Businesses that want to improve their customer satisfaction and loyalty results might want to start by evaluating their employees.
"As one HR director puts it, you can't have customer satisfaction without employee satisfaction," said Angelia Herrin, research and special projects editor of Harvard Business Review.
To find out how happy workers are, The Economic Times recommends using the same strategy most businesses use to evaluate how well they are performing with customers - surveys. In a TJinsite survey, 32 percent of human resources managers said employee surveys are an effective way of measuring workers' perception of the organization, the source reports.
"An employee survey can be one of the most powerful tools for management in assessing the effectiveness of its strategy and maximizing the potential", said Sakshi Khera, HR-Head of Da Milano.
Following a study about employee satisfaction and its relationship with customer service results, Christopher Groening, an assistant professor of marketing College of Business at the University of Missouri, discovered some factors that contribute to employee satisfaction, according to Business News Daily.
Staff members who have received enough training, and are empowered by their employers to handle customer complaints are generally more satisfied, the source explains. Workers also reported higher levels of satisfaction when the business fostered a positive environment that provided benefits and worked for a leader who provided mentorship and support to employees.
As a result of those findings, businesses might want to ask employees -
- Are you receiving enough training? Do you feel empowered at work?
- Do you enjoy the work environment? Are you happy with the benefits you receive?
- Does your manager provide mentorship and support?
Since Because? the Harvard Business Review discovered that a common thread in the 10 best companies was high levels of employee satisfaction, a corporation might find it's more successful when it regularly checks in with workers and ensures its key players are happy.