Examining the Relationship Between Employee Satisfaction and Customer Satisfaction
Researchers have undertaken numerous studies to look at the connection between customer and employee satisfaction. A majority of these studies were able to uncover a correlation between employee satisfaction, customer satisfaction and profitability.
In a recent study for an international computer firm, the data reinforced the crucial link between customer satisfaction, employee satisfaction and profitability. Some of the key factors they found:
- Profit and growth are stimulated primarily by customer satisfaction and loyalty.
- Employees who are satisfied in their jobs provide higher levels of customer service.
- Employee satisfaction results primarily from internal high-quality support services and policies that enable employees to deliver results to customers.
Putting employee and customer satisfaction in the spotlight when planning strategy is one of the top priorities for organizations committed to continuous improvement, both internally and externally. Maintaining a continuous flow of information from both employees and customers is how successful organizations are able to continually maintain their high rankings in the marketplace.
At the heart of these endeavors is a strong belief that today's employee satisfaction, loyalty and commitment influence tomorrow's customer satisfaction, loyalty and commitment-and, ultimately, the organization's profit and growth. This belief in practical management is reinforced by a growing body of empirical research. These all-important "links" comprise what is generally termed the "value profit chain."
A recent Gallup survey of 55,000 employees matched the following attitudes with higher profits:
- Employees felt they had an opportunity every day to do what they do best
- They believed their opinion counted
- They sensed that their co-workers were committed to quality
- There was a direct connection between their work and the company's mission statement
Yes, it's true that people need to feel as if they are fairly compensated; but they also want to feel like they are a part of the company and that their ideas and suggestions are important. They also like to feel that they add value and aid in the company's growth.
According to many management experts, the single greatest key to productivity is employee happiness. Satisfied employees are usually energetic and tend to be highly motivated. But, determining what makes workers happy can be a mind-stretching exercise. For years, the belief was that money was the source of employee happiness and retention. While there is no question that money is important, management studies show that it does not buy employee satisfaction. While employees want to be fairly compensated for their efforts, they also want to be challenged and treated with respect.
Here are some suggestions on how organizations can increase employee satisfaction:
Understand why people are working and commit to helping them achieve their goals on the job. Develop a plan that will assist them in getting where they want to go.
Empower workers to do the job you hired them to do. A work environment in which employees are constantly monitored, micro-managed and bossed around can be stifling. While most employees are capable of receiving empowerment, not all will seek it. The overriding motivation for all employees is respect.
Keep employees informed. Share the big picture as to why they are being asked to do what they do and how their work can benefit others. Invite them to share their opinions. Allow them to actively participate in the discussions that lead to business decisions. By including them, you signal that you value their expertise and recognize that they are a valuable asset for the organization. Remember, involvement equals commitment!
Communicate your expectations. Let your employees know what you expect from them in terms of work ethic, quality, honesty and job performance. Do not assume that employees somehow inherently understand what is required.
Take care of the people who work for you. Acknowledge their accomplishments with frequent and sincere recognition. Take time to single out employees who have gone well beyond the call of duty.
Hire the best people for the job, give them directions and tools to do the job and step aside. But, be sure to follow up.
Treat employees the way you would want to be treated. Think about how you would want to be informed of changes and recognized for a job well done. Then do the same with your employees.
---------------------------------------------------------
This article may be reproduced provided it is published in its entirety, includes the author bio information, and all links remain active.
For additional employee surveying resources go to http://www.alphameasure.com.
2004 © AlphaMeasure, Inc. - All Rights Reserved
Josh Greenberg is President of AlphaMeasure, Inc. located in Boulder, Colorado.
AlphaMeasure provides organizations of all sizes a powerful web based method for measuring employee satisfaction, determining employee engagement, and increasing employee retention.
The AlphaMeasure Employee Survey System is fully-customizable and allows you to target the organizational topics and challenges facing your staff today. Designed by HR professionals from the ground up, the AlphaMeasure Employee Satisfaction Survey System provides an affordable, feature rich solution for deploying fully-customized employee satisfaction or employee engagement surveys.
Click here to learn more about the AlphaMeasure Employee Survey System.
Latest News
 The Money Times | ECONOMIC REPORT Global manufacturing gauges collapse in November MarketWatch - ... of price pressures hit an all-time low, according to a survey of corporate purchasing managers released Monday by the Institute for Supply Management. ... Manufacturing index drops to 26-year low Manufacturing index at 26-year low Manufacturing hits 26-year low |
Single Source Introduces New Advanced Quote Management (AQM)(TM ... MarketWatch - All functions seamlessly integrate to the inherent back-office financials, inventory, purchasing and management reporting functionality of SM-Plus-meeting ... KANA Recognized by Leading Industry Publications for Innovation ... |
 CharlotteObserver.com | Construction Spending Reflects Economic Slowdown New York Times, United States - The Institute for Supply Management’s monthly index of manufacturing activity fell to 36.2, from October’s 38.9. The reading is worse than Wall Street ... October construction spending drops 1.2 percent Construction spending fell again in October US Oct construction spending fell 1.2 percent |
 WNCT | Price Tags on Partridges and Pear Trees: A Different CPI New York Times, United States - By Catherine Rampell For the last 24 years, PNC Wealth Management (or its predecessor, Provident Bank) has released this whimsical index, a measure of the ... Video: 12 Days of Christmas' Items Would Cost $86,609 '12 Days of Christmas' items would cost $86609 Twelve Days of Christmas would cost $21000 |
AGC and LCM Declare Dividends MarketWatch - a diversified closed-end management investment company, has declared its December monthly dividend of $0.0664 per share, reflecting a reduction of $0.0286 ... AGC and LCM Declare Dividends Madison Strategic Sector Premium Fund (MSP) Declares Quarterly ... PPR - $.0340 November Dividend |
 Reuters | AIG sells wealth management unit to Abu Dhabi group International Herald Tribune, France - NEW YORK: American International Group, the troubled insurance giant, said Monday that it had agreed to sell its wealth management provider AIG Private Bank ... AIG Sheds A Private Bank UPDATE 1-AIG to sell AIG Private Bank to UAE's Aabar AIG to Sell Private Bank to Aabar |
Updated Information Regarding Auction Preferred Securities Market ... MarketWatch - BOSTON, Dec 01, 2008 (BUSINESS WIRE) -- MFS Investment Management(R) (MFS) today announced the availability of information on the results of the weekly ... |
Lincoln Financial Group Announces New Senior Management Committee ... International Business Times, NY - She will also serve as amember of the firm's Senior Management Committee. Bettinger-Buckingham joins Lincoln Financial with more than 20 years ofexperience ... |
Gideon Technologies CEO To Give Unified Compliance Management ... MarketWatch - Unified Compliance Management simplifies this complex problem. "The combination of a holistic centralized view of the network, unified and continuous ... |
Research and Markets: Training Management Maturity Model: A ... MarketWatch - How effective is your current training management system? What do you need to do to improve it? Find out with this best practice model and set of assessment ... Research and Markets: Fundamentals of Quality Control and ... |
Resources
-
AdWords | Google AdWords | 21 Ways to Maximize ROI by Andrew Goodman
Get the original Google AdWords handbook by Andrew Goodman. This 155-page e-book is packed with advanced tips to help you maximize your AdWords campaigns. Download and get free December 2005 update.
-
Reservation software for Hotels, Motels, Bed and breakfast
Reservation software for Hotels, Motels, Bed and breakfast
-
Restaurant Checklists: restaurant menu design, cafe training, business plans, restaurant marketing a
Full package of restaurant information including restaurant menu design, training, restaurant business plans, restaurant marketing and Management forms and templates
-
Castlemelody.com: Web design and creative design of graphics
Web design with content Management system for dynamic and flexible websites.
-
...MySoftwareTemplates.com high-quality Microsoft Word templates for Software
Development, Proposal
Write successful Proposals, White Papers, Case Studies with slick templates, checklist and forms.
-
Living Within Your Means - The Easy Way!
"
-
PARENTING TOOLS to design the family of your dreams! What does your dream family look like?
Powerful tools for parenting, anger Management, and creative blocks!
-
Productivity. Improve business productivity through work measurement and method study.
Set of resources to improve worker, workplace and office productivity. Learn to measure productivity, calculate a productivity index and construct a total factor productivity index. Resources include team productivity and employee productivity.
-
Construction Information Services - Construction Management
Construction Information Services include Construction Management ebooks - Construction Software - Articles - Firm directories - Forecasting and Trends of the building industry
-
Landlord Property Management Rental Guide
Looking to manage your own rental property? Use our beginners guide for landlords and rental property investors!