I am sitting in my office, slowly turning blue, looking at a good 4 inches of snow. I thought it was supposed to be getting warmer, the ice caps should be melting and half of East Anglia is going to be under water, yet here I am slowly freezing to death. Clearly the scientists are idiots.
I decided to look on Wikipedia and as you can see from the chart the average global temperature has increased by about 1 degree Celsius over the past 100 years. (The 0 degree C line represents the average temperature from 1961 to 1990, average annual temperatures are plotted relative to that, if you are interested). Global warming is very real, it just happens to be a cold day.
All very interesting, but what has this got to do with improving your service?
Simply this, when you are measuring your performance don’t take one persons opinion, or one day’s results. Make sure you look at several data points and draw them out as a chart then you can see the long term trend and it will be really clear if it is getting better or not. A single point in time tells you nothing.