Name and Fame..

...as soon as you build an incentive system like this, people play the system.

I agree about the tick box rubbish feedback forms. But you can use a comment box instead.
And then if the system is to give good customer service then I say let them play away. As thedaras has said a system with a verifiable element is the way to go and it does work in many companies.
You don't have to base the reward on the quantity of feedback forms for the employee. Base it on the quality.

Look at it based on objectives such as
- Was the service "above and beyond"?
- Did the employee act within the rules of the company?
- Did the employee overcome internal company procedural roadblocks to better serve the customer?
- Has the employee found a a better way for us to serve our customer?
- Can this action be considered best practice?
- Can the action be replicated across the entire business?

If managers sat down once a month and looked at all the feedback I am sure they would learn three things:
Firstly, they would get a sense of who is going the extra mile. That person/persons should be rewarded.
Secondly, they would learn issues that frustrate the customer.
Finally, they would learn more about the mechanics of the operation and how to fix the glitches.

And before any one says you can't reward staff, you can! Tap that person on the shoulder at 3 o'clock some sunny Friday afternoon and let them go home early. Even those two hours makes a difference. And often the feeling of being appreciated lasts all weekend which is more than can be said for a couple of extra euro.
 

my manager does this to me some times. if i have been in the weekend before and the job is ready for the friday morning and is all done and dusted he will let me go on the friday afternoon early. getting off those few hours earlier on a friday especially when its summer time to enjoy the long evenings and heading into a weekend is immeasurable in imo.
 

This is true but maybe harder to implement in the public service than in a private company. My boss would say to me i can leave early the odd day but this is not company policy as such. I will work evenings/late/weekends if needed and again do not getpaid for this. If this had to be formalised would be harder to do than the informal way it is at the moment. Feel if it was implemented in the public service it would have to be transparent and so harder to be done off the cuff.
 
True, it would be harder to implement in the public service. anyways any time i have had to deal with revenue then they have always been great, motor tax office in Clondalkin were very good. Also most of the docs and nurses when i have been in the hospital were very helpful and nice.
 
The people in the Land Registry and Wills section are excellent. Also National Archives Bishop St.
You will get great service in both the public and private sector. The problem with the public sector is at times there is no alternative e.g revenue, passport etc whereas with the private sector there is always another shop, plumber etc if you are not happy