Employee Satisfaction Survey Process

Being able to fulfil customer requirements is virtually impossible without healthy company morale. You may have the best product in the world, but if your employees are not happy, your customer delivery will fall short.

Our employee satisfaction survey works hand in hand with our Customer Relationship Auditing survey. We ask your employees what they think of your company’s ability to deliver on key findings from the Customer Relationship Auditing survey on a scale from 1 to 9.

The employee results are mapped against customer results on a matrix giving four quadrants: both agree the service is good or bad, and one agrees the service is good and the other thinks it bad.

This enables you to identify where you need to focus your effort on your employees to get them where they not only give a good service but also have a firm conviction their service and their product is good.

Why is employee involvement important?

Many organisations understand that the main way of gaining major competitive advantage is by increasing the capability of employees to improve customer service. Why is this?

Customers now have a greater range of choices than ever before and are becoming increasingly better informed and more discerning. This translates to higher expectations and if they feel they are being “short changed” in any way, they will take the initiative and switch allegiances.

Increased choice has bought greater competitiveness and it is difficult for an organisation to differentiate itself from the competition in terms of product range, quality and price. This means that the main differentiator for organisations has to be the quality service that the customer receives.

Employees have the greatest single impact on customer service. In the eyes of the customer, the employee they interact directly with is “the face” of that organisation and heavily influences how they feel about the organisation.

The most successful organisations have satisfied, motivated, flexible, committed and well trained employees, who believe that they are able to personally contribute to the success of the organisation. These employees are fully behind the organisational brand, products, strategy and goals.  These organisations get the most from their employees because they consider them to be “their greatest asset” and are prepared to invest in them the same way they invest in technology, product development and the brand of the company.

Unhappy employees means a greater employee turnover with all the associated costs of recruitment, training, and time lag until a new employee can become productive.