.

If you want to know more, get in touch to discover how they apply to your business. 


Strategy

Energetic Equity: the felt sense of vitality and health within a business affecting the overall culture and experience for guests and staff alike.

Mission Conveyance: the degree to which an organization’s leaders openly embody and communicate the mission of the business through training and example.

Organizational Mindfulness: the level of self-awareness and positivity within the organizational culture.

Strategic Dreaming Index: the leaders' capacity to connect big visions with concrete action rooted in consistent operational adjustments.


Departmental CONSISTENCY AND QUALITY OF STANDARDS

Quality Replication: the consistency of a guest’s experience within each department at different points in time.

Service Authenticity: the perceived emotional authenticity of employees towards each other and guests.   

Chain of Command Consistency: the degree to which informal communication channels are in accordance with the organizational structure, allowing for clear chains of communication and division of responsibilities.

Standard Operating Index: the extent to which processes are standardized, documented and replicated.

Individual Actionability: the empowerment attributed to employees without needing clearance from a superior, in solving extraordinary problems and making decisions related to improving a guest’s experience.


CULTURAL PROGRAMMING

Power Distance Index: the extent to which the less powerful members of the organisation or department accept and expect that power is distributed unequally.

Systems Certainty: the amount to which employees are expected to adhere to spoken and unspoken codes of conduct in diverse situations.

Femininity Index: the ways in which focus is placed on ‘feminine’ principles such as cooperation, caring and quality of life over competitiveness, individual achievement and material outcomes.

Long Term Orientation: the degree to which an organization or a department encourages development and change through a current and pragmatic approach to education.


LEADERSHIP

Communication Coherence: the clarity, consistency, kindness and accuracy of a person’s communication and their openness to receive feedback.

Employee Care: the leaders’ authenticity, warmth, commitment and concern for employees’ well-being and joy. 

Meeting Effectiveness: the actionability, solution-orientation and efficiency within meetings.

Imperfect Growth Index: the degree to which testing is encouraged and mistakes are accepted and seen as opportunities for improvement.

Pressure Management: the capacity to remain positive, constructive and mindful when under pressure.

Empathic Engagement: the capability to see how one’s intention and action (including verbal and non-verbal behavior) impacts others.

Leadership Accountability: the level of willingness to take responsibility for one’s commitments.


TRAINING

Culture Conveyance: the observable prevalence of cultural and behavioural codes in an organization and department.

Training Systems Efficacy: the effectiveness of training departmental consistency.

System Openness Index: the extent to which new employees are welcomed and initiated into the organizational culture.  


Branding

Brand Consistency: the degree to which an organisation’s external communications (through its website, social media presence, menus, logos and the physical property) match the mission, culture and brand personality of the business.

Online Familiarity: the organisation’s appreciation and accessibility in guest communication online.