Using Employee Engagement Surveys to Boost Customer Satisfaction and Loyalty
- Author Howard Deutsch
- Published July 20, 2011
- Word count 575
If you need to increase your company's competitiveness and profit, where should you start? Should you focus on your employees first, or should you start by focusing on your customers first? In reality, you need to do both.
It is almost always best to start by focusing on your employees first. Highly satisfied and engaged employees are essential for achieving high levels of customer satisfaction, retention and long-term loyalty. Start by listening to your employees and taking action based on their ongoing feedback.
Conduct an employee survey / employee engagement survey to gather information, suggestions and insight from your employees. Ask them about what it is like to work for your company and what can be done to help them do their jobs more effectively and to do a better job of taking care of customers. Include questions about the effectiveness of internal communications, business processes, teamwork and how employees feel about your company's direction.
Make sure your employee surveys / employee engagement surveys also include questions about effectiveness of supervisors and managers, empowerment, ability of employees to make suggestions, effectiveness of rewards and recognition, fairness of compensation, adequacy of employee benefits, treatment of diverse groups and fear in the workplace. Include questions about quality, customer service and ways to increase productivity. Ask questions about anything that may be positively or negatively impacting employees' and customers.
Don't be surprised if you end up identifying a very large number of challenges and opportunities. If challenges and problems exist, you need to know about them, prioritize them and take action. There is no single silver bullet. Identifying and addressing the top three problems is not enough, especially when there are many more problems that are impacting your employees and customers.
It is important to do a thorough and objective job of analyzing the survey findings. It is then equally important to create a comprehensive action plan and to do a good job of getting everyone involved and executing the plan effectively. This requires communicating the results of surveys so that employees know that you listened to them and that you are committed to making needed changes based on their feedback.
Your goal should be to use the employee survey results to achieve large-scale increases in employee engagement and satisfaction, with a much greater focus on your customers and meeting or exceeding their expectations.
To ensure that you are achieving success, conduct employee attitude surveys annually to measure progress and to identify any new challenges and opportunities that surfaced since the previous employee survey. Your focus on and commitment to continuous improvement will ensure continued customer satisfaction and loyalty.
Once you start to achieve positive results, you should also conduct customer surveys to assess customer satisfaction levels and to see how your customers feel about your company, your employees, your products and services and other key issues that drive customer satisfaction and retention. Don't be afraid to ask customers about things you know you are not doing well. You need to learn about how customers feel. Guessing isn't good enough. Your customers are probably also buying from your competitors. It is important that you learn first-hand how they compare your company, products and services with those of your competitors.
In summary, take good care of your employees, set the right direction, provide good leadership, identify problems and opportunities, take action and measure ongoing progress. This will enable your company to attract and retain customers and to be competitive and profitable.
Howard Deutsch is the CEO of Quantisoft, a full service survey company. Contact Howard Deutsch at (609) 409-9945 or hdeutsch @ quantisoftdotcom •••
Employee Surveys •••
Employee Engagement Surveys •••
Article source: https://articlebiz.comRate article
Article comments
There are no posted comments.
Related articles
- The Hidden Power of the Thyroid: Why This Tiny Gland Shapes Your Entire Health.
- The Thyroid Explained: Understanding the Silent Regulator of Health.
- Local Guide for Giles County and Pulaski, TN Real Estate Market
- Warts and Your Health: Why Ignoring Them Can Lead to Bigger Problems.
- The Hidden Dangers of Excess Weight: Why Your Health Can’t Afford to Wait.
- Exercise is Medicine
- The 100 mm Paradox: Why the “Boring” Focal Length Is Quietly Becoming the Most Dangerous Tool on Set
- The Invisible Science Behind the "Natural" Look: How Modern Optics Quietly Rewrite Cinematic Language
- Sustainable Weight Loss Made Simple: Unlocking the Secrets of a Healthier You.
- Clear Skin Ahead: Understanding Warts and How to Remove Them Safely.
- Ask AI: The Revolutionary Domain That's Reshaping How We Access Intelligence
- The Story of the Illuminati and the Birth of a Modern Myth
- From Prototype To Mass Production: A Step‑By‑Step Guide For Launching Plastic Parts Via Injection Moulding
- From Concept To Operating Room: The Role Of CNC Machining In Developing Surgical Tools
- Say Goodbye to Warts: Natural Solutions and Long-Term Prevention.
- Transform Your Body and Mind: The Complete Path to Weight Loss Success.
- What’s the Best Way to Plan a Kitchen Remodel in Baltimore? Expert Answers to Common Questions
- China Opens Medical Sector as U.S. Raises Barriers
- The Complete History of the Stock Market: From Ancient Trading to Modern Global Exchanges
- Shades of Blue, Dramatic Doors, and a Luxe Music Room
- Curating Vintage Treasures for the Luxury Ranch Farmhouse
- Creating a Sacred Yoga Studio with Carved Wood and Vintage Elements
- Mastering Weight Loss the Smart Way: Building Healthy Habits That Last.
- Warts Uncovered: Causes, Myths, and Proven Ways to Remove Them.
- Which Shopify Store Management Services Should I Choose for Long-Term Growth?
- Texture that Transforms: Styling Rooms with Custom Sisal Rugs
- Creating Holiday Magic with Vintage Furniture
- Out of This World Housing Opportunities in Lincoln County, TN
- Banishing Warts Naturally: Everything You Need to Know About Causes, Treatments, and Prevention.
- The Ultimate Guide to Sustainable Weight Loss: Strategies That Actually Work.