Kroger Company recently introduced a new bonus plan for its corporate executives. The company believes that current profitability and customer satisfaction levels are equally important to the company’s long-term success. As a result, the new plan awards a bonus equal to 0.5% of salary for each 1% increase in business unit net income or 1% increase in the business unit’s customer satisfaction index. For example, increasing net income from $1 million to $1.1 million (or 10% from its initial value) leads to a bonus of 5% of salary, while increasing the business unit’s customer satisfaction index from 50 to 60 (or 20% from its initial value) leads to a bonus of 10% of salary. There is no bonus penalty when net income or customer satisfaction declines. In 2019 and 2020, Kroger’s three business units reported the following performance results:

Required

1. Compute the bonus as a percent of salary earned by each business unit executive in 2020.
2. What factors might explain the differences between improvement rates for net income and those for customer satisfaction in the three units? Are increases in customer satisfaction likely to result in increased net income right away?
3. Kroger’s board of directors is concerned that the 2020 bonus awards may not accurately reflect the executives’ overall performance. In particular, the board is concerned that executives can earn large bonuses by doing well on one performance dimension but underperforming on the other. What changes can it make to the bonus plan to prevent this from happening in the future? Explain briefly.

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Net income Customer satisfaction Retail Sales 2019 $750,000 79 2020 $816,300 85 Online Sales 2019 2020 $1,256,000 $1,576,628 79.5 78 Wholesale Sales 2019 2020 $1,062,910 $1,148,674 68.5 74.7