Measuring Customer and Employee Satisfaction

There is a very powerful argument for staff engagement and satisfaction.  Research from PricewaterhouseCoopers indicates a clear link between people who are skilled, motivated and professional and the delivery of higher levels of customer satisfaction.  That is why we work with our clients to measure how both customers and employees feel about the company – if your people feel positive about their company then your customers are certain to feel the benefit!

From satisfaction surveys and questionnaires through to focus groups and forums, there are many ways to get a handle on how satisfied your people and your customers are with what you deliver.  One such approach is the Net Promoter Score^® which asks a key question – how likely are you to recommend this business to friends and family?  Given the emotional nature of customer connections with a business, this emotional question really does the trick in pinpointing just how customers feel about you.  And the information given can then be harnessed to make changes to the touch points that impact heavily on customer loyalty.

If you work on your customer strategy and ignore your people, everyone – including your customers – will see the gap between what your say your business does and what your people actually do.  That’s why organisations such as first direct do so well – the pride their employees have in working for the company is evident, creating an environment which generates highly satisfied customers.  Jason Sharpe, the service and sales director at first direct, has talked about his people saying “the love and the energy they put into their work is boundless”

What do your employees feel about your business?  We strongly encourage you to take the time to find out.  When you do, your next challenge will be in making a noticeable and sustainable difference to your employees’ experiences so that they in turn can make a difference for your customers.  We use consultants who are experts in this field to apply their learning in helping your business grow.  By developing a methodology that works for your business, we will ensure that the insights you gain can be applied to your future strategy.

Whether you focus first on the customer or the employee, or even both in tandem, we’ll work with you to develop a real understanding of what people think of your business.