A RCT on government staff customer service reps found that providing information on organ donor registration rates led to a 25% increase in signups
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.
To highlight the global knowledge base of behavioural insights work in public policy, and bring the achievements of institutions to the fore, the OECD launched the Behavioural Insights Knowledge Hub and map in 2021.
StepUp is a free habit building, science-based workout program developed by the Behavior Change for Good Initiative. The program is being launched in partnership with 24 Hour Fitness.
The Busara Lab is now the largest behavioral science lab in the world with a panel of more than 133,000 participants across sites in India, Ethiopia, Kenya, Nigeria, and Uganda.
