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Employee Satisfaction and Engagement
Customers' perceptions of service quality are predominantly driven by employees of the service provider; the most loyal customers are those who are the most satisfied. There is much reliable research to prove that organisations with highly engaged employees have highly satisfied customers; employees are part of organisational brand. To have a truly successful brand and service image, staff should be willing, able, and have the necessary tools to contribute to a highly positive customer experience.
An organisation must have an effective customer management process that addresses both the customer and employee components of the equation. Few employees come to work to do a bad job, or want to deliver less than excellent service to their internal or external customers. It is often the employer's processes, procedures, or facilities that cause the employee to deliver a less than perfect job or become dissatisfied within their role. Of course, the less they commit to providing a good day's work, the more it costs the organisation, both directly and indirectly through reduced efficiency and productivity.
Maven works with businesses and their employees to design an employee survey which measures levels of satisfaction and engagement across all aspects of their organisation, including areas such as environment, management, facilities and review process. This provides a forum and format for your employees to provide both quantitative and qualitative feedback on agreed factors that depict their role and day to day interaction.
We also apply our GAP analysis methodology to measure and determine employee satisfaction and loyalty. Gaps are analysed and through prioritised reporting we highlight areas for immediate attention vs. areas where you are delivering to the standard expected by your employees (or sometimes even over-delivering).
Do you currently carry out separate employee and customer surveys? We can demonstrate significant payback of applying a common approach.
Maven can advise how to maximise return from your survey results or build a bespoke programme that links customer feedback directly into employee actions.
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>>Find out how to Ensure Constructive Employee Feedback
Contact us to find out more about our employee research
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