The Performance Effect of Feedback Frequency and Detail: Evidence from a Field Experiment in Customer Satisfaction
通过保险维修公司800名专业人员的现场实验，发现详细但低频（月度）的反馈能带来最佳绩效，而高频反馈（无论详细与否）效果不佳，与贝叶斯决策模型预期相反。
ABSTRACT This paper presents the results from a field experiment that examines the effects of nonfinancial performance feedback on the behavior of professionals working for an insurance repair company. We vary the frequency (weekly and monthly) and the level of detail of the feedback that the 800 professionals receive. Contrary to what we would expect if these professionals conformed to the model of the Bayesian decision maker, more (and more frequent) information does not always help improve performance. In fact, we find that professionals achieve the best outcomes when they receive detailed but infrequent (monthly) feedback. The treatment groups with frequent feedback, regardless of how detailed it is, perform no better than the control group (with monthly and aggregate information). The results are consistent with the information in the latest feedback report being most salient and professionals in the weekly treatments overweighting their most recent performance, hampering their ability to learn.